Alarm.com Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.My request is the same as that on the original complaint: Either alarm.com arranges for a technician with a foot ladder to reset my cameras for use ( I need to be called within hours to schedule a time for the technician to come out) OR they should refund the money I paid for the cameras( about $1500) so that I could move on to another provider e.g*** ***Thank You Regards,
*** ***

Hello *** ***,We're sorry none of the options we presented were satisfactory to helpHow would you like Alarm.com to help resolve this issue? Regards,Angeleen

Alarm.com*** *** Drive, Suite 100Tysons Corner, VA 22102-5213###-###-####http://www.alarm.com***Investor Relations - [email protected] locate service providers, *** *** Drive, Suite 100Tysons Corner, VA 22102-

Date: Tue, Oct 18, at 11:AMSubject: Follow Up - Complaint ID: ***To: *** *** Hello *** ***,Thank you for bringing this situation to our attention.We understand your frustration and we want to assure you these calls are not coming from
Alarm.comWe are a technology service provider that provides a software-as-a-service platform used by companies in the security and home automation industry Alarm.com does not sell any of our products or services directly to the public We have reviewed our files, and there is no record of a company named * ** * *** listed as an Alarm.com dealer, or authorized reseller, in any of our databases Alarm.com does not conduct telemarketing of any kind, nor do we engage third party vendors to conduct telemarketing on our behalf. Regards,Angeleen

Hello *** ***,We're incredibly sorry for this situation and we will do whatever we can to assist. To give you more details, Alarm.com is a software provider, we provide the technology for the mobile app and website to allow remote access to your security systemAlarm.com is staffed almost
entirely by engineers and we sell our technology to security dealers such as your provider, *** *** ***These security companies bring together the hardware (such as the *** lock), the software (Alarm.com), and the professional monitoring for a full interactive security packageAs such, we expect these security companies to provide full customer and technical support to their customers and we're sorry that didn't happen hereAlarm.com does not have a customer technical support team, the team at Alarm.com you spoke to focuses on helping customers navigate and use the mobile app and websiteThey also have the ability to connect customers with their security providers for any additional technical support. We know that explaining our business relationship with *** *** *** doesn't solve your issue and we do wish to help, even if this is something normally out of our realmWe have reached out to *** *** *** on your behalf and let them know they can contact both our Dealer Support team, who can help with the communication between the lock and the Alarm.com, and ***, the manufacturers of the lockWe hope that by acting as a liaison between you and your security provider we can help expedite a resolution and help alleviate this type of confusion for anyone in the future. You should hear from *** *** *** within business day, if you have not, please reach out to us again and we can further work with you and *** *** *** for a resolution.Regards,Angeleen Alarm.com Customer Experience Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,We're very sorry to hear you were not giving the appropriate information for your video clips.Alarm.com is a software-as-a-service company that sells our technology platform to a network of authorized dealers, like ***These dealers sell and service the customers (like yourself) directly.We
do expect our the companies that sell and service our software to provide excellent customer service and we apologize that this did not happen hereAlarm.com has forwarded your information to *** directly for further follow upIf you do not hear from them within business days, please reach out to our Customer Experience Manager, Angeleen, at ***@alarm.com and she will be happy to continue working with you and *** towards a resolution.Please let us know if you have any further questions!Regards,Alarm.com CORE

*** *** *** We're very sorry you've been receiving these notifications in error and have had such difficulty getting it resolvedWe can definitely help but will need some information from you to do so. In these situations we have to be diligent in protecting the customer's
privacy, so to verify that you are indeed the owner of the phone number ***, please forward one of the notifications you received to ***Once we have those details we can work with the customer's security provider to update the account information and the notifications to this phone number can be paused. I understand that this may be frustrating to have to follow an additional step, but I assure you it's for a good reasonThere have been times where others claim their email or phone is getting notifications and want us to change the information or delete notificationsHowever, they don't own the email or phone number like they claim toIf we changed information on an account from an unverified person it could leave customers vulnerable if they stop receiving alarm notifications. I was able to find the account that has this number on itThis account showed an email from you and a response from another Alarm.com representative who had asked for a notification to be forwarded as well, I'm sorry you didn't receive this responseAnd you are correct emailing or calling us is the best optionResponding to the notifications or trying to call the number attached will not get you to the team here that can help, which I'm sure only caused more frustration for you. All of this is to say, once I've received a copy of the notification via email I can get this resolved for you ASAP! I look forward to hearing from you! Regards,Angeleen*** *** ***
*

