Alarm.com Inc

Hello [redacted],Thank you for reaching out regarding your contract cancellation. We're sorry that you've been having such a difficult time closing your account.  Alarm.com does not have access to see your current contract or to cancel your contract with [redacted] as we're separate...

companies, so we have reached out to [redacted] on your behalf.We don't take referring you back to [redacted] lightly, if this were something we had access to do, we would further investigate and assist. For more details, Alarm.com provides the software for the mobile app and website that allows for remote access of interactive security systems. We sell this technology to security providers, such as [redacted]. These providers bring together the hardware, professional monitoring and the software (Alarm.com) for your full security system. [redacted] should be following up with you regarding this issue within the next few business days.Although we weren't able to directly resolve this issue we hope this was helpful.Regards,AngeleenAlarm.com

We are working with the
dealer, [redacted], to resolve this...

situation.

I upgraded my business security system with a local dealer due to internal theft and employees entering building during off hours - I signed a 3 year agreement - before the first year was over, an employee of the private dealer (East Cascade Security of Bend, **), entered our business which sent a short nondescript alert to my iPhone, then proceeded to the room that the wireless system was located inside the ceiling and cut the wires. Allowing our medical facility with a patient inside unsecured and accessible to anyone who wanted to enter and walk out with millions of dollars of equipment, controlled drugs, private patient records, and highly dangerous, toxic chemicals.
We discovered this hours after it happened. Only because we had our own private internal camera system and watched the entire event unfold. I contacted East Cascade Security demanding to know who the employee was and what was going to be their fix on this incident after they had the audacity to send me an email reminding me about our bill; that was up until that point kept current and had been keep current all the years we used said dealer prior to them installing "Alarm.com".

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

I have been a customer with alarm.com since 09/16
and so far the security system seems to be working as they promised I can work the system from anywhere from my phone which is great luckily I haven't had to use it, but its been great. The technician came on time and he was very helpful and they didnt charge me for anything I didn't need. Overall, I'm satisfied wth this company. I would refer to anyone else looking for a security system for their home.

Good afternoon,Thank you for making us aware of this complaint by **. [redacted] and we wanted to give you an update.While speaking to **. [redacted],, we realized that the calls he received were due to an issue we had already investigated and resolved as of April 2, 2014.The company...

that was making the sales calls used the Alarm.com name illegally. Once we addressed our concerns with them, they assured us that all calls have stopped going forward as of April 2, 2014. We informed **. [redacted] of this as well and he confirmed the last call he received was on March 26th.Please let us know if you need any further information.Regards,[redacted]Alarm.com

Review: My young son and I were home late at night and a sales person from Alarm.com came to the door, and pressured me into purchasing a product that I cannot afford. First, he lied and told me that my neighbor had purchased a system, which he had not. Then, he did not allow me my 3 day right of recission in Minnesota, because he "just happened to have an installation team in the neighborhood" and installed the system immedietly. I had no way of having them come back and remove their system within my 3 day recission period because they made sure to damage my old thermostat when they removed it and put up theirs. They even tried to put me on a five year contract, and I told them my divorce decree requires me to sell the house before then. I felt like I was dealing with the Mafia, and am now having trouble with my payments.Desired Settlement: I want my contract cancelled and a credit for the thermostat of mine that they damaged on purpose.

Business

Response:

We are working with the

dealer, [redacted], to resolve this situation.

Review: I am receiving automated phone calls weekly, and sometimes on multiple occasions during the same week. the phone calls do not include a call-back number, you must press a button to "reply". I have been on BOTH the Federal, and Indiana DO NOT CALL phone lists for many years. I have never done, nor do I plan to do business with this company. I believe that I once replied to their automated call, and asked to be removed from their phone list, but that has not worked. I am extremely tired of this copmapny's incessant phone calls. How many times would it be necessary in one year, for a Revdex.com listed company to place a call to a consumer, whom is not actually interested in that company's product? Basically I am receiving about 70 calls a year from Alarm dot com, and I consider that NOT acceptable from a Revdex.com listed company, and I wonder hom many other people are being treated the same way by this company. In Indiana it is illegal, and punishable with a fine for "unsolicited telephone sales calls" when one is on this state's "Do Not Call" registry. I initially thought perhaps I was dealing with a "local" company, but aparrently I am finding out that this company is actually in Virginia. I have followed the link in their website page, and was also suprised to see that they claim to be listed by the Revdex.com, considering how many unsolicited phone calls I receive from them, despite being on both "do not call" registries.Desired Settlement: I want an assurance that Alarm.com has taken myself and any others in Indiana that are on the Indiana and / or Federal "do not call" registries, at least as long as Alarm.com is listed with the Revdex.com. I know that usually the Revdex.com is more interested in problems after a contract or fee has been entered by a customer or consumer, but I feel it also speaks a lot about the quality of a business and it's practices, prior to full engagement with a business. I have been receiving these calls for well over a year, and again, I would like to ask you, how many phone calls with this frequency, from the same company, would you tolerate on your home phone?

