Alliance Protection Systems of Phoenix, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I agree to pay the outstanding balance of $263.78. I can pay with a card or mail a check, where do I send it?
Regards,
*** ***

To Whom It May Concern:
Mr*** had been a customer of ours since the end of 2003. He has signed a few agreements for service over the years he has been a customer, the most recent of which was signed on 10/15/ This was a month Agreement signed at a
rate of $41.99/month, which is a total due of $1,(plus tax) over the initial terms of the Agreement. Our records indicate that Mr. *** called in July to cancel service and then also sent an email request, but he was already in default of his agreement for nonpayment. We spoke to Mr*** about the balance due, and our billing manager also emailed him an invoice for the balance of $at that timeAlthough legally we could have enforced the balance due on the contract ($+ tax, late fees, interest, etc.) we agreed to have him pay for the amounts currently outstanding of $263.78. Unfortunately, payment was never made. We sent him at least three invoices for this same amount over the next several months, but no payments were made and no further response was receivedThen on 4/5/2013, we sent his account to an outside agency to help with collections on the balance of $(which included a collection fee). Mr*** indicates that he spoke with our office on 4/17/2013, but he actually spoke with this outside agency. Regardless, still no
payments were made on the balance owed for services rendered. Finally, his account was sent to our collection agency in November to collect on the full balance owing as per the terms of the Agreement
After reviewing our records and considering the amount of time that Mr*** was a customer of ours, we have asked our collection agency to reduce the amount owed back down to $372.06, which is for the original invoice amount plus interest and the collection agency fee. If Mr. *** would like to settle this matter, then payment of the balance of $in full is required. Only then will we consider the debt settled
Thank you,
*** ***
Alliance Protection

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I moved my service in 2011 I specifically told [redacted] that I was in a rental property for 1 year, at that time he said he would work with me on the shorter term. Which I later found out was not true it was to lock me into a 3yr contract after being with them already for over 8 years.  I never received offers for 263 and I am not surprised considering the information they gave to the collection agency was from my address of the original installation which I have not lived in for over 3 years now. And also now rying to settle this after several years from the previous install shows they don't want to work with their clients.I don't recall any communication written or verbal coming from [redacted] which is a direct reflection of his lack of business ethics and promise to deliver personalized customer service to his customers.  Something he made during his initial sales and installation process.When I did speak to [redacted] it was through my own initiative to contact him, repeatedly at times, to get a response from him. During those times he quoted settlements of over $1000.  I would think he as a business owner and manager he would contact and work with his customers directly to help a customer that had been with him for over 8 years and referred other clients to him during that time.Any interest charges are due to their delay and lack of customer service. So I am respectfully requesting these charges be eliminated.  I had been a great non-late paying customer with Alliance for over 8 years and this could have been handled much much better on their part.  
Regards,
[redacted]

We are releasing Mr. [redacted] from his contract.  We are simply asking him to pay the past due balance for monitoring services that had been rendered prior to Mr. [redacted] cancelling his account.  Before this account was sent to a collection agency several invoices and phone calls had been ignored.  Those invoices were for the past due balance of monitoring services that had been rendered prior to Mr. [redacted] cancelling his service due to his moving.  There was a clerical error in sending him to collections for the full balance of contract as we had a verbal agreement that if he moved we would allow him to cancel with no penalty.  However this debt is valid and he will have to settle this with our collection company.

To Whom It May Concern:

Mr. [redacted] had been a customer of ours since the end of 2003.  He has signed a few agreements for service over the years he has been a customer, the most recent of which was signed on 10/15/2011.  This was a 36 month Agreement signed at a...

rate of $41.99/month, which is a total due of $1,511.64 (plus tax) over the initial terms of the Agreement.  Our records indicate that Mr. [redacted] called in July 2012 to cancel service and then also sent an email request, but he was already in default of his agreement for nonpayment.  We spoke to Mr. [redacted] about the balance due, and our billing manager also emailed him an invoice for the balance of $263.78 at that time. Although legally we could have enforced the balance due on the contract ($1322.68 + tax, late fees, interest, etc.) we agreed to have him pay for the amounts currently outstanding of $263.78.  Unfortunately, payment was never made.  We sent him at least three invoices for this same amount over the next several months, but no payments were made and no further response was received. Then on 4/5/2013, we sent his account to an outside agency to help with collections on the balance of $329.73 (which included a collection fee).  Mr. [redacted] indicates that he spoke with our office on 4/17/2013, but he actually spoke with this outside agency.  Regardless, still no

payments were made on the balance owed for services rendered.  Finally, his account was sent to our collection agency in November 2013 to collect on the full balance owing as per the terms of the Agreement.

After reviewing our records and considering the amount of time that Mr. [redacted] was a customer of ours, we have asked our collection agency to reduce the amount owed back down to $372.06, which is for the original invoice amount plus interest and the collection agency fee.  If Mr. [redacted] would like to settle this matter, then payment of the balance of $372.06 in full is required.  Only then will we consider the debt settled.

