Security Systems and Monitoring

In response to your letter dated February 13, 2014 regarding File number Complaint ID #[redacted] following are the explanations requested.Mr. [redacted] did agree to the non-refundable installation deposit when he originally called in and spoke with one of our sales representatives on February 1,...

2014. This charge is explained and verified in a recorded confirmation with each and every customer. The conversation is documented below:SAN Security Advisor – “The nonrefundable installation charge for you security system is $179.00 plus applicable tax, and you authorize this charge to be processed on the card provided on or after today’s date of February the 1st. Do you agree to this charge correct?”Mr. [redacted] – “Yes.”As Mr. [redacted] did verbally agree to this installation deposit, we are unable to refund this charge.It was explained to Mr. [redacted] that he would receive 1 keypad, 7 points of protection, 1 motion detector and 2 keychain remotes at no charge. He did agree to this package, and was informed that at the time of the installation the technician will do a complete walk through of the home and make professional recommendations based on his security needs. Purchasing additional equipment is completely optional.You are welcome to contact me directly with any additional questions you may have.Best regards,

Worst customer service to ever exist! Salesperson by the name of [redacted] harassed my parents with sales pitch and wouldn't take no for an answer. After telling the salesperson several times that my parents would consider purchasing the system at a later date, [redacted] continued to pressure my parents into purchasing the system immediately. At this point my parents said no to the entire alarm system, and [redacted] continued with her sales pitch and would not take no for an answer. I had to literally hang the phone up to end her harassing call. [redacted] called right back and continued to harass us with her sales pitch. After threatening to tell her that I was reporting the company to the FCC, she still still continued to pursue the sale. I had to hang up again to the end the call.

I have been attempting to collect my three, $100 rebates from this company that were due to me in November. I have documentation for emails & calls and finally did a chat with the [redacted] for false advertising. I have been promised that my payment was being sent in the form of Visa Cards then it was an expedited check..blahblahblah...it is tragic! I was told that the company that was supplying the rebate cards was behind by $70,000. PLEASE DO NOT FALL FOR THIS FALSE ADVERTISING! NEVER attempt to reach a supervisor, as they are no longer with the company. Please ask me for the emails and the contacts if you do not believe me. I spoke with a Customer Service Rep. today, that told me three cards had been mailed on January 7th only to receive a call from another Customer Service Rep confirming an address at 1:46 pm that said they were expediting me a check...when I told her that I had been informed three cards were on their way, she said that was not on her record. We will see if I receive the "second" expedited check!!

1/5/2016 Revdex.com (Phoenix, AZ) 4428 N. 12th Street Phoenix, AZ 85014-4585 Re: Complaint [redacted] To Whom It May Concern, We have received the complaint regarding Ms. [redacted]’s Visa Gift Card Rebate. This is the same as complaint [redacted]. Ms. [redacted]’s rebate was processed and sent to her home from our Chandler office and delivered to her address on 12/08/2015. The tracking number for this check is [redacted].  This was delivered to [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 [redacted]

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]

Equipment not loud. Made a complaint and they provvided additional keypad but the problem still persists in that I cannot hear alarm when it goes off. I called customer service because I told them that they cut my wires on my old system and I would like them to reconnect it Isince there was no reason to do anything with my old system. In reconnecting my system it would mean that I would hear alarm when it goes off since it was not a problem before. When I called customer service they told me someone would call but 3 weeks after no one has. I then emailed with the same results. There is also false advertisement involved.

I have received nothing from this company just like the first promise that did not happen.  I waited to see if it would come.
I was given only one verbal quote for monthly cost from the technician which was higher than the company gave me.  As soon as he left I checked my written notes and it was $5 a month higher.I called the company immediately and it took 3 months to change.
I also stated I did not want any in the FR except window and door.  Today I watched a commercial by the same company with a [redacted] number that states "complete home security system" "free remote with cost about $1 a day.
The technician said to pay by check $2200.  After complaining it was changed to plan B for $1800 which we paid by [redacted]  We felt pressured.
I want to be released from the contract.

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 Monday 3/07/16

id="spanNotesDisplay">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!

[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,

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 Ms. [redacted] Gift Card Rebate.  At

this time, we are...

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

bypassing our normal 3rd party distributor to send Ms. [redacted]s card

to her.  Ms. [redacted]s $250 [redacted] Rebate will

be shipped from our office in Chandler, Arizona on 11/30/2015 with 2-day

Express Shipping.  We currently do not

have the tracking number updated as of yet. We will be emailing her tracking

information to [redacted] You

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

regards,[redacted]        

[redacted]anagerSecurity

Alarm Now[redacted]

[redacted], 

In response to your letter dated 9/16/2014 regarding case ID number [redacted] in response to our previous letter, the following are the resolutions requested. 