Business

Response:

Good afternoon,Thank you for making us aware of this complaint by **. [redacted] and we wanted to give you an update.While speaking to **. [redacted],, we realized that the calls he received were due to an issue we had already investigated and resolved as of April 2, 2014.The company that was making the sales calls used the Alarm.com name illegally. Once we addressed our concerns with them, they assured us that all calls have stopped going forward as of April 2, 2014. We informed **. [redacted] of this as well and he confirmed the last call he received was on March 26th.Please let us know if you need any further information.Regards,[redacted]Alarm.com

Review: rep hard sold me at my door saying they were taking over my alarm company (not true) and told me I had a 30 days to cancel when I called a week later to cancel rep told me it was 3 days to cancel and if I wanted to cancel I would have to pay %75 percent of monthly bill on a 60 month contract. I was not told any of this by the sales rep. I feel taken advantage of and tricked. It was a classic bate and switchDesired Settlement: cancel service at no charge

Business

Response:

We are working with the dealer, [redacted] to resolve this situation.

Review: I have had Alarm.com service for a couple of years. Late Wednesday, July 24th, their cell data module quit communicating. It was not until Friday morning that I received notice from them that this occurred. There is no excuse for such a delay. The failure continued until Friday night, just after 7:30 PM, when their cell data module resumed operation and transmitted a false alarm to Alarm.com and on to the monitoring station.

Alarm.com has not responded to my attempts to communicate with them, referring me to the alarm installer. They have also provided inadequate support to that alarm installer. They blamed the false alarm on “pings” sent by the alarm installer to see if their cell data module would respond. As a Senior Software Engineer, I find it extremely unlikely that network pings would initiate the exact sequence of events that occurred three hours earlier when the alarm system was in testing status with the monitoring station. Since Alarm.com’s equipment replicated a burglary alarm, I was called before police were dispatched. If I had been testing a duress call, which I do when the duress code is changed, then there would have been no call to the house and the police would have initiated an emergency response.

At this point in time, the monitoring station is ignoring all Alarm.com reports for my equipment, and will respond to only direct contact from my alarm panel. They consider Alarm.com’s equipment unreliable until the probable cause of this false alarm is discovered and corrected. They discussed this with me and I agree with their decision.Desired Settlement: I need Alarm.com to provide needed customer and technical support to myself and to [redacted], the alarm installer, and to assist in determining probable cause so that failed components can be replaced. I also need them to provide accurate information about their equipment and how it stores alarm information, why that information would then be transmitted three hours afterwards when no local alarm was sounding, and how to prevent future false alarms due to this behavior.

Business

Response:

We have been researching this issue and working with the authorized dealer, [redacted].

Review: I called in to customer support because 2 of my cameras had "fail to connect" errors when trying to view on alarm.com. I spoke w/ a customer service agent today and asked him if my account was limited to 5 cameras. This is because I can always see 5 but not 7. 2 of the cameras are not picking up IP addresses.

He refused to answer the question and referred me to a reseller. I asked him how can you not figure it out. Alarm.com is my service provider. He then transferred me to [redacted]. Then [redacted] transferred me to someone else. The 3rd person finally told me I was able to have a max of 8Desired Settlement: I want a refund of $40 this month of my service fee.

Business

Response:

Alarm.com spoke with the customer in regards to his complaint. We explained our policy and procedure for refunds and referred him to his security provider ([redacted]). We also spoke with [redacted] and [redacted] who will reach out to the customer to resolve the customers concerns.

I upgraded my business security system with a local dealer due to internal theft and employees entering building during off hours - I signed a 3 year agreement - before the first year was over, an employee of the private dealer (East Cascade Security of Bend, **), entered our business which sent a short nondescript alert to my iPhone, then proceeded to the room that the wireless system was located inside the ceiling and cut the wires. Allowing our medical facility with a patient inside unsecured and accessible to anyone who wanted to enter and walk out with millions of dollars of equipment, controlled drugs, private patient records, and highly dangerous, toxic chemicals.
We discovered this hours after it happened. Only because we had our own private internal camera system and watched the entire event unfold. I contacted East Cascade Security demanding to know who the employee was and what was going to be their fix on this incident after they had the audacity to send me an email reminding me about our bill; that was up until that point kept current and had been keep current all the years we used said dealer prior to them installing "Alarm.com".

Review: Company wont let us out of a contract that obtained under false pretenses! I was tricked into signing a contract with a new security company and even after sending the required written letter they won't let me out of it. [redacted] from [redacted] came to my house saying he was with [redacted] (the company I originally signed my home security with) and that they were bought out by [redacted] (my current security) and they were trying to get their members back because they were starting over. Then when we called [redacted] to cancel they explained that it was all a scam, they were never bought out, they changed their name and they actually use to employee the [redacted] guy (that's how I found out his full name) and that they have a department dedicated to these type of scams because they are common with this [redacted] company (aka [redacted] & Alarm.com)[redacted] told us that because the company was "bought out" that my contract was no longer valid with them so I could come back to my original company. But that was not the case because it was all scam. Now I am stuck with 2 contracts and only one alarm. Something should be done about this [redacted] or [redacted], which ever they are really called!! I just want out of their contract and I sent a written cancellation letter like they said to do but they will not let me out. they claim it came too late, but I did it right after I found out they were never affiliated with [redacted] and it was all a lie to get me to sign. When we argued with the manager [redacted], he pretty much said he didn't care what his sales rep said to get us to sign and he wasn't going to let us out, for a year we have been paying them and not even using their system!! This is so unethical!!!Desired Settlement: JUST WANT OUT OF THE CONTRACT!!!!!!!!! they got my signature under false pretenses

