Alarm Alert Center, Inc.

Theft of jewelry from home by Alarm Alert Center service man while installing home security keypad in bedroom. On May 6, 2014, Alarm Alert Center,[redacted], Tn sent[redacted] or Linn to upgrade my home security system. 12 pieces of gold and diamond jewelry worth over $10K was taken from my jewelry armoire at my home by service man,[redacted]. It was reported to the[redacted], president and [redacted],CEO, but neither has responded. I have been a customer for more than 15 years and to simply ignore my complaint shows terrible customer relations. The company should be responsible for the persons they send to homes and certainly one should not be victimized by the company they hired for security protection. I am a 78 yr old female and had no way of protecting myself from this thief. Desired SettlementI paid $226 for the service, including monitoring fee for the balance of the year, and seek reinbursent for my loss of jewelry.Business Response Contact Name and Title: [redacted], PresidentContact Phone: XXX-XXX-XXXXContact Email: [redacted]@alarmalertcenter.comOn 5/6/14 Alarm Alert Center sent[redacted] to perform a security system upgrade for [redacted], who has been a monitored customer since 1996. On 5/9/14 Alarm Alert Center's owner [redacted] received a phone call from [redacted] accusing[redacted] of theft. Mrs. [redacted]'s initial accusation was there were 2 diamond rings, a pendant, & 2 gold chains missing, that nobody had been in her home since our work was done, and the missing jewelry had been there "the week before". At that time Mr. [redacted] immediately suggested he personally visit her home to go over the details of her accusations. During that in-home meeting, Mr. [redacted] was clear as to what needed to happen next: a police report needed to be filed, and Mrs. [redacted] needed to contact her Homeowner's Insurance Company for direction on how to proceed with a claim. Mrs. [redacted], on the other hand, expressed that she expected Alarm Alert to directly reimburse her for the amount of missing jewelry, which at that time she stated was worth approximately $10,000.00. On 5/13/14 [redacted] received a call from a [redacted] with the [redacted] Police Department with a request to provide information in an investigation of Mrs. [redacted]'s accusation of theft by[redacted]. In the pursuing days Mr. [redacted] fully cooperated with MPD in their investigation.On 5/14/14 [redacted] informed Mr. [redacted] that Mrs. [redacted] was adding to her accusations, being she was certain Mr. [redacted] had done work at her home the year before (XXXX) & that at that time she also had jewelry stolen by him. In looking back over the Company service, monitoring, & billing records, we found absolutely no record of any of our representatives being at Mrs. [redacted]'s home since 11/3/11; therefore her additional accusation was unsubstantiated. On 5/20/14 [redacted] informed Mr. [redacted] that after a full investigation of[redacted], she could find no proof of any wrong-doing, that no charges would be filed against Mr. [redacted].On 5/21/14 Mrs. [redacted] called Mr. [redacted] demanding to know what Alarm Alert would do to resolve the situation. Her claim of missing jewelry at that time rose to $20,000.00, and she still felt Alarm Alert should directly reimburse her for the amount. Mr. [redacted] again emphasized that the proper procedure was to have her Homeowner's Insurance Company contact him. The conversation was ended with Mrs. [redacted] agreeing to have her Insurance Company contact Mr. [redacted]. On 5/30/14 a Certified Letter was received at Alarm Alert Center from Mrs. [redacted], in essence accusing Mr. [redacted] of theft of what was now 12 pieces of jewelry consisting of rings, necklaces, pendants, & earrings totaling "over $10,000.00", and an automatic gate remote. In this letter no mention was made of the closed police investigation, nor of the previous conversations where Mr. [redacted] did advise her as to the proper steps for proceeding with her claim. She wanted direct reimbursement for the full amount in question.On 6/24/14 Alarm Alert Center received notification from the Revdex.com that Mrs. [redacted] had filed a complaint, and the Revdex.com was giving us opportunity to respond. In 37 years of business, Alarm Alert Center has never had a complaint filed by a customer to the Revdex.com. Our business was built on, & continues to grow by, word-of-mouth from satisfied happy customers.[redacted] has been associated with Alarm Alert Center since 2008, and in that time we have never received anything but praise for his work from our customers. It is unfortunate that such a Representative, and a Company, both with unblemished customer service records, would be faced with such strong accusations. Mrs. [redacted] states that Alarm Alert has not responded to her claims, and that she has been victimized. It is regretful when any person feels victimized, but her claim to no response by Alarm Alert is unfounded. An investigation was done by the [redacted] Police Department, with Mr. [redacted] fully cooperating to the extent of requesting a lie-detector test to clear his name, and the end result was that he was exonerated from any wrong-doing. As a Company, we responded immediately & professionally and we will continue to do so. Consumer Response Final Business Response In the interest of resolving Mrs. [redacted]'s complaint so that all parties may move forward, we are willing to offer the following:1 -Refund $160.00, being the balance of her prepaid annual monitoring, back-dated to the effective date of 5/6/14, being the date we completed the upgrade of her security system. She pre-paid $240.00 for monitoring from 1/1/14 - 12/31/14. We are refunding 8 months at $20.00 per month. 2 -Refund $226.00, being the total amount paid for her security system equipment upgrade on 5/6/14. She will be allowed to keep the new equipment. 3 -Release her from her current 36 Month Monitoring Agreement Contract, which was signed on 5/6/14.4 -Continue monitoring her current security system, at no charge, until 8/15/14, giving her time to explore & hire a new Security Alarm Monitoring Company. This means as of 12 noon on 8/15/14 Alarm Alert Center will cease monitoring the security system at[redacted]. In return, we request from Mrs. [redacted]:1 -Response - in writing - that the above terms are agreeable and that this incident will be considered resolved.