AFA Protective Systems, Inc.

I have received and reviewed the information detailed in Complaint #***. After researching our operational history with the customer, our field technicians, sales representative, and *** *** records contradict the accusations in the customer’s complaint. However, they did
acknowledge there has been some dispute and misunderstanding about what we are required to do as a fire alarm *** *** and service company. We installed a cellular communicator to connect the existing fire alarm system to our *** *** for fire alarm monitoring service. We also have an agreement to provide inspection service for the fire alarm and, when required, provide service on a time and material basis. The customer’s complaint indicates we improperly installed the fire alarm communicator and that it was not, or is not, communicating with the *** ***. Our inspection and service technicians confirm that there were many problems with the existing fire alarm, but not with the communicator we installed. Our *** *** has been receiving daily test signals and alarm communications since its installation. The complaint also indicates that we are not providing services paid for, referencing alarm resets not performed. The local fire department requires us to respond to each alarm activation to reset the alarm and address any system issues that may have caused a alarm. The customer doesn’t believe we should need to respond and doesn’t want to pay for the responses. Additionally, there have been occasions when the alarm has already been reset when our technician arrives I believe this circumstance is what the customer is referencing in the last part of the complaint. If we are required to respond and our technician finds the system has been reset by someone else, our customer will still be invoiced for the response. We have communicated this information to the customer and have met with the local fire department to confirm our requirements for service. We’ve also reduced charges incurred because the customer was not aware we were required to respond to alarms. We do not believe the customer is owed a refund for services, but we are open to discussing a resolution with him or discussing releasing him from his contract with our company to allow him to work with a provider he may be more comfortable with. *** ***AFA Protective Systems, Inc.New England Regional DirectorHigh StreetBoston, MA 02110*** *** *** *** *** ***

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 # [redacted]For Invoice A, a back-up detail was requested for why the cost was so high and what was specifically performed.  This was not provided. Please provide. My understanding was the battery for the cell communicator died because their module was improperly grounded and therefore the battery did not charge.  I inquired as to why the battery was not covered under warranty, and failed to receive an acceptable response.  I would claim this is a faulty install. For Invoice B.  Please provide actual service rendered.  No service was provided.  Did you actually reset alarm?For Invoice C.  Please provide actual service rendered.  No service was provided.                
Regards,
[redacted]

This is a follow up to my initial response to Complaint # [redacted], below is a series of emails between the customer and [redacted] Fire Department.  Reading from the oldest to the newest it should provide additional explanation of our position regarding the services and charges disputed by the customer.  Our sales representative was copied on the exchange. [redacted]. [redacted]AFA Protective Systems, Inc.New England Regional Director200 High StreetBoston, MA 02110[redacted]  [redacted]  [redacted]
[redacted] From: [redacted] Sent: Monday, December 19, 2016 12:50 PMTo: Mike [redacted] <[redacted]>Sub*ect: FW: Runner service Re: [redacted] Regards,  [redacted]AFA Protective Systems, Inc.Life Safety Systems ConsultantOffice:  ([redacted]      [redacted]
[redacted]      [redacted]200 High StreetBoston MA. 02110[redacted]
[redacted] Confidentiality Statement: This message is from AFA Protective Systems, Inc. and is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender.   From: [redacted] [mailto:[redacted]] Sent: Monday, December 19, 2016 11:49 AMTo: '[redacted]' <[redacted]>Cc: [redacted] ([redacted]>; '[redacted]' <[redacted]>; [redacted] <s[redacted]>Sub*ect: RE: Runner service [redacted],By law they have to send someone, even if you have a contractor on site. They would be in violation of the law, and would be sub*ect to fines and be reported to the State Fire Marshal. [redacted] S. [redacted] Fire DepartmentSuperintendent of Fire Alarm    ###-###-####[redacted] From: [redacted] [mailto:[redacted]] Sent: Monday, December 19, 2016 11:33 AMTo: [redacted]; [redacted]Sub*ect: Re: Runner service [redacted],  I am not refusing, *ust they need to get approval at the time, as  currently they are  coming out to reset alarms and performing work not needed when licensed  electrical and sprinkler contractors are working at the building, and are quite capable of addressing the problem.  Would you kindly forward a copy of this email.  -[redacted] On Mon, Dec 19, 2016 at 7:07 AM, [redacted] <[redacted]> wrote:[redacted], I have received an email from AFA. In this letter they are stating that you are refusing to  have a runner service for your alarms. I am advising that you cannot do this. NFPA section 26.3.8.1.2. Clearly states that if you have a [redacted] monitor they must have a runner service respond within two hours. The [redacted] Fire Department does not reset [redacted] alarms. We only make sure there is no emergency and silence the alarm. AFA is reasonable for the  runner to reset and getting the problem corrected. [redacted] S. [redacted] Fire DepartmentSuperintendent of Fire Alarm    ###-###-####[redacted]

