Aim Protection, L.L.C.

We are actively working on having the contract stay in force as the lower package as well as have ADT add the Pulse so that Misty can have what she feels she was promisedThe correct people on both ends are working to have this completed for her. Regardless of who is at fault for the communications, we will be able to get Misty what she feels is deserved

Complaint: ***
I am rejecting this response because:
After numerous lies, character victimization, promises and emotional distress, we no longer want to do business with ADT Security or AIM ProtectionWe want the Contract Cancelled without penalty
We gave them both every opportunity to rectify this situation and it should have been an easy fix after the first email response we received that said “The package that was presented to you was given at the wrong price pointI apologize for any miscommunications that were done with the independent contractor.”
We have no confidence in their service or business practices and wish to cease our relationshipWe just want this nightmare to endAs previously stated, we were never afforded the opportunity to decide whether or not we wanted to continue with the service since the representative misquoted and misrepresented the package offered
Sincerely,
Misty I***

Complaint: [redacted]
I am rejecting this response because:
I do not know how many times or how many ways I need to convey our position and desired outcome of this situation. We have no confidence in the service or business practices of AIM Protection or ADT. We wish to cease our business relationship without any penalty to us.
As stated on numerous occasions, we were never afforded the opportunity to decide whether or not we wanted to continue with the service since the representative misquoted and misrepresented the package offered.
For AIM Protection to continue with the farce that we signed an OFFICIAL Contract that does not include PULSE is ludicrous. Apparently the technician followed the work order and added PULSE to our system when he initially came out to install the system. Subsequently, ADT received a service request or contract, which included PULSE, and the service was working as agreed. We had no reason to believe we were not receiving what we requested since the app on our phones was working, and we were receiving email notifications from PULSE monitoring. Somewhere along the way, AIM Protection modified the contract to remove PULSE.
If what Moses is saying is true and the contract we signed electronically never included PULSE as a feature, then why was it functioning and operational on our system before AIM called and had it removed?
If this is any indication of the level of service we can expect to receive over the next 3 years, we want no parts of it and our only desire is to exercise our legal right to terminate the contract immediately.
If they had contacted us prior to the end of the 3 day grace period to give us the option to continue or discontinue the service based on the erroneous information we were initially provided, we would respect their integrity. At this point, they appear shady and have stooped to inconceivable lows to cover their misdeeds.
Our desire at this stage to forego any offers for AIM Protection to rectify the solution is not a reflection on us, but rather a reflection of the nightmare we have experienced over the last 2 months behind this debacle. On numerous occasions, we agreed to solutions that never came to fruition.
While we “appreciate” Moses new found career as a legal professional who can interpret and predict how a court of law will view this situation, we humbly oppose his position. We will eagerly take our chances on our position as a consumer and his as a business professional who has lied and attempted to cover his tracks and self-serving business practices.
Sincerely,
Misty I[redacted]

ADT requires us to sell specific packages at specific rates. The sales representative did offer a $44.99 option on a work order form. This was not a contract, it is a scope of work that would be performed. Upon completion, the e-contract was completed at $49.99 because they wanted Pulse (which is...

the ability to arm and disarm the system from their smart phone) this was signed by Misty.  Mr. I[redacted] called in furious that they were paying $49.99 and demanded that he have his rate lowered to $44.99. We explained that we could do that for him but that he would lose the Pulse package because ADT requires that rate. He cared about that rate so it was changed and Pulse was removed. Thus, the customer losing the ability to arm the system. He called in again (1 month after install) furious using profanity and our customer service manager offered to send a check for the difference in monitoring. However, afterwards, Mr I[redacted] had called ADT directly and tried to get months for free as compensation instead of going with what was agreed upon. He was transferred to our office from ADT and used additional language and screamed that he wanted to be compensated for the issues. At that point our director decided to decline assisting the I[redacted]'s with a check for compensation due to the unprofessionalism and threats made by Mr. I[redacted]. Mr. I[redacted] explained that he would do all in his power to go above our heads on this matter. We were willing to assist the I[redacted]'s with a check for the difference in monitoring. However, we also cannot assist them if there is an outstanding balance on their account. Misty is more then able to call and speak to me directly to fix the matter. AIM Protection prides itself on fixing customer issues, however, we will not be threatened or forced to due something because a customer feels entitled. If they can put pride aside and call in professionally then we can fix the issues that they have.

