Advanced Protection Network, Incorporated

12/26/17Complaint: [redacted] Aloha Mr [redacted] ,Ms [redacted] ’s response dated 10/13/is not accurate I do not know where she got the information regarding the [redacted] GSM availability from, but [redacted] has had the GSM option even prior to the model of the alarm system that Ms [redacted] ’s mother’s store has She has the [redacted] and the GSM option was available with that model, as many customers prior to [redacted] becoming an APN Alarm customer, have the GSM option Therefore, her claim of [redacted] stating that the GSM option became available in late is simply not true I have [redacted] Corporate technicians that can vouch for the availability, should we be required to prove the exact availability MrSteven F [redacted] , the Service Manager at that time, instructed the technician MrPeter E***, to disconnect the landline service from the alarm panel to stop it from the beeping The beeping from the alarm panel, in this particular instance is to notify the Subscriber (customer) that the alarm panel had no outside communication (no landline) to connect to, in case of an alarm trigger Ms [redacted] is correct in stating that fact, because it was the Subscriber ( [redacted] ) that had their landline service with [redacted] disconnected The technician had warned Ms [redacted] , the Subscriber, that there is no outside connection for the alarm panel However, she is incorrect in the alarm panel “malfunctioning” because the panel worked fine It was only beeping due to the lack of the outside communication, which they, themselves terminated According to the technician, he was told by the customer that they would “think” about the GSM option and get back to APN Alarm, with their decision There is a cost upgrade, as well as a monthly recurring charge increase to have the GSM option The technician instructed the customer to call APN Alarm, when they decide At the time of the initial sale, the sales rep, Marcelle Liana, had also written on the front of the contract, “ may upgrade in future to [redacted] **” The contract was signed on 6/9/ [redacted] ® is an app used to allow connectivity with your mobile phone to your alarm panel This is capable with the GSM option The means the increase in the monitoring rate to a month, from a month, for the landline connection, which is signed by MsLan [redacted] Therefore, it was appears quite obvious that back when the alarm system was sold (6/9/12), the GSM option was available and presented by the sales rep but declined by Ms [redacted] , the Owner of [redacted] I do have records that show we have attempted to make contact with [redacted] on numerous occasions, dating back since May of According to our records, we have left messages on [redacted] to attempt to collect on the unpaid invoices I do show the last time, prior to September 2017, we tried to reach Ms [redacted] back in September In one of our attempts, we also have reached out to Ms [redacted] (since her phone number was also listed) and she informed us that lives in the east coast and advised us to call the store after 3:00pm HST, because that is when the store is slow We will be happy to provide any copies of documents needed to further prove our claims Respectfully, [redacted] ***p.p Alvin H [redacted]

[redacted] ***, Thank you for the return call this morningThe situation regarding [redacted] has been resolved with the customerPlease make this notation on the claimThere are no issuesI look forward to hearing from you Thank you, Kimberlee [redacted] N [redacted] Advanced Protection Network, Inc

Good morning, Attached you will find two documents: the first, a letter authorizing my involvement in [redacted] 's complaint regarding APN, IncThe second, is a current photograph of the alarm system screen that is currently still mounted at [redacted] which shows that the alarm is not function and has not been functioning since the system was disarmed and disabled by APN's technician in the Spring of We did not receive a service record at the time of the disarm/disable in 2015, but APN should have record of the formal complaint we filed with them when the alarm sounded and we were unable to disable the alarm ourselvesWe were told at that time that the alarm was malfunctioning due to our business' decision to transfer our landline to mobile, but the discovery work took about 24-hours to sort out the issue and disarm and disable the systemThis process was organized through APN's employee, Steve P [redacted] and his technician teamPlease let me know if any additional information is requiredThank you,J

Everything has been resolvedAll equipment has been removed and customer has been reimbursedA signed copy from customer is enclosed with payment and a statement that all monies have been refunded in full

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I spoke to Mr*** *** yesterday regarding his account. His account was closed on August 31, because I removed him from our system. However, I failed to double check to make sure he was completely out, which is why his account continued to charge for September and
October. I apologized to Mr*** and I took full responsibility for the mix up. Since he had already requested a charge back for the payments, I will not refund him or else we will be paying double the amount owed. He understood and he accepted my apology. Moving forward, I made several checks to make sure he was completely cleared from our system so that no future payments will be charge

We contacted *** *** and she said she said she would send me the info of what she sent to a previous employeeShe asked why we were asking and I told her I was following
upShe said give her a few daysFrom the last time I spoke to you to present, I am still waiting on the info from *** *** so I can follow up. Thank you, Kimberlee ***