Thank you,

Alliance Protection

We are releasing Mr. [redacted] from his contract.  We are simply asking him to pay the past due balance for monitoring services that had been rendered prior to Mr. [redacted] cancelling his account.  Before this account was sent to a collection agency several invoices and phone calls had been ignored.  Those invoices were for the past due balance of monitoring services that had been rendered prior to Mr. [redacted] cancelling his service due to his moving.  There was a clerical error in sending him to collections for the full balance of contract as we had a verbal agreement that if he moved we would allow him to cancel with no penalty.  However this debt is valid and he will have to settle this with our collection company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When I moved my service in 2011 I specifically told [redacted] that I was in a rental property for 1 year, at that time he said he would work with me on the shorter term. Which I later found out was not true it was to lock me into a 3yr contract after being with them already for over 8 years.  I never received offers for 263 and I am not surprised considering the information they gave to the collection agency was from my address of the original installation which I have not lived in for over 3 years now. And also now rying to settle this after several years from the previous install shows they don't want to work with their clients.I don't recall any communication written or verbal coming from [redacted] which is a direct reflection of his lack of business ethics and promise to deliver personalized customer service to his customers.  Something he made during his initial sales and installation process.When I did speak to [redacted] it was through my own initiative to contact him, repeatedly at times, to get a response from him. During those times he quoted settlements of over $1000.  I would think he as a business owner and manager he would contact and work with his customers directly to help a customer that had been with him for over 8 years and referred other clients to him during that time.Any interest charges are due to their delay and lack of customer service. So I am respectfully requesting these charges be eliminated.  I had been a great non-late paying customer with Alliance for over 8 years and this could have been handled much much better on their part.  

Regards,

Hello Mrs. [redacted],I am showing in our system that your monitoring rebate check of $100 was processed and paid on 04/30/2014.  The sales rep should have explained that it could take up to 4 weeks from the day of installation to process the rebate check.  We also would like...

to apologize for our sales rep discussing your security system features and personal information with your neighbor.  We have reprimanded the sales rep and are sincerely sorry for any problems this may have caused.  I believe the sales rep was simply trying to establish credibility with the neighbor in mentioning that he had done the alarm systems for the majority of the people in your neighborhood.  He gave specifics trying to sound more credible.Sincerely,Alliance Management

only the first payment was received. I will not be accused of throwing something away I never received so the other two payments were not received. And the staff member who signed us up said after we made the payment it would be out back into my account for the first three months not that I wold...

receive a check two months later. That is making fraudulent statements. This is ridiculous. A company making false statments and then want toplace blame on the customer. A bank confirmation of receipt of a check is not confirmation of payment.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 

Regards,

I never saw the details this company is claiming to have provided. I was never offer a discount if paid at time of disconnect. The claims made by this company are not correct and I reject the explanation. I have offered to pay the company directly and decline to pay a collections service.

To Whom it May Concern:

As per the signed Alarm Monitoring Agreement, any early termination fees are due in full immediately from the customer. When Mr. [redacted] spoke with [redacted] on 8/1/2013 and declined to make payment over the phone, she extended him a courtesy by mailing the final invoice and giving him 30 days to pay these termination fees; she did not need to extend that courtesy.  However, Mr. [redacted] was made aware of the balance due and was expecting an invoice in the mail.  Not only was an invoice mailed to the address on file, but a second one was sent as well to Mr. [redacted]’s new address as discussed with Erin.  If Mr. [redacted] had not received an invoice within about 10 days of their conversation, it was his responsibility to follow-up and to inquire as to the status. With neither invoice being returned to our office, we would not know if the invoice was not received or if it was simply ignored; however, Mr. [redacted] should have realized if the invoice he was expecting had not yet been received and called our office. 

The collection agency has been hired to handle all issues on this account going forward, and we are unable to accept payment directly from Mr. [redacted].  There was not a “collection service” added to the account balance; his balance reflects the remaining fees due on the contract and applicable interest.

Sincerely,

Alliance Protection Systems, Inc.

We did a conference call with [redacted] and our customer and confirmed the amount, date, and address of the Bill Pay Rebate check.  It is possible it got lost in the mail or misplaced by the customer, but the check was definitely sent and cofirmed by our bank.  I offered to send another rebate check but the customer declined.  The account has already been cancelled for non-payment and is in default.  We can do an electronic transfer directly to the customer's checking account for the remaining two months and the customer's account would have to be reinstated and brought current.  Otherwise this account will be referred to our collection agency.

