Alarm.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $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]

Hello [redacted] ,Thank you for reaching out regarding your contract cancellationWe'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 assistFor more details, Alarm.com provides the software for the mobile app and website that allows for remote access of interactive security systemsWe 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

Date: Thu, May 26, at 7: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 systemI’d love the opportunity to discuss your system and I believe I have more information that will bring clarity to what you’re experiencingPlease 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 havingRegards,Angeleen

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

Dear [redacted] ,Thank you for reaching out to Alarm.com and making us aware of this situationWe 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 yourselfWe do expect these dealer partners to provide exceptional service and we apologize that did not happen hereWe have reached out to [redacted] , the company your account is with, to provide additional details and trainingIn 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 neededYou 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 properlyTo do a factory reset you'll press the WPS button on the cameras for seconds or until the LED rapidly flashes red and greenThis WPS button to reset the camera is under the black capWe 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 themBecause 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 hardwareUnfortunately, 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 phoneRegards,Angeleen R***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 [redacted] , and find that this resolution is satisfactory to me I have chosen to cancel my services Regards, [redacted]

Good afternoon,Thank you for making us aware of this complaint by ** [redacted] and we wanted to give you an update.While speaking to ***,, 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 illegallyOnce we addressed our concerns with them, they assured us that all calls have stopped going forward as of April 2, 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

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

I have been a customer with alarm.com since 09/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 needOverall, I'm satisfied wth this companyI would refer to anyone else looking for a security system for their home

Hello ***, We're very sorry to hear that you've had such a poor experience with Alder Home ProtectionWe are here to help in anyway we canAlder 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 situationAlarm.com provides a software that allows customers to access their security system via mobile apps and websiteWe 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 hereWe 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

Hello ***,We're very sorry for your experience We have sent your feedback to [redacted] for further reviewAlarm.com and [redacted] are separate companies, Alarm.com is the software service provider that created and maintains the mobile app and websiteWe sell this software to security companies, like [redacted] ***Alarm.com does not have access to your billing, technical support, or contract detailsAll 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 hereWe're happy to help you contact [redacted] and work towards a resolution Regards,AngeleenAlarm.com Customer Experience Manager

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 helpProtection One is the company that holds the contract for your system and provides all billing, customer, and technical supportAlarm.com is the software provider that allows remote access and other features to be added to your security systemAlarm.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 hereWe'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***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 canBecause Alarm.com does not sell any products or services directly to customers, we don't have details on what you are being billedAlarm.com provides the mobile app and website software to security companiesThese 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 detailsIf 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***Customer Experience Manager

I upgraded my business security system with a local dealer due to internal theft and employees entering building during off hours - I signed a 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 chemicalsWe 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"