Alliance Security, Inc.

I have reviewed the response submitted by the
business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I don't know if the person who responded to this message really knows about this case, I never spoke to someone over the phone about this installation prior of the contract and if so I request them to send me the recorded conversation because I know you all record conversations for training purposes, this person is saying that the salesman that used to work for *** never work for their company and in the attachment you can see his signature on the contract that I requested from your company because since I didn't know he was transferring me to a different company I just signed it without reading it deep and he never gave me a copy of this, he said he needed my signature to confirm that he was giving me the newest equipment and never informed me about a new company, after the salesman "*** ***" came to the shop and changed the equipment (i have that recorded on my security cams) he said another person will come to program the system and I think the next day or withing days a different person came and programmed the equipment and all the stickers and the signs with the *** name on are still on my business (so that's very weird that a company that start with a new customer is going to leave all the promotion signs of another company and not use their own signs) you said that I told your company that I didn't have a contract with *** which is not true because I have the copy of my contract with them saying my contract finished on June (I don't think a person is going to start a new contract with a different company months prior of the end of this contract), another thing I also have all the checks that I sent to *** for those months and also I have the proof that Alliance Security was taking the money out of my account for the same months(without authorization because that guy used the check I gave him to write my account number on the contract and discount the money from my account I have the proof on the contract that I didn't wrote those numbers)(Also you never sent a bill to me in paper or email so I didnt know about this Fraud before) ( I don't think a person is going to pay alarms services at the same time for the same service knowing it, unless that person wants to waste money and that's not my case). You also said that I waited 9+ months (Not true) I have been contacting your company since the beginning of June(that's months and couple days) when my actual company *** came to renew my contract and they noticed that the equipment that I have was not from their company and then I realized what happened and they said that the salesman was doing that to other customers since he started working for your company and in that moment I started calling your company by the way very rude customer service employees. The last thing I never called your company saying that I cant afford to pay (WHAT A LIE) because you were taking the money out of my account for months so I was paying it till I realized what was going on and I always pay all my bills in advance but NO WAY I don't gonna pay your company because I don't have a service with you and I don't want to have a service with a company like yours with all of those bad reviews everywhere, also I have been with *** for years and I never had a problem with them and I never planned to change that service so that's why I resigned a contract with them because I was happy with their service and I also have their service in my house working perfect. I'm not trying to get money back from your company even that I know I deserve it, all that I want is for you to get me out and cancel a Fraudulent contract that you made and stop calling me, because I dont have a service with you anf I dont want to have one (I WONT BE IN A COMPANY WHERE THEY DONT CARE ABOUT THEIR CUSTOMERS AND LIKE YOU SAID WHEN YOU CALLED ME YESTERDAY WHEN YOU SAW THIS COMPLAINT YOU DONT CARE ABOUT REVIEWS THAT MEANS YOU DONT CARE ABOUT CUSTOMERS)
*** ***

Alliance Security directed the customer to hire an electrician only after finding an electrical issue within the home, unrelated to the alarm system, which prevented us from being able to install the thermostat They did however proceed to with the rest of the installation, was not charged for
the thermostat, and as outlined in their response did not further inquire with an electrician so we could provide that device The customer also after being installed had some issues with the Camera which was attributed to the internet speed and connectivity issues related to their modem/router and not the camera or the Alarm service itself.After further review of the contract it seems both *** and *** are on the agreement and the account from which we were drafting was provided to us in the home by Mr*** for automatic payments Since the signing of the contract the customer has since cancelled automatic payments At this time, if the customer has moved, Alliance Security is willing to move the system to the new location for them, free of charge and all we ask is to continue the agreement which was signed in the home

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedI am grateful for the time and attention paid to this matter by the Revdex.com.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We have spoke with Ms*** a number of time attempting to come to an amicable resolution. A number of options were offered to reduce the cost and continue with the monitoring services however Ms*** is demaning cancellation of her Alarm Agreement. Typically cancellation equates
to 80% of the contract value which in this case would be in excess of $1,300. Contraty to what is stated in Ms***s complaint we offered to reduce the buyout to $while leaving Ms*** with the following equipment; 2GIG Panel, door contacts, Glassbreka, Motion, Medical Pendent, Keyfob Remote and Outdoor Cams. From a financial standpoint the figure of $would not even cover the equipment we have offered to leave her with, nevermind technicians time/labor plus any administrative costs. This was never provided in writing to the customer because it was never promised. Should Ms*** like to speak about the matter further she may call us at ***

Please be advised we were unable to reach Ms*** at the number listed of (999)-999-and do not have any working contact numbers for her However after further research Alliance Security has come to the conclusion that the accounts may have been setup in error through the Cleaning
Agency which Ms*** had hired around the time of the installation Ms*** should call into our Account Solutions Deptat ###-###-#### so we can confirm her actual mailing address so we may send her the proper documentation regarding the null and void on these accounts

Ms*** called into us off a referral from her friend and we offered the same exact promotion when it comes down to the $monthly rate for a year committment. This was explained during the initial Sales Call as confirmed through our records. The error came in the processing
of the account as it was submitted as a "Call-In" customer rather than a "Protect-A-Friend" and the latter would not be subject to a credit check. We do acknowledge the credit was ran in error and can assist Ms*** in removing the inquiry. We have sent a Dispute letter to be submitted to *** to *** - It should be mentioned in previous instances Consumers have submitted this letter and *** stated this is the "old" way and the customer should dispute through their online portal. It seems that not all of the TU Reps have been made aware that this method is no longer practiced. Customer made mention of not being able to do so online however she may do so through the following link; ***If the customer has any other questions or concerns feel free to call us at ***.Thank you