To Whom it May Concern:

Mr. [redacted] called in to cancel his services on 8/1/2013, and our notes show he spoke with [redacted] in our Billing Department.  According to the notes on the account, [redacted]calculated the payoff figure for the customer with the assumption that the system...

removal would be completed on 8/6/2013, which she scheduled.  Mr. [redacted] declined to make a payment at that time for the balance due, which included a 25% discount of the balance due on the contract.  It was explained that payment was due immediately upon cancellation; however, it was agreed that [redacted] would mail an invoice to the customer for the balance and as long as payment was received within 30 days this discount would still be applied and the account would not be sent for collections.  Erin mailed an invoice that day to his service address of [redacted] **  [redacted] (where he said he would have access until 8/10/2013), as well as to the new address of [redacted].  This invoice gave until 8/31/2013 to pay the balance or the account would be sent to our collection agency.  Neither of these invoices was returned to our office by the postal service, so we can only assume that they were both delivered.  However, no payments were received and no further correspondence was received from Mr. [redacted] until now. 

This account will not be removed from our collection agency as this is a valid debt and no response was received after two invoices were sent from our office back in August.  The collection agency will accept payment on our behalf to settle the matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I agree to pay the outstanding balance of $263.78.  I can pay with a card or mail a check, where do I send it?

Regards,

We are sorry that you are experiencing difficulties with your alarm system.  You are a valued customer and we appreciate your business.  Your account is active and has continued to be monitored.  Per our alarm contract and [redacted]’s contract the monitoring is subject to the limitations of...

your telephone lines.  If you are concerned about your telephone lines going down from time to time and affecting your monitoring, you have the option to add a cellular communicator which will not be affected if you are having phone troubles.  We will assist in giving you a discounted rate for the additional services.  Your account is monitored by [redacted]’s [redacted] Monitoring Center and is the second largest monitoring center in the country and is very reputable.  I apologize for you receiving our voicemail, we however called you back within a couple of hours of receiving your voicemail and addressed your concerns.

 

Thank You,

 

Alliance Management

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I agreed to three years of coverage through Alliance provided by [redacted], not a third-party wholesale provider.  I have no direct relationship with Criticom, nor do I receive statements or communications from them ... I must rely upon Alliance for all servicer contact and they do not appear to be in business at this time beyond a cell phone call from their President.  I visited their suite of offices during normal business hours shortly after filing my complaint and they were empty.  I have corrected the telephone issues at my residence through [redacted] but these were never a hindrance to monitoring my home.  I want to be returned to [redacted] or my unused prepayment amount refunded.

Regards,

I am sorry you are not satisfied with our explanation.  Per our agreement we reserve the right to transfer the monitoring of your account to another monitoring center.  A letter was sent out as a courtesy notifying of the change of monitoring centers from [redacted] to [redacted]'s [redacted] on 08/12/2013 and again on 09/26/2013.  We understand you feel more comfortable with [redacted]'s monitoring center and we will transfer the monitoring of your account back to [redacted].  We are sorry for any inconvenience this has caused and we value your business.  I will have someone from our team reach out to you when the transfer of your monitoring to [redacted] is complete.

Review: When I signed up with adt a gentleman showed up offered me great services great plans and 3 months free. it is on my contract where I would get three months free. for the last 3 months I have been being billed on every 30th, and neither reimbursed or given a call as to why. I have called adt and they transfer me 3-5 times each call and I never reach anyone who can help me. I had to call my bank and have these charges disputed due to these causing me overdraft fees. This is a direct violation of their contract and they misrepresented their intentions.

Product_Or_Service: ADT serucity servicesDesired Settlement: DesiredSettlementID: Other (requires explanation)

I don't want to do any business with any company that does not follow through on their contractual obligations I want to be released from their services and I want someone from their company to come and remove all of their equipment from my home immediately. not to mention the fact that they put a hole in my wall to run a cable and never cleaned up the mess they left behind I had to clean it.

Business

Response:

Consumer

Response:

only the first payment was received. I will not be accused of throwing something away I never received so the other two payments were not received. And the staff member who signed us up said after we made the payment it would be out back into my account for the first three months not that I wold receive a check two months later. That is making fraudulent statements. This is ridiculous. A company making false statments and then want toplace blame on the customer. A bank confirmation of receipt of a check is not confirmation of payment.

Business

Response:

We did a conference call with [redacted] and our customer and confirmed the amount, date, and address of the Bill Pay Rebate check. It is possible it got lost in the mail or misplaced by the customer, but the check was definitely sent and cofirmed by our bank. I offered to send another rebate check but the customer declined. The account has already been cancelled for non-payment and is in default. We can do an electronic transfer directly to the customer's checking account for the remaining two months and the customer's account would have to be reinstated and brought current. Otherwise this account will be referred to our collection agency.

Recently I changed vendors for my alarm system, assuming my previous vendor would be cancelled by the salesperson for the new system. It wasn't, and I was billed by the original system, even though the contract was up, and I had not been notified, except for the billing. When the second bill arrived, I called ADT about Alliance being my new vendor. The answer of why I was billed was somewhat confusing, and I ended the call upset and angry. I called Alliance for an explanation, frustrated and still angry. The response I got was immediately supportive, calm and positive. She got back to me with an answer when she said she would, and was able to resolve the billing problem to my satisfaction. She listened, was patient, and was thorough in taking care of the problem, going step by step with a positive attitude, clearly resolving the issue.

Like to thank Mr. [redacted], for good job on the good work.