Initial Business Response /* (1000, 10, 2014/02/19) */
Contact Name and Title: *** *** ***, President
Contact Phone: 808-***
Contact Email: ***[email protected]
First off, I'm sorry Mr *** has had problems with his alarm systemAs we have proven thru 20years of service,in
over 12,customers we do care about our customersThere are several discrepancies in Mr ***s letterFirst of all,the equipment has never malfunctioned and has always worked as it is designed to workSince no one lived in the house there was no one there to control the geckos,insects,and other critters from leaving the house vacantEach time Mr *** called in, we responded and sent a technician out to address the problemIt is the customers responsibility to control the environment in his homeWe have no control over thatMr *** signed a year contract for monitoring servicesWhen he stopped paying his bill early on in the contract, we did make several calls to him to try to collect the past due monitoringAt that point, service would normally be suspended until he pays his billBut in Mr ***s case, we kept the monitoring active the entire timeAs far as not responding personally to Mr ***, that part is incorrectMy secretary *** over the last months has attempted to reach Mr *** a half a dozen timesI have personally called or times myself to try to resolve the matterMr *** has been non responsive to all of our attemptsMr *** owed a couple thousand dollars for the balance of contractI had offered him for $to void the contract and erase his entire balanceSince that offer, he will not answer phone calls and has not responded to the offerI am sensitive to his situation with his parents and feel that the problems with the alarm were the fault of the customers environment and not the Honeywell alarm system as our technicians documented on their service call work ordersBut I am still willing to assist Mr *** in erasing more than $that he owes our company and removing the alarm equipment from the houseThe RICO investigator agreed with me that my offer of $was more than fair and I still offer that to Mr ***I have further emailed correspondence from our APN secretary and Mr *** if you would like further communication about this situationI do not want to leave this unresolved and I am willing to meet with Mr *** if he would respond to our many phone calls to resolve this once and for all
Thank you very much,
*** *** ***
President
APN Alarm Company
Initial Consumer Rebuttal /* (3000, 12, 2014/02/28) */
See attached
Final Business Response /* (4000, 31, 2014/05/23) */
Sent: Friday, May 23, 11:AM
To: *** ***; *** *** ***
Subject: Case # *** Mr*** ***
Please update our file with this info
We have mailed the original along with a copy and a self addressed stamped envelope to
Mr***
Thank you,
*** *** ***
Final Consumer Response /* (3000, 19, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is not acceptable
I have returned every phone call from APNMost of the calls were about the monitoring fees and not about the multiple problems we have had with the alarm systemWhen I brought up anything about not having heard from APN about my specific problems, I was told that they were the billing department and couldn't answer my questionsSeveral times they said they would get someone to call meA few times, someone did, but then I was told that they were not the decision-maker of the company so they couldn't resolve my problems
We installed the APN alarm equipment in Feb Within weeks, we already had alarmsA technician came to investigate in March at my requestHe said he didn't know why the alarm was going off and he speculated that maybe the sensor was triggered by a bug or something walking over the face of the sensorHe suggested putting a second sensor in the same room in a different location and linking them so that both sensors would have to have something walking over them simultaneously for the alarm to be triggered
It seemed to work for about months, then alarms began happening again frequently in SeptemberAlthough I reported it, no one came again to investigateSo I had to shut down the alarm and stop using it and I wrote APN that I was doing that because no one had responded to my request for an evaluation and I didn't want to get more alarmsI had gotten a letter and fine from the City & County for the first alarm in FebruaryThe letter said that subsequent alarms would have higher finesI was very concerned because, by then, there were about alarms
*** *** *** is only guessing, as did his technician, that bugs and geckos are to blame, Neither of them can know for sureThe technician told me it was his best guess, and *** has never been to the house himself to look things overIt's only an assumption that bugs and geckos are to blame, maybe even an educated guess, but *** repeats it as though it is the truthThe point is, no one came to the house a second time when we reported numerous alarms happening againWhy would there be a 5-month hiatus from April to August, then suddenly the bugs and geckos decided to start walking over the sensors simultaneously again (and repeatedly) in September? There were multiple alarms again starting in September
One day in September the alarm went off when I was at home working with a plumberThe alarm was not armed because I was walking in and out of the house all morningNevertheless, the alarm went offI reported this to APN, but no one came out to check it out
*** *** *** has never addressed what he knows to be my requests: 1) terminate the contract and end any relationship between us, 2) remove the equipment, and 3) compensate my parents for the money they spent for equipment that worked properly only months in yearsMy parents spent over $1,for a system that gave them only months of reliable service
Mr*** *** has a pattern of ignoring our concerns, questions, and requestsExample, when we asked for a history of the performance of our alarm system because the alarms were starting again in September, it took APN months to show us the historyI got it in May The request was done times by phone and also by letter starting in October
***'s latest response is not acceptable because it neglects to address multiple problems we've had with the equipment and with the companyI've made my concerns and requests clear and in writing to APN multiple times*** has not taken a hanapproach to a resolution
Example, I had a face-to-face meeting with *** in which I asked him why I had not gotten a single response to letters I had written describing the problems we were having and requesting assistanceI asked him what happens when a customer calls or writes a letter with a concern about the system, or requests helpI asked him who in his company receives the letters and how are the concerns handled because I never got the help I neededHe said he was unaware that I had written any letters at all to APN until just before our meetingHe said his operations manager was out of town and was returning in daysHe said he would speak to her on her return and get back to meHe never called me on this matterI don't know if he even had a conversation with CarlyI don't know what the outcome of that conversation was because he didn't call me and there was no pro-active step taken by them
In that meeting, I told *** that my desire was to terminate the contract, have the equipment removed, and consider some rebate to my parents for their purchase of equipment we couldn't use because of so many alarms and so little help from APN to resolve the problem
*** knows these conditionsThat he still doesn't address these matters is hard to understandHe is the owner of the companyHe could resolve this matter tomorrowIt is only fair to my parents who are aged (and 90) and on fixed incomes to return money they could put to better use for their health and medical expenses at this time in their livesThe alarm system has been idle since October and *** knows we have stopped using itWe look to him to do the right thingOnly he can end this long, protracted problem
We seek the solution we have stated and hope to get relief from this frustrating situation
Business Final Response /* (3000, 26, 2014/05/12) */
We are cancelling Mr ***'s contract and sending him a copy of what we have agreedThank you for all your help in resolving this matter
*** *** ***