Why they insist on telling lies and refusing to admit their error is beyond me. Below is my response to their claims that was sent to ADT.
After which ADT agreed to have ADT Pulse added back to our account, at no additional charge. They said the rate would be adjusted in the system or we would receive a credit for the amount on our account. The ADT rep brought a representative from AIM Protection on the line who stated that we would be contacted within the next day or so for a technician to come out to our home. To date nobody has contacted us and ADT says they won't even call them back.

The level of service we have been afforded is beyond unacceptable. We are insulted by the blatant lies that have been told on us and the perception that we are being less than forthcoming regarding this situation. It is really simple. The rep misrepresented the package. AIM called and had Pulse removed but it was after the 3 day grace period for terminating the service that we became aware of this. They have admitted to what they did. See the emails and text messages from the AIM employee attached. AIM Protection had no intention of honoring what was agreed to as promised by their representative.

Attached to this message are screenshots of the communications between my husband and Brad from AIM Protection. On 5/5/15, my husband sent him a copy of the document we agreed to and signed with the AIM Protection Rep, Missy, in our home. The final correspondence my husband had with Brad was on 5/27/15 when we were informed that he no longer worked for the company. It was at that time my husband called AIM Protection to get the status of the agreement Brad was working on that he spoke with Mr. Moses H[redacted] and was spoken to rudely and without any regard to rectify the situation. Review that tape.

Our responses:

Upon review of all of the calls the rate of $49.99 was agreed upon both verbally on more than one phone call and on the contract. It was after the contract was signed and the equipment installed that Mr. I[redacted] demanded a lower rate. He was informed that the only way the lower rate request could be honored was to remove Pulse. Upon his specific request Pulse was removed and the rate decreased.

Our response: This is untrue. The initial reason for our call to ADT was because the Pulse App was no longer working on our phones. We did not call to demand a lower rate, as we had no idea a problem even existed at that point. My husband never asked for Pulse to be removed. You even told me that AIM called and had Pulse removed, well after the 3 day grace period to terminate the contract.

Perhaps Mr. I[redacted] forgot to update you on this request?
Our response: No, he did not make this request. Perhaps you forgot that you told me that AIM called and had Pulse removed during our phone call. Besides, if he had requested that Pulse be removed, why would he still be communicating with the AIM Protection employee?

Mr. Moses H[redacted] explained that as authorized dealers they have guidelines they must follow in order to be an authorized dealer with ADT. Truly an authorized dealer cannot offer rates below or above what ADT approves. The Pulse rate of $49.99 is the lowest allowable rate that an authorized dealer is able to offer.

There is also a recording of Mr. I[redacted] using extreme profanity and explicit language toward the owner of the authorized dealer Aim Protection LLC and telling him that he will “go over your head and make enough noise until it’s taken care of.”

Our response: This is also a blatant lie obviously told by someone at AIM Protection. My husband does not uses extreme profanity or explicit language. If you said he raised his voice, I would believe that to be true but the other accusations are totally false and we take extreme offense to the victimization of my husbands character.

I wish it to be known that being made aware of this has no bearing whatsoever on the case but I thought since the account is in your name that you should be made aware since it was Mr. I[redacted] that canceled the Pulse and from what you are indicating he did not inform you of this.

Our response: Once again, Mr. I[redacted] DID NOT Cancel the Pulse! Obviously you have not reviewed the telephone calls between my husband and customer service or the calls between you and I. You told me for a fact that AIM Protection canceled Pulse, after the 3 day grace period, without our permission. Review the calls please.

As you can see, AIM Protection gave a similar version of the story to ADT. Now they are claiming that we called to try and get months for free instead of going with the original agreement to have a check sent to us. This is just ridiculous. We have never threatened them or feel that we are entitled to free services. We only want what we agreed to or to have the contract canceled without penalty as we would have done had we been afforded the opportunity to within the correct timeframe.

