On Friday, January 30th, 2015, we resolved the issue with [redacted] *** We sent a refund check for the full amount of his purchase We also emailed Mr [redacted] a shipping label to return the equipment sent to him at no costTo our knowledge, Mr [redacted] is satisfied.Watchlight Management
The Watchlight Corporation received a signed contract by [redacted] pursuant to the federal Electronic Signatures in Global and National Commerce Act and the Uniform Electronic Transactions Act There was no malfeasance on the part of our company regarding his signed terms of service Mr [redacted] ’s account renewed in May We attempted to collect payment several times by phone, mail and email The dates we attempted to contact him were 5/19/2015; 6/26/2015; 8/18/2015; 10/6/and 10/7/We also sent out weekly email alerts about account status to the email address on fileMr [redacted] ’s panel is still reporting test signals on a bi-monthly basis to our Central Station We are willing to credit the invoice if Mr [redacted] will call our service department and deprogram his system The day cancellation notice is required for this reason Once a customer indicates he/she will be cancelling service thru the proper procedure, he/she is scheduled for deprogramming the panelUpon completion of the above request, we will credit the invoice and contact the collections company to let them know the matter is resolved
I became aware thru the Revdex.com of this company's introductory pricing schemeIt starts out at $per month for the first year, then increases on subsequent years to $That seems very reasonable to meHowever, what I experienced when I tried to get service for my organization was not reasonableDuring my communications with this company, the price offered kept increasing - first to $15, then to $30, but ending up at $per month I contacted this company to make sure they could support my organization's equipmentSo, my initial contact included the model number and the fact that it was for a commercial building and not a homeAfter my initial contact, I was asked again about the model and use, which I provided again along with for-dummy questions about how their service workedI was given excuses about this or that as to why I needed to pay $per month - which was still okayBut, I wanted to be sure I would be getting everything as expectedSo, after trying short questions and going back and forth by e-mail a lot, I finally asked a long list of very specific questionsTo my surprise, I was given complete and specific responses to every question along with a price quote for startup fees and some special cellular module they said I neededThis satisfied meSo, I asked what I should do to get startedThey had me send in two forms and a check for the upfront fees and first year's serviceI did thatThen, things went bad Alarm Relay called and asked very specific questions about how the control panels on the security system were configuredI could not give answers with any kind of certainty (and I'm a computer technician)So, they had me send photos of the control panelsA week later, they tell me that the cellular module they initially told me I needed was not rated for fire monitoring and couldn't be used after allBut, they offered their service using local telephone service (at my expense) for twice the price, $per month Instead of going back to $per month, for some reason, not being able to use the cellular module now costs $Plus, I'll have to pay an extra bill for the phone lineIt get's even betterIn the same e-mail which reported the cellular module would not work, they made another offer for cellular monitoring for a mere $per monthEven though never specified, this perhaps alludes to maybe a different cellular module I would need to getAnd, somehow it is seven-times more expensive to monitor I'm no economics expertBut, this seems a lot like a bait-and-switch marketing schemeAnd, the last time I checked, that is illegalOh yeah, here's a Revdex.com article written about it: http://www.Revdex.com.org/snakeriver/industry-tips/read/tip/bait-switch-7/ I cannot see trusting the security of my organization to another that contributes to illegal and unethical practices such as this$or not, I'm moving onBut, I thought everyone should have access to my experience
NOTE TO Revdex.com: [redacted] There are two separate entries in the Revdex.com for the same complaint One was submitted on 3/14/and one was submitted on 3/15/ We already provided a response to the complaint submitted on 3/14/18**Customer had service disconnected for non-payment, as stated in the previous complaint response.The account was submitted to collections for non paymentOur policy is that we do not reinstate service until after the customer has paid the reactivation fee and the 35% collection fee Please see attached TOS(See Section 4, 5, 14, and 21) and Day Letter The contract that was signed is an annually renewing contract Customer was provided service from 6/1/thru 8/23/when he was disconnected for non-payment.The Alarm Relay Accounting Department called for payment on multiple occasions We mailed a day letter for disconnection on 8/8/ We sent out automated weekly emails to the email on file every Thursday reminding customer about past due balance The last attempt made by Alarm Relay to collect on the past due amount from customer was on 8/23/ The alarm account was deactivated and submitted to the collection company We do not make outbound collection calls to accounts that have been submitted to collections The next time that we had any communication with customer directly was on 3/14/Our collection company states that customer attempted to pay the collections company in January The payment method provided declined Successful payment was not made until February for $ The 35% collection fee is $75.39.We will re-activate the customer’s account and waive the 35% collection fee of $as a one-time courtesy We will provide months of service Customer will be responsible for the $reactivation fee.Please contact the accounting manager to accept these terms and move forward
In response to the complaint, please see our response below:We notify subscribers about their renewal rate prior to their renewal date If there is a price increase, it is clearly stated in the renewal notice When Ms [redacted] called to discuss her invoice on 9/7/2017, we gave her a credit for her annual renewal She was charged $8.95/month for the service that renewed on 9/1/ In addition, our website explains our pricing policy (https://www.alarmrelay.com/support/pricing-policy/) as well as our Terms of Service (https://www.alarmrelay.com/support/terms-conditions/) Per Section of the Terms of Service, it explains that we reserve the right to increase our prices.Sincerely,Watchlight Management
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