First of all we have worked out any and all differences wih *** *** and the customer is satfstied with our resolutionThe customer was behind on paying their monitoring and service charges that APN had performedThe customer was told that they needed to pay the bill before we continued
to do service work for himWe had received a couple of bounced checks in the past for work performed by APN and under the circumstances we were not willing to do continued work without paymentThe owner *** *** *** went and met with the owner *** and they have resolved all issues and we went out and serviced themAll is good

Complaint: ***
I am rejecting this response because:While I understand the contractual responsibilities, the retelling of the technician review is simply inaccurateIn the summer of 2015, a technician came out to inspect the security unit to see what the issue was in regards to it malfunctioning(The unit was sounding alarm incessantly and we needed help disarming the unit)The service was organized by MrStephen P***, APN's representative, who relayed to me that the malfunction was because of the connectivity between the unit and the no longer present landlineHe relayed that H*** (the security monitor manufacturer) did not yet have the capability to process the GSM (remote/wireless) optionWith the information, we requested for the contract to be terminated based on the lack of functionalityThe technician disarmed and disabled the unit that day. According to H***, the GSM capability became available in late While I respect Ms*** ***' claim that they continued to provide monitoring service, my question is to howWith the unit that we had installed disarmed and disabled by APN's tech team and after my conversation with MrP***, the monitoring service provided is in questionAlso, according to the contract, nonpayment within days would result in outreach to the client, and we can confirm that the first we heard of this nonpayment issue was in September APN had multiple forms of potential contact and we felt this issue could've been resolved much sooner rather than years after the last point of contact.
Sincerely,
*** ***

This APN company sure knows how to take advantage of people who are need of security Instead of giving the peace of mind that their system works to keep your home and you safe, they know how to keep your financial unsafe They lure you in with their so call experience in making sure that you're getting the best service (which is a crap of bs), they have their so call family install and make a verbal agreement of able to cancel after a year of service of not being satisfy But after a year, they then tell you that their verbal agreement is our word against them It would hold out in court They don't return your call even things with their system don't work, double charges your and say that it's not covered This company is a bad Karma They don't even care of they suck you dry financially Hopefully, their business will close down due to lots of complaints from the people they took advantage of

[redacted]
[redacted]
"">[redacted], Thank you for the return call this morning. The situation regarding [redacted] has been resolved with the customerPlease make this notation on the claimThere are no issuesI look forward to hearing from you Thank you, Kimberlee [redacted] N[redacted] Advanced Protection Network, Inc

Aloha [redacted],I was just informed that a complaint that I had answered back on October 3, 2017 was never received by the Revdex.com.  It was sent through [redacted]’ login, since she is the owner of the Advanced Protection Network account with the Revdex.com.  I was unaware that it was not received and I was not informed by Kim that any email correspondence was returned to her.  Luckily, I saved the file and I have the reply that I sent on October 3, attached here.  I signed it for [redacted], as she had asked me to write the letter on her behalf, as she was not very knowledgeable of the subject or situation.  I apologize for the lateness but if you could open up the case so that I may view it, I would appreciate it.  Thank you,   Alvin H[redacted]General Manager APN Alarm Company197 Sand Island Access Road, Ste 200Honolulu, Hawaii   96819Service [redacted]Fax: 808-484-9599Email: [email protected]

Everything has been resolved. All equipment has been removed and customer has been reimbursed. A signed copy from customer is enclosed with payment and a statement that all monies have been refunded in full.