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 # [redacted]. 
[1. Failed to provide billing detail as to what was performed on invoice supplied.  They have basically *ust copied their original response which was equally non-informative.  The company fails to research their work, and have had somewhat poor workers provide service in past.2.Failed to provide details as to service provided on other invoices [see prior attachments] as requested. 3.Improper install of cell communicator with failure to ground properly.   This resulted in failure of battery to charge. We have other electricians that were present on site that can attest to this.  Excessive charge for fixing a problem that never should have existed with a proper install.4. Fraudulent billing charges with no ad*ustments provided.  Rates were different on original contract. 5. Misrepresentation at time of sale as to additional costs of alarm response requirements.  These were not specified in contract or agreed to.  Failure and misrepresentation at time of sales as to actual costs and services provided.  If we had know, we would not have hired them.  We see reimbursement for the installation.]
Regards,
[redacted]

Dear Customer,We understand the frustration and disappointment this situation caused you and your group.Had there not been an airline strike that was stranding thousands of passengers in Germany,you would have enjoyed your 10 day tour in the Holy Lands.However, circumstances allowed you to cancel...

the tour at the last minute and receive a fullrefund from Lufthansa on typically non-refundable tickets. Their approval of this cancellation iswhat we were waiting for, because we would not recommend you cancel if Lufthansa did notagree to a full refund, At the last minutes prior to your boarding your plane, per youraccount the word came from Lufthansa that due to the enormous number of passengersstranded in Germany, they would allow groups to cancel with a full refund. This offer waspresented to the Tour Host, and he discussed it with his passengers and decided to cancel theirtour and travel at a later date.Our ability to rebook the group was dependent on receiving the refund from Lufthansa. Inconversations in early December, the group selected a date in early January. Upon discussionwith our Airline Consolidator, they had not received the refund from Lufthansa yet and theirability to purchase tickets for a new tour date was on hold until the monies were received. Notonly were we waiting on the refund, but once we would’ve received the refund, we were upagainst finding enough seats for the entire group on a flight that would be departing during ahigh travel season, with less than a month’s time.We attempted multiple times to contact Lufthansa directly, however we were informed thatinformation would only be provided to the ticketing agency that the airline tickets werepurchased from, and we were to contact them for details.We were not getting information from our agent at Mill Run Tours, so we contacted their headoffice for details towards the end of December. They informed us that Said K[redacted] no longerworked for Mill Run, but was an independent agent booking air with Mill Run Tours. Beadvised that we had been working with Mill Run Tours for the past 30÷ years, and were toldto work directly with Said K[redacted] by Mill Run. We were never informed that he was anindependent agent and always were led to believe that he was an employee of Mill Run.Email correspondence between Said and our company states that he is a BusinessDevelopment & Account Executive of Mill Run Tours.Our Tour Host informed us that one of his passengers had a friend who worked for United, andshe was told that Lufthansa had refunded the Airline Consolidator in early December. As wehad attempted to contact Lufthansa and was given the run around, we were able to contact theAirline Reporting Corporation (ARC), who confirmed that the Airline Consolidator had beenDear Customer,We understand the frustration and disappointment this situation caused you and your group.Had there not been an airline strike that was stranding thousands of passengers in Germany,you would have enjoyed your 10 day tour in the Holy Lands.However, circumstances allowed you to cancel the tour at the last minute and receive a fullrefund from Lufthansa on typically non-refundable tickets. Their approval of this cancellation iswhat we were waiting for, because we would not recommend you cancel if Lufthansa did notagree to a full refund, At the last minutes prior to your boarding your plane, per youraccount the word came from Lufthansa that due to the enormous number of passengersstranded in Germany, they would allow groups to cancel with a full refund. This offer waspresented to the Tour Host, and he discussed it with his passengers and decided to cancel theirtour and travel at a later date.Our ability to rebook the group was dependent on receiving the refund from Lufthansa. Inconversations in early December, the group selected a date in early January. Upon discussionwith our Airline Consolidator, they had not received the refund from Lufthansa yet and theirability to purchase tickets for a new tour date was on hold until the monies were received. Notonly were we waiting on the refund, but once we would’ve received the refund, we were upagainst finding enough seats for the entire group on a flight that would be departing during ahigh travel season, with less than a month’s time.We attempted multiple times to contact Lufthansa directly, however we were informed thatinformation would only be provided to the ticketing agency that the airline tickets werepurchased from, and we were to