There is no reason for me to add all of the recordings of the profanity used by her husband to this feed as we are working to fix this issue: We have now been approved on all levels to fix the account that she had signed for with the independent contractor, even though her actual contract she signed that is the OFFICIAL contract says different. This comes at the labor and hours of hard work not only on her end but on multiple people at ADT and AIM Protection's expense. To say that she now wants to not have the services she fought to have fixed but to now go against BOTH the work order and the actual contract will not only be looked down by ADT and AIM Protection but any court of law that sees that both companies (ADT and AIM Protection) are doing all in their power to fix and rectify the situation. We will hold her to what she has persistantly pushed to have and now invite her to call me directly to schedule her technician to come out and activate her Pulse at the discounted rate. On top of that, AIM Protection will give her 1 month for free as it will show our faith to her that we do have the abilities to fix her situation. We are available at her schedule to stop by and fix this issue. I urge Misty to call me personally on my cell to schedule and fix this: Moses [redacted] - Owner and CEO of AIM Protection.

Review: Customer service contract not provide, no customer support when needed.

AIM Protection showed up at my door requesting to update my security system to ADT from Monitronics. After listening to the sales representative, I agreed to the security system upgrade. As of now it has been approx. 2 weeks and we have been having nothing but problems. We were "promised" the first month bill is free, followed by cheaper monthly payments. Aim Protection is an authorized dealer for ADT. The representative, [redacted], said that he would be contacting our previous security system provider and canceling our service as well as activating our new seystem with ADT. We have recently followed up with our previous provider to find out AIM protection has not contacted them, plus they would not cancel the account on AIMs behalf. A writen formal letter with our signature would be required. Shortly after the representative left my home, the technicians showed up to perform the installation. Due to product problems they had to return the next day to finish the installation. The crew did show the basic operation of the system and that was it. An instruction manual was provided to me to learn more of the dteails. During the paper work process, I noticed multiple errors. Incorrect phone numbers, incorrect contacts as well as the name on the account was only half right. I advised the technican about these problems. I mannaully filled out the forms an gave AIM protection the correct phone numbers, contacts as well as security pass code. I did complete the electroic contract, even knowing the incorrect information was on there. The technician said it would be manually updated with the previous form I filled out and would take a couple days. I asked about having the correct name placed on the contract and was told he could not do it and he would have to start the whole process over, and he did not have enough time. In other words it would have to be corrected at a later date. I asked when I would receive my copy of the contract. With one foot out the door, the technician said you should have already received it in your email. As of now it has been approx. 2 weeks and I cannot get a copy of my contract. I have already received a bill within the first week. I have contacted the Regional Manager, [redacted], about this and he told me not to worry about it. Since nothing seems right about this installation, I have contacted ADT directly. While discussing the problems with the ADT representative, I have found that all my information I filled out was not put into the system correctly. All contact names, phone numbers, emails as well as verbal pass code were incorrect. Myself as well as the ADT representative attempted to contact AIM protections main office as well as regional manager, but nobody would answer their phones. Voice mails as well emails from ADT were sent to them, but no customer service is being provided. My original contract states 3 days are granted to terminate the contract, that was 10/20/2014. If I knew 9 days after the initial installation I would still be having problems, I would have cancelled. I no longer want AIM protection services and requesting the cancelation of my policy due to poor installation practices and awful customer service and neglegence.Desired Settlement: I want the complete removal of the system they installed. I want my contract cancelled at no penalty due to poor business practices on their part. Businesses need to be responsible for their actions. The right thing for AIM Protection should be to acknowledge the problem and grant my request.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@aimprotect.com

I apologize, I'm not sure why my last response never was posted. I talked with [redacted] the day of this complaint. We made sure to go through everything. We had all of his emergency contact information updated onto ADT's site, as well as sent him his copy of his agreement. He asked for a new agreement to be sent out, and I am still working with ADT for that approval. We have fixed his concern, as well as he has my number directly to contact me if he needs anything.

Consumer

Response:

(The consumer indicated he/she ACCEPTED the response from the business.)

Mr. [redacted] has contacted me directly. He was kind and listened to what I had to say. He provided me an email stating everything that he will do for me. I appricate a business stepping up and making everything right.