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Alliance was scheduled to visit my house for an appointment on 10/27/16; I called and they advised me that they need to reschedule (note they did not call me, I called them and it was already after the time they were to show up). This was the 5th time; an appointment was missed. The previous four appointments were no call/no show. Each appointment was a hour window of time; where I was obligated to be home. hours of my life wasted!!! I understand that maybe "special tools" were required and maybe there were "shipping conflicts"; but they should not make an appointment and have me waitingEspecially not timesIn addition; my house was not secured appropriately for over months. Alliance debited months of service and my house was not secured.... Therefore month credit does not cover what I paid.Yes; on 10/28/they fixed my problem. But now I have another problemI do not want to be with a company that does not have respect for my timeA company that will have me waiting times and not show up. The problem is that I am being held hostage and I am stuck with the companybecause of the contract.I would like out of my contractThe only resolution I would find acceptable is that they allow me to cancel my contract without penalty. In addition I would like a complete refund of the costs of securing my home (since it was not secured) for the last months. Regards,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Please be advised Alliance Security is still in business!!! Based off the history of the account it looks like the consumer had called in and spoke with a representative on October 3rd and requested technical support Due to the wait time we had offered a callback to the customer which
occurred hours later, same day No answer days pass and on October 7th we called customer again, voicemail left.Seems like customer attempted to call us on October 10th and we were closed Customer then sent an email to Customer Service at Alliance stating they were unable to contact us It was Columbus Day and our Customer Service offices were indeed closed If immediate assistance were needed our monitoring company is available to handle calls 24/ Alliance Security responded to the email the customer had sent when we called them again on October 12th at which point another voicemail was left.Today is Friday October 21st and we once again just attempted the consumer at the number provided, no answer Based off the notes provided the issue seems to be a door contact which is reading open when closed Alliance is more than willing to rectify the issue either over the phone or by sending a tech to the home We will attempt to make contact again or the customer may call us at ###-###-#### to speak with a representative Our hours are M-F 9am/EST til 7pm/EST and Saturdays 9am/EST til 5pm/EST We are closed SundaysMONI is available is the instance for any immediate concern or Alarm Activity

The Service Agreement the customer had signed outlines $55.99/month exclusive of any State Sales Tax *** *** (Dealer for Alliance) also conducts a Quality Control call in which it is stated that their monthly monitoring rate may be subject to State Sales Tax To resolve the issue, we
would be willing to reduce the rate in order to offset the taxes being applied Our efforts to reach the customer have gone unheeded in recent weeks as we have been calling to address the buyout issue with the other company as well In all cases where we pay off another company we require proof of the payoff amount and then send a check to the customer We still have not received this documentation after multiple attempts to reach customer have been made Finally, regarding the service aspectthe customer states his system does not inform him when there are doors left open This is a simply a setting which can be changed through the panel or over the phone with a Customer Service Rep At this time there is no record the customer has ever called into us to rectify these issues and it is possible the other company is now offering a better rate Pro Link and Alliance are willing to address and resolve all the above issues should we have contact with the consumer The customer may cal our Account Resolutions Deptat *** ext***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

We have emailed the customer an addendum confirming the rate change to $(exclusive of any tax) and customer has been directed to call into our Customer Service Deptat *** so we may diagnose any service concerns If the customer would like we may also setup a time and date to go to the residence and get new ppwk reflecting the new monthly rate

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

To Whom it May Concern,After reviewing our records we show no indication that calls were placed to the number provided Alliance Security takes DNC regulations serious and has numerous systems in place to ensure complianceWe have, however, placed the number provided onto our internal Do Not
Call list If there are any additional numbers that should be added please let us know and we will do so promptly Please reach out should you have any additional questions or concerns. Thank you,*** ***Business Operations ManagerAlliance Security*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have turned it over to my attorney and they will be handling all communications from now on and the attorney generals office of Michigan is opening a case soon and they will be talking to the company there is nothing elese I have to say to a crooked company as such as them my attorneys have sent them a certified letter to which they schould receive soon
Regards,
*** ***

Please be advised we spoke with the customer and have have come to a mutual agreement; the customer is willing to continue the service with a lowered term of months. We have also applied a month credit towards the account to offset any payment made to their previous company while under
agreement with Alliance. The revised contract has already been signed by the consumer and returned to Alliance. Customers *** shows an active system with no trouble conditions. Customer has armed the system as recently as today and is satisfied with the resolution

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
My name is *** *** I am responding to complaint # ***I have not received the $refund that was promised me by 'Alliance Security, dba SHS (safe home security *** *** *** *** ** *** ** ***), I was instead drafted $in February for yet anther monthly payment, the equipment was returned to Alliance on 2/17/2018, why they are stilling billing me is beyond me, I also received a notice dated 2/26/from SHS stating that I owe $for a return processing fee and $per month additionally for not payingit was signed by 'the accounting staff and to call 1-*** *** *** to reinstate my payment
Regards,
*** ***