Alliance Security, Inc.

Alliance Security conducted the installation of the Alarm Service *** is the company which provides the monitoring and support both the billing and Customer Service on the account *** Executive Response Team has been in contact with the customer for resolution

Please be advised we had serviced the Alarm System on 8/- Since that time there has been one incident where a window sensor had loss supervision but was restored within seconds There is currently "no trouble conditions" on the Alarm System based off our findings on Alarm.com which is our
interactive service We have spoke with the customer as recently as 9/at which time they provided us with new information for the automatic payment on the account Should the customer like to discuss the matter further they may call our Account Resolution Deptat ###-###-#### ext

The installation of this service occurred over a year ago on July 2nd, and was placed online with our Monitoring Company on July 5th, The customer called in on July 5th stating he had a breover the holiday weekend We explained that due to the Familiarization period
outlined in Clause of the attached contract the account was not placed online until the early hours of 7/ However we did request a police report for review which was never sent During the phone call on 7/the customer agreed to set a service at which time he was going to acquire an additional motion detector for $and install both the Cam and Thermostat owed from install Service was completed on 7/and customer seemed content.On 7/the customer called in and insisted the thermostat was not working how it should This was confirmed on ***.com and we offered to send a technician to the home at no cost If we were unable to rectify the issue with the Thermostat in the home with an Alliance tech our next step was to hire an HVAC company and Alliance would cover the expense The customer at this time did not want to set the service and had asked how much to cancel the account We provided them with the 80% payoff per the term of the contract Alliance at this time was not going to release the customer from the agreement as we were doing everything in our power to rectify the issue (setting service, crediting a month or two, etc.)Customer then called back on 8/and accepted the service call we had offered Service was set for 8/ On 8/the technician went to the home, fixed the thermostat and also connected the camera to the system (issue with WIFI previously prevented us from doing so) When technician left the home on 8/everything was working properly and we were receiving signals through the ***.com application There was no follow up with the customer as signals were confirmed through ***.com and system was working properly This was the last we heard from the customer until a month later 9/9/when he called the Monitoring Company and requested cancellation stating he had switched to another company Attempted to call the customer times to no avail When finally reaching the customer on 9/he stated he had already gone with another company, wanted nothing to do with us and said we could handle the account legally or however we wanted to and disconnected the call Customer was very abrupt and would not explained what the issue was at this time and there were no known tourble conditions that we could see on our end Two more attempts to call the customer had gone unheeded We were unable to resolve the account.Couple more thingsCustomer claims they were unaware of the day right to rescind, the familiarization period and also the Automatic Payments being drafted All of this was mentioned in a Confirmation Call the night prior to the installation and was also outlined in the contract e-mailed to the customer on the day the system was installed.Finally, there was indeed some miscommunication regarding the keypad The customer had originally requested a mobile keypad to be used through the home and we sent a stationary keypad which did not need to be mounted but also was not portable However this was also something Alliance was willing to rectify It was noted off the 8/service that we needed to ship a Portable Keypad and was en route to the customer but shipment cancelled due to his requested to terminate the service At this time the account has been handed to an Outside Collection Agency due to the customer defaulting on the agreement He would need to reach out to *** *** at *** at this time.Contract attached

Please be advised on 7/27/at 3:41pm the number *** was placed on in our Internal Do Not Call Database Should you receive any more calls from an agent representing Alliance or have any other concerns feel free to contact our Account Resolution Department at *** ext
***

After speaking with Mr*** we have agreed to close his account with SafeHome Security and refund him for any/all overcharges. He will be receiving a check in the amount of $within 2-weeks. There is no further financial oblogation towards his account

We are slightly confused by the rejection of Ms***.......AGAIN LIES AT NO POINT AND TIME WAS 719.00 THAT MENTION TO END THIS*** AND MS.*** STATED WHAT I PERVIOUSLY SAID ABOUT THE BUT WHEN ASKED FOR IN WRITING THEY BACK TRACKEDTHE INCLUDED CAMERASHOW CAN I ATTACH THE EMAIL? ....The statement is somewhat contradictory as in one sentence she states the $was never mentioned and in the next she mentions the $included cams.So here is the end result...Ms*** has told us repeatedly she wants to keep the cams. We are willing to nullify the agreement and leave Ms*** with all the equipment (except the Outdoor Cameras) for $440. If Ms*** would like to keep all the equipment, as well as the Two Outdoor ***'s, then it will be a total of $to cancel. Be advised these are the figures we have quoted the customer since day one. A simple GOOGLE search will find that the *** cameras at *** *** would cost the customer $Ms*** may call us here at Alliance and take advantage of either offer however we refuse to run around in circles

*** ***, We have researched the phone number provided in our database and show no record of the calls being made from Alliance Security Alliances internal system does not allow the generation of a sales lead for a phone number on the Federal Do Not Call list We have now
placed you on our internal DNC list as an additional measure but again, we show no record of the alleged call. Thank you and please feel free to reach out should you have any additional questions or concerns.Sincerely, *** ** ***Operations Manager*** ***