On Friday, January 30th, 2015, we resolved the issue with [redacted] *** We sent a refund check for the full amount of his purchase We also emailed Mr [redacted] a shipping label to return the equipment sent to him at no costTo our knowledge, Mr [redacted] is satisfied.Watchlight Management
The Watchlight Corporation received a signed contract by [redacted] pursuant to the federal Electronic Signatures in Global and National Commerce Act and the Uniform Electronic Transactions Act There was no malfeasance on the part of our company regarding his signed terms of service Mr [redacted] ’s account renewed in May We attempted to collect payment several times by phone, mail and email The dates we attempted to contact him were 5/19/2015; 6/26/2015; 8/18/2015; 10/6/and 10/7/We also sent out weekly email alerts about account status to the email address on fileMr [redacted] ’s panel is still reporting test signals on a bi-monthly basis to our Central Station We are willing to credit the invoice if Mr [redacted] will call our service department and deprogram his system The day cancellation notice is required for this reason Once a customer indicates he/she will be cancelling service thru the proper procedure, he/she is scheduled for deprogramming the panelUpon completion of the above request, we will credit the invoice and contact the collections company to let them know the matter is resolved
I became aware thru the Revdex.com of this company's introductory pricing schemeIt starts out at $per month for the first year, then increases on subsequent years to $That seems very reasonable to meHowever, what I experienced when I tried to get service for my organization was not reasonableDuring my communications with this company, the price offered kept increasing - first to $15, then to $30, but ending up at $per month I contacted this company to make sure they could support my organization's equipmentSo, my initial contact included the model number and the fact that it was for a commercial building and not a homeAfter my initial contact, I was asked again about the model and use, which I provided again along with for-dummy questions about how their service workedI was given excuses about this or that as to why I needed to pay $per month - which was still okayBut, I wanted to be sure I would be getting everything as expectedSo, after trying short questions and going back and forth by e-mail a lot, I finally asked a long list of very specific questionsTo my surprise, I was given complete and specific responses to every question along with a price quote for startup fees and some special cellular module they said I neededThis satisfied meSo, I asked what I should do to get startedThey had me send in two forms and a check for the upfront fees and first year's serviceI did thatThen, things went bad Alarm Relay called and asked very specific questions about how the control panels on the security system were configuredI could not give answers with any kind of certainty (and I'm a computer technician)So, they had me send photos of the control panelsA week later, they tell me that the cellular module they initially told me I needed was not rated for fire monitoring and couldn't be used after allBut, they offered their service using local telephone service (at my expense) for twice the price, $per month Instead of going back to $per month, for some reason, not being able to use the cellular module now costs $Plus, I'll have to pay an extra bill for the phone lineIt get's even betterIn the same e-mail which reported the cellular module would not work, they made another offer for cellular monitoring for a mere $per monthEven though never specified, this perhaps alludes to maybe a different cellular module I would need to getAnd, somehow it is seven-times more expensive to monitor I'm no economics expertBut, this seems a lot like a bait-and-switch marketing schemeAnd, the last time I checked, that is illegalOh yeah, here's a Revdex.com article written about it: http://www.Revdex.com.org/snakeriver/industry-tips/read/tip/bait-switch-7/ I cannot see trusting the security of my organization to another that contributes to illegal and unethical practices such as this$or not, I'm moving onBut, I thought everyone should have access to my experience
NOTE TO Revdex.com: [redacted] There are two separate entries in the Revdex.com for the same complaint One was submitted on 3/14/and one was submitted on 3/15/ We already provided a response to the complaint submitted on 3/14/18**Customer had service disconnected for non-payment, as stated in the previous complaint response.The account was submitted to collections for non paymentOur policy is that we do not reinstate service until after the customer has paid the reactivation fee and the 35% collection fee Please see attached TOS(See Section 4, 5, 14, and 21) and Day Letter The contract that was signed is an annually renewing contract Customer was provided service from 6/1/thru 8/23/when he was disconnected for non-payment.The Alarm Relay Accounting Department called for payment on multiple occasions We mailed a day letter for disconnection on 8/8/ We sent out automated weekly emails to the email on file every Thursday reminding customer about past due balance The last attempt made by Alarm Relay to collect on the past due amount from customer was on 8/23/ The alarm account was deactivated and submitted to the collection company We do not make outbound collection calls to accounts that have been submitted to collections The next time that we had any communication with customer directly was on 3/14/Our collection company states that customer attempted to pay the collections company in January The payment method provided declined Successful payment was not made until February for $ The 35% collection fee is $75.39.We will re-activate the customer’s account and waive the 35% collection fee of $as a one-time courtesy We will provide months of service Customer will be responsible for the $reactivation fee.Please contact the accounting manager to accept these terms and move forward
In response to the complaint, please see our response below:We notify subscribers about their renewal rate prior to their renewal date If there is a price increase, it is clearly stated in the renewal notice When Ms [redacted] called to discuss her invoice on 9/7/2017, we gave her a credit for her annual renewal She was charged $8.95/month for the service that renewed on 9/1/ In addition, our website explains our pricing policy (https://www.alarmrelay.com/support/pricing-policy/) as well as our Terms of Service (https://www.alarmrelay.com/support/terms-conditions/) Per Section of the Terms of Service, it explains that we reserve the right to increase our prices.Sincerely,Watchlight Management
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***