Security Systems and Monitoring

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,

In response to your response letter dated 3/17/2015 regarding case ID number [redacted], the following are the resolutions requested. Upon refund of Mr. [redacted]’s installation fee Security Alarm Now fulfilled the customer’s wishes and removed the social security number as well as his credit card information from our records.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 10/20/2014 regarding customer [redacted], the following are the resolutions requested. 

Security Alarm now has submitted Ms. [redacted] to have her installation fee refunded. This refund will reflect within her account within...

7-10 business days. We have called Ms. [redacted] to inform her of the refund and express out apologies for any miscommunication. 

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

Best regards,

Director of Customer Retention

Security Alarm Now

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

This company takes your money rather they service you or not!I just bought a house. My husband scheduled for them to come out and install a security system. Me and my husband decided few hours before they were to come out that we would cancel. When I spoke with one person to cancel her name was [redacted]. She mentioned it was NONREFUNDABLE FEE .And she needed speak with my husband since he had ordered it. She told him to think about it and gave him a week to think about it instead of canceling. I got on the phone and told her we don't want it. I was upset with her because she was telling me well looks like your husband wants it but not you and he ordered it.I had to LITERALLY PUT MY HUSBAND ON THE PHONE AGAIN SO HE COULD TELL HER NO WE DON'T WANT IT!! After hanging up with her .I actually called back to find out about that NONREFUNDABLE FEE. I spoke with someone else instead of cancelling the appointment [redacted] had set up for the Next DAY! And that NONREFUNDABLE FEE WAS ALREADY TAKEN OUT OF MY ACCOUNT. When I spoke with the new representatives they told me I could cancel within 24 hrs and we would not be charged.Then they said Security Alarm Now is part ADT so they had to transfer me to one of there Security ALARM REPS to better assist me. Again got [redacted].And explained to her the rep said it was pending for them to come out the following day and I had to tell her once again We DON'T WANT IT!! So she finally took it off. So even if they Don't come and you cancel EXPECT TO LOSE YOUR MONEY! It don't matter if you cancel a hour ahead or two or within the 24 hours they will take your money JUST LIKE THAT! WATCH OUT EVERYONE I HAVE READ MANY REVIEWS ON THIS COMPANY !! Please DO YOUR HOMEWORK!! This is ridiculous how they can take your money like that! And not even come out to service you.

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

To Whom It May Concern,
Thank you for bringing this to our attention.  I apologize that the Visa we mailed on 3/07 did not reach you, we have issued you another Visa in the amount of $100.00 to [redacted].  Please allow 3-5 business days for this to be delivered.  We are sorry for the delay, with the distribution of this gift card we consider this complaint resolved.
Please let us know if you have any additional questions.  Thank you for being a customer, and have a great day!

I requested three $100.00 Visa Cards.  I will consider my complaint resolved on receipt of same.  
 
Thank you for your time.

[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,

[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,

In response to your letter dated 10/20/2014 regarding customer [redacted], the following are the resolutions requested. 

Robin [redacted] contacted Security Alarm Now on 9/29/2014, placing an order for [redacted] security services. At the time of her recorded sales call it was disclosed...

to Ms. [redacted] that the $49 installation fee is in fact nonrefundable. Continuing on it was also disclosed within the recorded order confirmation that this transaction would be processed within 24 hours, on or after the date of 9/29/2014.  Ms. [redacted] agreed that she understood the installation fee process then continued with supplying her credit card information that she preferred the transaction to be processed on. Due to the miscommunication of monthly monitoring rates, Security Alarm Now has refunded Ms. [redacted] for the installation fee totaling $53.19 to best serve the customer. Ms. [redacted] has been made aware of the refund of the transaction.

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 1/06/2016 regarding case ID number [redacted] the following are the resolutions...

requested:• Security Alarm Now began contacting Mr. [redacted] regarding *er past due balance in the beginning of March 2015, when the first failed payment occurred.  Three-(3) voicemails were left Mr. [redacted] during the month of March advising the billing issues, this was followed up with two mailed invoices one in April and one in May communicating that the account would be submitted to collections if action was not taken to rectify the past due balance. On May 20, 2015 Mr. [redacted] made contact with our service team and at this time was again made aware of the past due balance. Being that no action *ad been taken to rectify the billing issues Security Alarm Now continued to contact Mr. [redacted] leaving several voicemails from June to July; with no response from the customer Security Alarm Now was forced to submit the account to formal collections. Being that the account isnow submitted to collections all customer contact must be directed to the collections company, [redacted] at [redacted]If additional information is required please feel free to contact me directly. Best regards,Aashli M[redacted]Director of Operations[redacted]

This company is owned and ran by Mike M[redacted] along with Clear Call Solutions. Both are now bankrupt. It's not a shocker as we had the displeasure of working with this man. He does not pay his bills, it's a cash grab. Avoid any company associated with this "gentleman". He's basically a Donald Trump want to be.....

We received a telephone solicitation from this company for installation of a security system. After initially agreeing to set up installation we changed our mind. We found it very difficult to reach the company to cancel the sale. We were ultimately able to cancel when the technician called to confirm the installation. Despite this we received a charge for $104.05 on our credit card. We did reach the company to complain and they refused to refund it claiming this was a "nonrefundable" deposit. We have no recollection of such a statement on the phone and we received no written materials stating such a policy. This appears to be a very misleading and deceptive practice.

To Whom it May Concern,
 
We appreciate you bringing this to our attention as it is very important to us to make this right for our customer. We have scheduled a technician to come out to the customers home on friday 02/19 and confirmed this appointment with the customer to...

ensure he is happy with a working system. 
Please let us know if there is anything else we can help you with!

The appointment was rescheduled today due to weather. I accept that the weather in our area today made travel for the technician dangerous but do not wish for you all to close the complaint until after the work is done and my system is working properly.  Based on the company's past performance, I cannot simply accept their word and I wish for this complaint to remain open until the work is completed and my alarm system works.
Thank you,

I have received NO MESSAGE from the Business.  The Business has NOT communicated ANYTHING to me.

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!

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!

6 January 2016Revdex.com (Phoenix, AZ)4428 N. 12th StreetPhoenix, AZ 85014-4585Re: Case ID. [redacted] To whom it may concern, Unfortunately at this time we will not be able to help Ms. [redacted] solve her complaint. Ms. [redacted] signed up with...

our company 3/14/2014.  She spoke with us 2/03/2015 about her move. At the time she was given the correct information on how to go about getting her services moved. Unfortunately, instead of following the process, she had another dealership for ADT come out to her new home and install equipment.  After learning that was not the correct process, she then cancelled with the other dealership and never continued with the process with ADT corporate. Due to the process not being followed and not continuing her service when she moved she was charged the remaining 75% of the balance of her contract as agreed upon in her contract. We have tried to work with her and even lowered her balance to a total of $528.63 instead of $809.82. At this time, this is the amount she will have to pay to be released from the contract or we will have to move her account to collections. Best regards, Todd Z[redacted]Customer Service ManagerSecurity Alarm Now[redacted]

14 December 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.  I

want to apologize for the inconvenience this may have caused. 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. Ledger’s

check to her.  Ms. [redacted] $100 Visa

Rebate has been shipped from our office in Chandler, Arizona with the tracking

number of [redacted] 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 SupervisorSecurity

Alarm Now[redacted]