contact them for details.We were not getting information from our agent at Mill Run Tours, so we contacted their headoffice for details towards the end of December. They informed us that Said K[redacted] no longerworked for Mill Run, but was an independent agent booking air with Mill Run Tours. Beadvised that we had been working with Mill Run Tours for the past 30+ years, and were toldto work directly with Said K[redacted] by Mill Run. We were never informed that he was anindependent agent and always were led to believe that he was an employee of Mill Run.Email correspondence between Said and our company states that he is a BusinessDevelopment & Account Executive of Mill Run Tours.Our Tour Host informed us that one of his passengers had a friend who worked for United, andshe was told that Lufthansa had refunded the Airline Consolidator in early December. As wehad attempted to contact Lufthansa and was given the run around, we were able to contact theAirline Reporting Corporation (ARC), who confirmed that the Airline Consolidator had beenbefore departure. In addition, all passengers had our personal cell numbers, and emailaddresses, and many had been in contact with our office.“We were booked on Lufthansa who went on strike over Thanksgiving week-pilots still flying.”Explained above, The Lufthansa strike started the Wednesday before Thanksgiving, andcontinued. We kept checking to make sure that your group would have no issues. Lufthansathen made a statement that they would not be notifying passengers of cancellation until 24hours before their scheduled departure time. That is why we were informed prior to boardhigthat your group could cancel their booking and receive a full refund.“Monday at while arriving at the airport we were stopped from boarding the plane by DanielMalka of GST on the phone with our pastor. Daniel told us we had 10 minutes to cancel ourflight for full ticket refund- we would be stuck in Frankfurt for 5 days with no food or hotel dueto strike.”We were informed by various agents and airline representatives that hotels were full inGermany and passengers were stuck in airports with no other options. Lufthansa was willing toprovide a full refund [to non-refundable tickets] if our passengers decided to cancel. With thisinformation, we recommended to your Tour Host that you cancel your flights and travel toIsrael after the strike had ended, This recommendation was made for three reasons:1. Lufthansa had guaranteed a full refund of the airline tickets.2. Costs in Germany were an unknown, connections to Israel were unknown, and the totallayover time was unknown.3. The return tickets from Israel to the USA were scheduled, so the group would have to returnto the USA in 10 days, missing days from their Holy Land Tour due to their layover in Germany.Your Tour Host decided to cancel the tour at this time. You had your e-tickets, though, andcould have boarded the plane if that was the decision of the group.“Long story short, we agreed to three different dates to go landing on Jan 4th... When I calledUnited to check ourflight our group was not even reserved.”Our discussions with your tour host regarding rescheduling the tour began about a week afterthe original departure date. The January date the group requested was dependent on receivingthe refund from Lufthansa and, as per the texts between our office and airline consolidatorwhich your tour host received, the refund was not received and the date was never confirmedby our office. Typically, travel around New Years Eve is always difficult and costs are at apremium, so groups rarely travel in the first week of January because of this.“Further research showed Sky Bird wos trying to cancel our tickets purchased through Unitedover Thanksgiving week ‘due to non-payment’. Denied.”This information was never received from the ARC, and your group had the eTicket numbers atthis time. No eTicket numbers [i.e. tickets] would have been given if full payment was notreceived by the airline.“I then contacted the hotels in Israel ond found none had been paid”We wire the land arrangement funds to our correspondent in Israel, and he makes paymentsaccordingly. In this way, we are able to avoid multiple international fees. Our agent paid for thetour bus, the entrance fee tickets, and the tour guide. As for the hotels, it was a verbal contractwhereby we have to reschedule or pay cancellation fees.“They have refused to refund our money or any portion of our money with the exception of thetotal of $2500 which would have been their profit’1As stated above, we offered the requested March 2017 departure date for the group, whichthey decided against. Refunds for the tour will be based on actual monies we are able torecover. Per our tour conditions, no refund would normally be offered for tourcancellations within 14 days of the tour departure date. Documents outlining the offers wemade to your Tour Host confirm the above.“They have continuallystoted that they have alreadyspent the trip money in Israel so we haveto use those room etc to complete the trip — no refund. That is a lie.”As stated above, their cancellation of the tour was their decision. A full tour package wasavailable to the group in March or November 2017. We are currently working with the FBI andlocal police to procure whatever refunds we can, and we will return these to the tour groupwhen and if they are received.FINAL OFFER: If your Tour Group decides to reconsider our offers to travel to Israel, we willrebook your airline tickets and provide the tour package you purchased, In lieu of this, we willrefund you what monies we are able to recover from your tour cancellation.Sincerely,Good Shepherd Tours