Review: This is actually more than just a billing & collection complaint, but I'll start there. For TWO billing cycles, there has been no pre-notification that the automatic debit was coming due. The money was just withdrawn from the account. When asked about this, the account rep said "they don't send notification". NONE of the other companies that auto-draft my account have EVER not notified me either via email or via postcard that the draft was coming up, so that I had time to make payment adjustments if necessary. Also, other than actually speaking to one lone woman, there is no way TO make adjustments to your billing account. No online access, nothing. Never mind the fact that the actual service does not seem to work consistently, and since being "bought" by [redacted], no one quite seems to know exactly who the monitoring service is....And when told I wanted to cancel my contract? I got transferred to dead air. Twice.Desired Settlement: 1st - create an online access system where I can go monitor my payments. 2nd - send notification of billing. 3rd - explain to me how we had over $3500 items stolen using your wonderful service. 4th - allow me to cancel my contract!
Business
Response:
Our office, both corporate and the local branch, have attempted to reach the customer to no avail. Our protocol is to schedule a field service call where we can inspect the system after the breakin occurs. When a customer signs up on automatic withdrawal, it is for a set date, normally either the 23rd or the 3rd of a given calendar month. Unless that "day" falls on a weekend, the withdrawal occurs on that specific day every month. Since the customer is aware of the date that the removal occurs, there's never been a need to notify the customer prior to withdrawing the money, since they've agreed and chosen the specific day. They can however, log onto the myasg.com website, create an account and see their account online.
If the customer does to cancel the agreement, we can do so. However, since the system was set up a little over a year ago, the balance of the agreement would still need to be satisfied. The customer may contact us at [redacted] to schedule the call.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9806582, and have determined that this proposed action does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
One single voicemail message from [redacted] at the Corporate office at ASG does not constitute "Our office, both corporate and the local branch, have attempted to reach the customer to no avail." My husband was going to contact him this morning, but due to this response, I'm not sure that is wise.
Regarding the breakin - as the system never indicated there WAS a breakin OR a malfunction until we accidentally triggered the alarm with no response from ASG did we notice the service was faulty. The company DID reimburse us a full quarter of monthly monitoring after THAT little screwup, but it still proves to me this service is inferior to ADT, Brinks, and Broadview - the company we had for 8 YEARS with no problems. Furthermore, when the alarm panel sent us "tampering" notifications back in September, I attempted to contact the monitoring station to determine what was going on, BOTH the local monitoring station and the ASG station denied having our account on file and referred us back to customer service. As we were out of town and had to wait until a weekday to CALL customer service, this is further proof to me that the service is substandard.
Regarding the monthly debit - we were never allowed to select a date of debit. In fact, we were never told this was even an option. Perhaps being "grandfathered in" from USA Fire & Burglar was part of the problem, but this was never discussed even once, nor was the "myasg.com" website....
As for cancelling the account, BECAUSE ASG has not lived up to THEIR end of the contract, I feel that we should not be held to our end.
Cancel it.
Regards,
Business
Response:
I have spoken to the customer, they are not interested in keeping services with us. I agreed to release from the balance of the agerement. Their account will be cancelled in good standing and they owe us nothing further.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9806582, and find that this resolution is satisfactory to me.
Review: This is actually more than just a billing & collection complaint, but I'll start there. For TWO billing cycles, there has been no pre-notification that the automatic debit was coming due. The money was just withdrawn from the account. When asked about this, the account rep said "they don't send notification". NONE of the other companies that auto-draft my account have EVER not notified me either via email or via postcard that the draft was coming up, so that I had time to make payment adjustments if necessary. Also, other than actually speaking to one lone woman, there is no way TO make adjustments to your billing account. No online access, nothing. Never mind the fact that the actual service does not seem to work consistently, and since being "bought" by [redacted], no one quite seems to know exactly who the monitoring service is....And when told I wanted to cancel my contract? I got transferred to dead air. Twice.Desired Settlement: 1st - create an online access system where I can go monitor my payments. 2nd - send notification of billing. 3rd - explain to me how we had over $3500 items stolen using your wonderful service. 4th - allow me to cancel my contract!
Business
Response:
Our office, both corporate and the local branch, have attempted to reach the customer to no avail. Our protocol is to schedule a field service call where we can inspect the system after the breakin occurs. When a customer signs up on automatic withdrawal, it is for a set date, normally either the 23rd or the 3rd of a given calendar month. Unless that "day" falls on a weekend, the withdrawal occurs on that specific day every month. Since the customer is aware of the date that the removal occurs, there's never been a need to notify the customer prior to withdrawing the money, since they've agreed and chosen the specific day. They can however, log onto the myasg.com website, create an account and see their account online.
If the customer does to cancel the agreement, we can do so. However, since the system was set up a little over a year ago, the balance of the agreement would still need to be satisfied. The customer may contact us at [redacted] to schedule the call.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9806582, and have determined that this proposed action does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
One single voicemail message from [redacted] at the Corporate office at ASG does not constitute "Our office, both corporate and the local branch, have attempted to reach the customer to no avail." My husband was going to contact him this morning, but due to this response, I'm not sure that is wise.
Regarding the breakin - as the system never indicated there WAS a breakin OR a malfunction until we accidentally triggered the alarm with no response from ASG did we notice the service was faulty. The company DID reimburse us a full quarter of monthly monitoring after THAT little screwup, but it still proves to me this service is inferior to ADT, Brinks, and Broadview - the company we had for 8 YEARS with no problems. Furthermore, when the alarm panel sent us "tampering" notifications back in September, I attempted to contact the monitoring station to determine what was going on, BOTH the local monitoring station and the ASG station denied having our account on file and referred us back to customer service. As we were out of town and had to wait until a weekday to CALL customer service, this is further proof to me that the service is substandard.
Regarding the monthly debit - we were never allowed to select a date of debit. In fact, we were never told this was even an option. Perhaps being "grandfathered in" from USA Fire & Burglar was part of the problem, but this was never discussed even once, nor was the "myasg.com" website....
As for cancelling the account, BECAUSE ASG has not lived up to THEIR end of the contract, I feel that we should not be held to our end.
Cancel it.
Regards,
Business
Response:
I have spoken to the customer, they are not interested in keeping services with us. I agreed to release from the balance of the agerement. Their account will be cancelled in good standing and they owe us nothing further.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9806582, and find that this resolution is satisfactory to me.