Alliance Protection Systems of Phoenix, Inc.

Review: In July 2013 we notified Alliance Protection Systems, Inc. that we were required to move and would be cancelling the service. We were informed of the early termination charges per the signed contract, but had no choice in the matter of moving. The equipment was scheduled for pickup and returned to Alliance Protection Systems, Inc. We informed Alliance Protection Systems, Inc. of our new address and requested detailed/itemized billing to be sent to [redacted] I never received detailed/itemized billing.

Now, six months later I received a call from a collections agency, [redacted] and Associates, LLC, offering a reduced amount IF paid today 2/4/14.

Offer Letter below:

"[redacted] Dear [redacted]

Regarding Creditor Name: Alliance Protection Systems, Inc.

Balance Due: $1,333.12

Our Account Number: [redacted] Creditor Account Number: [redacted] Date of Notice: 2/4/2014

Purpose of Letter: Important Settlement Offer

My name is [redacted], I am the Vice President of [redacted] and Associates, LLC (hereinafter

referred to as “[redacted]”). [redacted] was assigned your account from Alliance Protection Systems, Inc., our client,

for purposes of collection of an outstanding balance. We have communicated with you on a previous occasion at

which time we notified you of the amount of your delinquent balance which was $1,333.12.

We are pleased to advise you that for a limited time, we have been authorized by our client, Alliance Protection

Systems, Inc., to accept the reduced amount of $1,133.15 in full satisfaction of your obligation of this matter.

This settlement offer shall become void after 6:00 PM CST on the date of 2/4/2014.

You can pay with a credit or debit card by calling Toll Free: ###-###-####.

Please call us with any further questions that you may have.

Sincerely, [redacted]Desired Settlement: I just want Alliance Protection Systems, Inc. to uphold their agreement to send me the bill. I don't dispute the charges, I am though, very frustrated from the harassment of a collections agency that is threatening to send this to the reporting agencies.

I want Alliance Protection Systems, Inc. to remove this account from collections send me the final billing and I will pay Alliance Protection Systems, Inc. not the collections agency [redacted] and Associates, LLC.

[redacted] N [redacted]

Business

Response:

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] (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.

Consumer

Response:

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.

Business

Response:

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.

Review: In January, 2013, I signed up for security system monitoring from [redacted] through Alliance. About six months ago I was notified that the monitoring was being transferred from [redacted] to [redacted], but that my contractual agreement, wherein I paid for three years in advance for a fourth year free ($1300+), would be honored. I've recently experienced a problem with my home phone, losing service for up to two days at a time. Since I did not receive notification from the monitoring party that my system was down I called [redacted] ... they claim to not have a record of my account at my home address. I then called [redacted] and they confirmed that my account was closed but had no information as to its disposition. I have attempted to reach Alliance [redacted] Systems at both the local and 800 numbers and cannot reach a human ... I receive the standard please hold for the next available agent message and then within 30 seconds I'm advised of their 'normal business hours' and offered an opportunity to leave a message. I believe they have skipped town without transferring my account, and, therefore, with my remaining balace of the $1300+ I paid them up front.Desired Settlement: I would like to secure legitimate monitoring of my home security through a reputable provider - preferably [redacted].

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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: I purchused my ADT contract through [redacted] who works for Alliance Protection. They are an authorized dealer for ADT. First we were promised the first two months free. We were suppose to get $100 in the mail in a form of a visa card with in 3 business days. It has been a month and we still haven't recieved anything in the mail. ADT told me I have to go through Alliance to get the money. I have called Alliance every day for 3 weeks about the money and about sharing my personal information with my neighbor. I have left multiple messages with no phone call back. My other part of my complaint is that my neighbor came over to let me know that [redacted] well being extremely pushy trying to get a sale. He, at some point told my neighbor my personal information of my name, my job, what I bought, and a who all lives in my house. This information isn't for anyone to know. Alliance is not and will not pick up their phone for me or my neigbor.Desired Settlement: I want my the refund I was promised and some kind of action taken against the agent who was giving out my personal information. As well as some time of apology for his action which reflect on his company.

Business

Response:

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

Staff is never available to take or return phone calls. Keep getting a run around when I'm trying to terminate my alarm service.

We have been with Alliance Protection Systems of Phoenix since 2003. We have always had stellar service from Alliance and today they went above and beyond this service. They answer the phone immediately and are able to schedule timely appointments to make upgrades to our system and they truly value the customer. With Alliance, the customer really does come first.

Review: When I moved to this address ADT home security system also moved paying $199 as a continuation of the service. Although ADT took old gears installed in old house and reinstalled new home, the yard sign was not installed.I requested several times about the sign ever since I moved, 1/23/14, ADT agreed to install the yard sign but it did not happen as of today. Each time I called, they said that it will be installed late afternoon or early next morning. I got impression that their service is not the customer oriented but internal complexity causes making customer unsatisfactory. I judged that they are willing to ignore the small service they ought to the customers.Desired Settlement: Have them install the yard sign at my home or allow me to be able to cancel the contract for remaining 11 months.

We had an alarm system installed in July 2013. [redacted] was our technician. He was professional, courteous and took time to instruct us on our alarm functions. We were given a book on the system and that goes into detail, however personal instruction is much appreciated as the book can be a little intimidating.

Because I had some other questions that came up later (after reading the guide, and billing questions) I spoke with [redacted] from Alliance. She spent time with me on the phone and we walked through in detail what I needed to do. She was professional and patient.

Review: Had service for nearly 8 years when I moved properties I told [redacted] that I was in a 1 year rental. He signed up me for a 3-year contract saying it could be taken care of later. I was in contract for 1 year and have not been in property for over 2 years now only to find out they sent to collections.Desired Settlement: I would like my account cleared as settled and the debt cancel removed from my name.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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,

I am not happy with this service at all. In fact I don't know who I am dealing with. I did not want the system at all I was called and felt pressured. The signs said Honeywell as well as literature I was given and a phone number. When I called because of a problem, the number was not correct. They had no record of my account. Only when I pulled out my contract and got the number of metrotronics. I have had to call 4 times 3 days later in order to get to talk to someone. I expected 24/7 response time. If an emergency, what do you do? I just do not trust this company and want to cancel. I also discontinued my Landline Phone and my Cable because of financial problems