As stated in Security Alarm Now’s original response letter an appointment to remove the equipment from [redacted]’s home was scheduled for 11/21/2014, when Security Alarm Now’s technician, [redacted], arrived at the home on this date the customer was not there. Therefore the equipment was never removed from the home. Following the missed appointment we tried on several occasions to reschedule the equipment pull and received no response from the customer until 4/30/2014. On 4/30/2014 the customer informed our representative that Security Alarm Now would have to wait until July to pick up the equipment. At that time [redacted] was informed that the equipment needed to be removed immediately, or be subject to collections. We received no response to this letter dated 4/30/2014 and began the collection process after giving ample time and opportunity for the equipment to be returned. We received no further contact to resolve this issue until this month. 

In [redacted]’s initial Revdex.com complaint he claimed to be the victim of identity theft and therefore not responsible for the account. In his response, he now claims he did sign up for the service but cancelled and returned our equipment. Throughout this process, our story has been consistent, we installed a service, we cancelled at his request, and we attempted to recover our property.  

I am enclosing a copy of the form letter that was sent to [redacted] on 4/30/2014.  This clearly states that collections would be avoided if we received a timely response.  As [redacted] waited over 4 months to respond, this collection is valid.

Please let me know if any further information is needed.

Best regards,

Director of Customer Retention

Security Alarm Now

We had an ADT security system installed late August-September, 2015, during that time there was a promotion going on for a Visa gift card in the amount of $200.00. However in our case it would be an additional $75.00 due to my military status of retired. To date, we have called this business and have been told numerous different stories about when to expect the card and now it is suppose to be in the form of a check. As of today, we still have not received a check or Visa gift card. We have lived up to our part of the contract, we pay our security bill every month on time, but ADT has not lived up to their end. This is not the way to conduct business, and others should know about these practices.

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

85014-4585Re: Complaint 10939124To

Whom It May Concern, We

have received and reviewed Ms. [redacted]’s complaint regarding her recent service by

an ADT technician on 5 September...

2015.  Ms.

[redacted]’s security system was installed by Security Alarm Now on 11 May,

2015.  Security Alarm Now was responsible

for all service and maintenance on her account for the first 3 months of

service, however, after 90 days, this customer’s system is maintained and billed

exclusively by ADT and their corporate technicians.  The technician that she had in her home was

an employee on 5 September 2015 was an ADT Corporate Technician.  This complaint should be redirected to ADT

and not Security Alarm Now.You

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

regards,[redacted]Customer

Service SupervisorSecurity

Alarm Now[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 by April 6, 2016.  In the amount of $150.00. For the referral and the extra $50 offered! We apologize for the delay, with distribution of this gift card we consider this complaint resolved. Thanks and have a great day!

To whom it may concern,
Thank you for bringing this matter to our attention.  We will be refunding the customer the full installation fee.  This may take 7-10 business days. I have spoken with the Mr. [redacted] to inform him of this.
Thank you and have a great...

day!

[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 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,
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]

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 bel

THE ALARM SYSTEM THAT I HAD AGREED TO HAVE INSTALLED MALFUNTIONED THREE TIMES WITHIN THE FIRST 24 HOURS OF THE INSTALL.

I THEN MAILED THE NOTICE OF CANCELLATION WITHIN THE REQUIRED LENGTH OF TIME.

I PAID TO HAVE MY PREVIOUS ALARM SYSTEM RE-INSTALLED AND ALARM NOW'S INFERIOR SECURITY SYSTEM WAS REMOVED AND WAS PICKED UP BY AN EMPLOYEE NAMED [redacted] ON OR ABOUT NOVEMBER 15, 2013. THE CONTRACT CLEARLY STATES THAT IF YOU CANCEL ANY PAYMENTS MADE BY YOU WILL BE RETURNED WITHIN TEN DAYS. THEREFORE TO SETTLED THIS COMPLAINT I MUST RECEIVE THE AMOUNT PAID FOR THE INSTALLATION ON THE DATE OF OCTOBER 24,2013.

Regards,

Ms. [redacted], 

In response to your letter dated June 24, 2014 regarding File number Complaint ID #[redacted], following are the explanations requested. 

As of Jun 18th, 2014, our account shell has been cancelled.  Since that time, Ms. [redacted] has been free to set up an account with [redacted], or whomever else she chooses.

I have personally reached out to the sales representative that Ms. [redacted] has been working with at [redacted], and he is aware that the account shell is no longer in place.

Please let me know if any additional information is needed. 

Best regards,

Director of Customer Retention

Security Alarm Now

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