Mid-Atlantic Control Systems

Review: I have been a customer of Mid-Atlantic Control Systems since summer 2009 when I first bought my townhouse. Last year I tried to terminate my contract; however, I was informed that it was not within the 60 day window for termination. As a result, the company decided to automatically renew my contract thru 16 July 2015. In early March 2013 I contacted their customer service requesting information on their early termination fee. However, I still have not received a response. I have prior experience where it was difficult to get in touch with someone from this company.

The below verbiage is from one of their emails last year:

" We have reviewed your account and contract and see the account has rolled over into another 3 year term. According to the agreement signed on 7/16/2009 under 2. MONITORING PRICE, TERM AND SERVICE paragraph two: After expiration of the initial term and after expiration of any renewal term of this Agreement, this Agreement shall automatically renew for an additional three (3) year term, unless you or the Company shall have given the other party notice of termination of this Agreement at least sixty (60) days prior to the expiration of the then current term."

Your term of service is now through 7/16/15.Desired Settlement: I would like a written response from the company to explain and list the costs of early termination of service. I have reviewed a copy of my initial contract (from June 2009) and do not see any mention of early termination of service clauses. Moreover, the company needs to improve their customer service process and procedures in terms of acknowledging receipt of customer inquiries/complaints.

Business

Response:

We don’t have any record of a cancellation request from [redacted] and until this Revdex.com complaint have not directly heard from her. Our office is open each week day from 8:30am -5:00pm and [redacted] could have called to discuss her account. Our number is [redacted]. In general, our monitoring plans are similar to a cell phone or cable plan where you sign-up for a specified term with a renewal period. We understand that with today’s economy people are struggling and we have worked with other clients on payment options and other monitoring plans. Unfortunately we have not heard from [redacted] until she posted her Revdex.com complaint so we were not given the opportunity to discuss either. We have tried to contact [redacted] but got here voicemail. [redacted] has been a good client and her account is in good standing. We would like the opportunity to discuss this matter directly. Please contact us by phone at your convenience any week day from 8:30-5:00.