Date: Thu, May 26, 2016 at 7:25 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]> Dear Mr. [redacted], I am very sorry to hear of your frustrations regarding the communication of your Alarm.com system. I’d love the opportunity to discuss your...

system and I believe I have more information that will bring clarity to what you’re experiencing. Please feel free to call me at ###-###-####, or you can email me with a time and date that would work best at [redacted]. We appreciate the opportunity to resolve the issues you’re having. Regards,Angeleen

Hello [redacted], We're very sorry to hear that you've had such a poor experience with Alder Home Protection. We are here to help in anyway we can. Alder Home Protection and Alarm.com are separate companies, so while we don't regulate or control their business practices or decisions, we will use...

our influence to give you a resolution to this situation. Alarm.com provides a software that allows customers to access their security system via mobile apps and website. We sell this software to security companies, like Alder Home Protection, we do hope that these security companies provide their customers with exceptional support and service and we're sorry that didn't happen here. We have reached out to Alder Home Protection on your behalf, if there is anything else we can do to assist, please let us know! Regards,AngeleenAlarm.com CORE

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I have chosen to cancel my services.
Regards,
[redacted]

Hello [redacted], We're very sorry to hear [redacted] has not provided you with a full resolution of your billing. Because Alarm.com and [redacted] are separate companies, Alarm.com has no access to your billing details nor do we have any ability or jurisdiction to make billing changes on your account. We recommend contacting [redacted] directly at ###-###-#### or customerservice@[redacted].com.We don't take referring you to another company lightly and we have reached out to them on your behalf as well. It's important to us that you get timely assistance for your billing issue and the only way to do this is by working with [redacted] directly. To give you more details, [redacted] is the security provider that takes the software (Alarm.com), the hardware, and the professional monitoring components to provide customers a full home security package.While we know this doesn't offer you a full solution, we hope this information helps and that [redacted] will assist you going forward. If [redacted] does not respond to you, you can reach out to us at  [email protected] and we'd be happy to forward your request to [redacted] if necessary.Regards,Angeleen Alarm.com Customer Experience

Dear [redacted],Thank you for reaching out to Alarm.com and making us aware of this situation. We are very sorry you had this poor experience but we know we can help you and give your more details about Alarm.com.Alarm.com does not have any technicians that go on site, we sell our technology to...

security companies who then sell to customers like yourself. We do expect these dealer partners to provide exceptional service and we apologize that did not happen here. We have reached out to [redacted], the company your account is with, to provide additional details and training. In additional to reaching out to your security provider, we can help you get your cameras back on line!  It seems an update the wireless network information, the SSID and password, is needed. You can do this through the customer website under the 'Video' tab, then click on the 'Video Device Settings' option and finally choose either 'Scan' or 'Manual' to enter the SSID and password from new router's WiFi settings.If this does not work, we'd recommend doing a factory reset of the cameras, this will help clear the old router's WiFi settings allowing the new settings to save properly. To do a factory reset you'll press the WPS button on the cameras for 15 seconds or until the LED rapidly flashes red and green. This WPS button to reset the camera is under the black cap. We do recommend that you reach out to [redacted] before altering your cameras to verify that doing so will not affect any warranty or return policies you have with them. Because they own your account and they also hold the warranty for your system and cameras and have details on pricing, billing, and if you are renting or own your security system's hardware. Unfortunately, Alarm.com can not see those details.If you'd like we'd be happy to do a conference call between you and [redacted] to walk you through this process over the phone. Regards,Angeleen R[redacted]Alarm.com Customer Experience Manager

Hello,
Both [redacted] and [redacted] are authorized dealers of Alarm.com. Alarm.com does not have the authority to cancel customers' contracts with the dealers. We have reached out to [redacted] regarding this situation and they will be contacting the...