[redacted]
[redacted]
[redacted]
[redacted]   [redacted],   Thank you for the return call this morning. The situation regarding [redacted] has been...

resolved with the customer. Please make this notation on the claim. There are no issues. I look forward to hearing from you.   Thank you, Kimberlee [redacted] N[redacted] Advanced Protection Network, Inc.

We contacted [redacted] and she said she said she would send me the info of what she sent to a previous employee. She asked why we were asking and I told her I was following up. She said give her a few days. From the last time I spoke to you to present, I am still waiting on the info...

from [redacted]  so I can follow up.    Thank you, Kimberlee [redacted]

Good morning, Attached you will find two documents: the first, a letter authorizing my involvement in [redacted]'s complaint regarding APN, Inc. The second, is a current photograph of the alarm system screen that is currently still mounted at [redacted] which shows that the alarm is not function and has not been functioning since the system was disarmed and disabled by APN's technician in the Spring of 2015. We did not receive a service record at the time of the disarm/disable in 2015, but APN should have record of the formal complaint we filed with them when the alarm sounded and we were unable to disable the alarm ourselves. We were told at that time that the alarm was malfunctioning due to our business' decision to transfer our landline to mobile, but the discovery work took about 24-48 hours to sort out the issue and disarm and disable the system. This process was organized through APN's employee, Steve P[redacted] and his technician team. Please let me know if any additional information is required. Thank you,J.

12/26/17Complaint: [redacted]Aloha Mr. [redacted],Ms. [redacted]’s response dated 10/13/17 is not accurate.  I do not know where she got the information regarding the [redacted] GSM availability from, but [redacted] has had the GSM option even prior to the model of the alarm system that Ms. [redacted]’s mother’s store has.  She has the [redacted] and the GSM option was available with that model, as many customers prior to [redacted] becoming an APN Alarm customer, have the GSM option.  Therefore, her claim of [redacted] stating that the GSM option became available in late 2015 is simply not true.  I have [redacted] Corporate technicians that can vouch for the availability, should we be required to prove the exact availability.  Mr. Steven F[redacted], the Service Manager at that time, instructed the technician Mr. Peter E[redacted], to disconnect the landline service from the alarm panel to stop it from the beeping.  The beeping from the alarm panel, in this particular instance is to notify the Subscriber (customer) that the alarm panel had no outside communication (no landline) to connect to, in case of an alarm trigger.  Ms. [redacted] is correct in stating that fact, because it was the Subscriber ([redacted]) that had their landline service with [redacted] disconnected.  The technician had warned Ms. [redacted], the Subscriber, that there is no outside connection for the alarm panel.  However, she is incorrect in the alarm panel “malfunctioning” because the panel worked fine.  It was only beeping due to the lack of the outside communication, which they, themselves terminated.   According to the technician, he was told by the customer that they would “think” about the GSM option and get back to APN Alarm, with their decision.   There is a cost upgrade, as well as a monthly recurring charge increase to have the GSM option.  The technician instructed the customer to call APN Alarm, when they decide.  At the time of the initial sale, the sales rep, Marcelle Liana, had also written on the front of the contract, “ may upgrade in future to [redacted]”.  The contract was signed on 6/9/12.  [redacted] ® is an app used to allow connectivity with your mobile phone to your alarm panel.  This is capable with the GSM option.  The 45 means the increase in the monitoring rate to 45.00 a month, from 25.00 a month, for the landline connection, which is signed by Ms. Lan [redacted].  Therefore, it was appears quite obvious that back when the alarm system was sold (6/9/12), the GSM option  was available and presented by the sales rep but declined by  Ms. [redacted], the Owner of [redacted].  I do have records that show we have attempted to make contact with [redacted] on numerous occasions, dating back since May of 2015.  According to our records, we have left messages on [redacted] to attempt to collect on the unpaid invoices.  I do show the last time, prior to September 2017, we tried to reach Ms. [redacted] back in September 2016.  In one of our attempts, we also have reached out to Ms. [redacted] (since her phone number was also listed) and she informed us that lives in the east coast and advised us to call the store after 3:00pm HST, because that is when the store is slow.  We will be happy to provide any copies of documents needed to further prove our claims.    Respectfully,[redacted]p.p.  Alvin H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Everything has been resolved. All equipment has been removed and customer has been reimbursed. A signed copy from customer is enclosed with payment and a statement that 
all monies have been refunded in full.