Business

Response:

Hello,

Review: On May 7, 2013 the sales representative, [redacted] and another man came to my door and told me that there had been recent break ins in the neighborhood and that because of that some companies had gotten together to donate some alarm systems. He told me that the alarm system he was offering would be free and that I would be able to cancel it at any time with no penalty. He did not tell me the company he worked for he simply said that the systems had been donated by [redacted]. I told him I was selling my house soon and he said that there was no time limit to cancel. I was told again that I could try the system out and that if I decided that I didn't want it I could cancel at any time and the contract would be null and void. He told me that he could only sign me up for a 60 month period but that I would not be held to that time constraint if I wanted to cancel. He said it was just to lock in the price of monitoring the system. I told him that he had said the system would be free but he said that the police would be getting the monthly fee and that they would not monitor if I didn't pay. I asked him how he got paid and he said that he only got paid when I told other people about the system and they bought the full installation package. He again said that if I want to cancel all I have to do is write the company when I have decided I no longer want the system and there would be no problem cancelling the contract. He showed me a picture of the system that they were going to install which consisted of a color monitor that tells the weather as well responds to a smoke sensor and a glass break sensor. The system that was installed did not look at all like the one in the picture and it did not tell the weather or respond to a smoke sensor which I found they had not even put in. On May 12th I called the company to cancel having decided that I didn't need the system and I spoke with [redacted]. He told me that I could cancel but that I would be held liable for the remainder of the contract which he estimated to be about $2000. I told him that his sales representative had told me that I could cancel at any time and he told me that that sales person was wrong and that he would be terminated. I told him that the sales person had misrepresented the facts and he told me that I was free to take any measures I saw fit but that he couldn't help me. He also told me that if I refused to pay for the monthly fee he would report me to a collection agency and ruin my credit. He was very rude and hostile.Desired Settlement: I want my contract to be cancelled immediately with no penalties and I want the security system removed from my house at no cost just like the sales person stated it would be.

Business

Response:

Hi [redacted], I have been in touch with the customer and she was able to provide me with some additional information. She does not have an account with Alarm.com. She has an account with [redacted]. I talked with [redacted] and confirmed there is no account associated with Alarm.com. They will look into the complaint and reach out to the customer. Please let us know if you need us to do anything further. Regards, [redacted]Alarm.com CORE

Review: [redacted].com Inc has no direct phone or email contact address. Service customers are referred instead to their local providers. Some local providers such as my own (e.g., [redacted], [redacted], AL) may not have knowledge to answer some highly technical questions, and they do not respond to customer requests submitted through [redacted].com's own customer support website.

My local [redacted].com affiliate ([redacted]) only maintains office hours between 0730-1700 Monday thru Friday. No support is available after 1700 nor is it available on weekends or holidays. It is entirely unacceptable that [redacted].com home security service has no direct customer support and 24/7 support is not available.

[redacted].com has not provided its local affiliates a recourse for referring customers to more timely and capable support through [redacted].com.

My complaint is aggravated today because my live video monitoring stopped working Friday night and there is nobody to assist with restoring the service. The problem may be web browser support related, e.g., versions of [redacted] or [redacted] regardless, these may not be issues the local provider can answer, even if they were available on weekends.Desired Settlement: 1. [redacted].com Inc will provide me a 24/7 technical support hotline that I can call anytime, and that will be answered by a live technical support representative within five minutes of placing the call, and

2. [redacted].com will provide me a 24/7 email support hotline that will respond within 30 minutes of submission with a reply from a live representative, or

3. [redacted].com will provide me a 24/7 live internet chat support hotline that will respond within five minutes of website contact with a response from a live technical support representative.

4. A company officer from [redacted].com headquarters will contact me by phone to address this complaint, and that the company officer will also follow up by sending an email acknowleging the conversation to my address at: [redacted]

Business

Response:

We have contacted **. [redacted] and are working with him to resolve his technical issues. We also made him a aware that we do have level 1 customer support available 24/7 via phone.

Review: I recently purchased cameras from an alarm.com dealer. I am trying to view my cameras from my home LAN, however I am unable to obtain a username/password to log into the camera.

If my internet service provider has an outage, I have no way to view or monitor the cameras from the house.Desired Settlement: I would either

1) Like the user/pass to the cameras in my possession.

2) Have alarm.com send me replacement cameras with a username/password combination I can use.

Business

Response:

Hi [redacted], We followed up with the customer on Friday. We left a voice message with him to call us in regards to this complaint and will update you with more information once we talk with him. Thanks[redacted] - - - - - - - - - - - - - - - - -[redacted]Team Lead: Customer Support Operations ###-###-#### Ext [redacted]