customer.
Regards,
[redacted]
Alarm.com

Hello [redacted],We're very sorry that you've had such a poor experience with the service you've received.We're currently researching your account with your security dealer Protection One to see how we can help. Protection One is the company that holds the contract for your system and provides all billing, customer, and technical support. Alarm.com is the software provider that allows remote access and other features to be added to your security system. Alarm.com does not sell any products or services directly to customers and we do not have any service technicians that assist customers directly.With those details explained we do hope that all of the companies that sell and service Alarm.com features support their customers and have knowledge on our platform, we're sorry that didn't happen here. We're more than willing to assist in any way we can to help Protection One assist your with your service needs.Please let us know how we can help!Regards,Angeleen R[redacted]Alarm.com Customer Experience Manager

Hello [redacted],Thank you for reaching out to Alarm.com, we're sorry it's for such a poor experience.We'd be happy to help you in any way we can. Because Alarm.com does not sell any products or services directly to customers, we don't have details on what you are being billed. Alarm.com provides...

the mobile app and website software to security companies. These security companies bring together the hardware, software, and professional monitoring so they are a one-stop access for end-users like yourself.We have reached out to your security provider, [redacted] on your behalf and asked them to follow up with you as they are the only ones who have details on your contract and billing.We're very sorry we don't have any more details. If we had access to this information we could help assist more but because we're separate companies our insights are limited.Please let us know if there's anything else we can do to help!Best Regards,Angeleen R[redacted]Customer Experience Manager

Hello [redacted],We're very sorry for the frustration the password reset has caused, thank you for giving us the opportunity to assist.Alarm.com handles the software that allows you to access your system remotely, we sell that technology to security companies, like [redacted] who provide the customer...

and technical support to customers.We have reached out to your dealer, [redacted], and made them aware of the situation. [redacted] is the owner of your account and handle all customer and technical support. If you'd like you can contact them directly at  ###-###-#### or [email protected]. Another option is to reset the password yourself through the Alarm.com website at any time.We make it easy to retrieve your username and password! You can retrieve the username and/or password to your account by going to www.alarm.com/loginhelp or by clicking on the 'Login Help' link found under the password field. Below are instructions that can you help you do this.USERNAME HELPOnce you’ve gone to the Login Help page, use the "Forgot your login name?" tool and enter your email address to have your login emailed to you.PASSWORD HELPIf you already have your login name, from the login help page use the "Forgot Your Password?" tool and enter the login name there. This will send you an email with a link to the "Security Questions" page. Answer your security question and then you'll have the ability to update your password. If your email has changed or you don't recall your security question [redacted] would need to make those changes. We would be happy to reach out to them on your behalf as well.Please let us know if there is anything else we can do to assist!Regards,Alarm.com CORE

Thank you for bringing this situation to our attention. We understand your frustration and we want to assure you these calls are not coming fromAlarm.com. We are a technology service provider that provides a software-as-a-service platform used by companies in the security and home automation...

industry. Alarm.com does not sell any of our products or services directly to the public.   We have reviewed our files, and there is no record of a company named 3 in 1 Wireless listed as an Alarm.com dealer, or authorized reseller, in any of our databases.  Alarm.com does not conduct telemarketing of any kind, nor do we engage third party vendors to conduct telemarketing on our behalf.  Regards,   Angeleen R[redacted] Customer Experience Manager – Alarm.com

Hello [redacted],We're very sorry for your experience.  We have sent your feedback to [redacted] for further review. Alarm.com and [redacted] are separate companies, Alarm.com is the software service provider that created and maintains the mobile app and website. We sell this...

software to security companies, like [redacted]. Alarm.com does not have access to your billing, technical support, or contract details. All of that being explained, we do hope all of the companies that sell and service Alarm.com's software provide an exceptional experience to their customers and we're sorry that didn't happen here. We're happy to help you contact [redacted] and work towards a resolution.  Regards,AngeleenAlarm.com Customer Experience Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:i am really confused because first of all I thought I had gotten this taking care of with [redacted] and we had an understanding where the services that I had chosen witch is DIY do it your self and I had a two week trial and if I did not like it I could send it back at no charge to me now I have received a bill in my name from [redacted] for $75.00 for cancellation fee after sending everything back and having my account closedi would like this fixed and this bill be discarded asap because I should not be charged for something that I was never aware of or told about and left in the dark about this is completely all wrong and as I have stated before [redacted] are running a bad business practice lying to customers and not telling them the entire truth and if Revdex.com can't help me I will go as far as filing a complaint with the attorney generals office and FCC I am tired of being miss led and lied to by protection 
Regards,
[redacted]