The customer signed a month monitoring agreement which included not only the camera's but protection against break ins, fires and medical emergencies At the time of the installation Alliance did not install the cameras due to their being an issue with the customers WIFI We had
directed the customer to call their Internet Provider as they would need to increase the speed in order for cameras to operate At this time we offered a month credit while issues were being worked out with internet company Customer was aware contract was not solely for the Cameras and continued to utilize the break in protection, arming and disarming the system from the Panel Besides the two month credit we also offered to upgrade the cameras from our standard Indoor HD 100's to our Pan & Tilt Device After voicemails were made to customer to see if they contacted internet company, we seized any further calls and anticipated the customer to call in once ready We continued to bill customer.Almost months pass with no contactand also no payment from Customer We finally reach customer on an outbound call attempting to collect balance They state disdain over the fact we never followed up about cameras and we made them aware that multiple attempts were made At this time we offered to install the cameras and credit the difference for any amount they were charged for the cameras Keep in mindcustomer was still utilizing the Alarm System without cameras Customer declined any and all offers to resolve the issueCustomer also stated that they were going through financial issues which would prevent them from continuing the account anyhow and did not see a point in installing the cameras Customer mentioned, "I can't pay this and I will get out of the contract even if I have to go to the Revdex.com...."We have offered multiple resolutionsmonths credits, lowering the rate without cameras, and next day services to rectify the issue If the problem is with the WIFI or even financial, Alliance has no obligation to release the customer from the contractual obligation that was signed in the home If the customer would like to speak with someone in our Account Resolutions Deptto discuss the matter further, we can be reached at *** ext***

Mr***, After researching the number you provided with your complaint our records do not indicate that any calls were placed by Alliance Security Alliance takes compliance seriously and has numerous measures in place to ensure compliance with all applicable federal and state DNC
regulations We have, however, placed the number provided on our internal Do Not Call list. Please let us know if you have any additional questions.Thank you,*** ***Operations ManagerAlliance Security*** ***

Upon the consumer rejecting our complaint, two more calls were made to the primary number Unfortunately at this time there is nothing further we can do if the customer is not answering our calls Customer should call into Alliance Security for further assistance

Please be advised Alliance Security had serviced the account on January 21, At this time we installed a Signal Repeater to stregthen the signal from the Panel to the contact located in the outdoor shed The system was placed on test mode and all components seemd to be functioning
properly We also gave the customer Keyfob remotes to assist them in arming and disarming the system It was brought to the customers attention that because the contact is located outside in a shed that is not insulated and could reach below freezing, the batteries in the contact may drain faster than a contact located in the home Should the customer have any further service issues they have been directed to call into our office to find an alternate resolution Due to the repeated service issues we have also credited the customer for months of service downtime, total credit amount $99.98If there are any other questions the customer may call into our Account Resolutions Dept at 855-669-ext

***Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am sorry to inform you that they are lyingI have actively worked with them on resolving this issueThey have lied repeatedly about calling back and any attempts at fixing the front door panelTheir technician acknowledged the non working panel when he called their office to inform them that it needed to be replacedNot only was my roommate present and a witness but also *** the monitoring company they contract with has been involvedAlliance tried to pass the repairs on to *** who threw it back at them as it was their responsibility per the contract.jf you like I can call them and have one of their contact you and explain all this to youI only requested a full credit when I filed the complaint with you a full month after their reps cancelling repair appointments with no noticePlease feel free to contact me at *** or cell ***I am years old a disabled professional Insurance Broker my roommate is a year old Master Degreed professionalWe are not lying or trying to run a scamIf anything because of my condition it is crucial that I have these services in placeI am filing complaints with the RI governors office and will be reaching out to disability advocacy groupsThey are now willing to release me from the contract as long as I physically remove the equipment and return it to them however with a paralyzed leg I cannot get upon laddersI have asked them to call and hire someone inVT to remove the equipment and return it to them so that their is no claim of damageI also requested they repair the holes drilled into the kitchen cabinetry and plaster walls once removedI can provide photosPlease look at on line comments and complaints they are barely at three stars and the complaints are the same as mine.Regards,
*** ***

Revdex.com:
I have
reviewed the response submitted by the business and have determined that the response does semi-satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedThe business confirmed over the phone that they were canceling the contract and issuing the refundThey also confirmed that we owe nothingThey scheduled for everything to be removed from the house on Saturday 8/They sent the original installer with the bad attitudeThe guy called me at 10:am to tell me he would be there in an hourAt 12:pm I called him to ask where he wasHe said he was minutes outSame horrible customer service all the way out the doorHe came and took everything outWe kept all of the boxes and manuals and he packed everything back up in the original packagingThankful to be done
Regards,
*** ***

Alliance Security were only the installers of the system back in July of and MsFink is currently a customer of MONI Smart Security. Any questions, concerns or inquires should be directed to them. They can be reached at ***

Alliance Security has nullified the Alarm Monitoring Agreement on 7/27/- there is no further financial obligation towards the account and customer is satisfied with resolution

Please be advised on we spoke with the customer regarding the account Both consumer and Alliance have come to the agreement of removing the Door Lock and reducing the rate to $49.99/month (exclusive of State Sales Tax) for the duration of the Alarm Monitoring Agreement The
scheduled service date is The customer will remain with the other aspects of the Alarm System Customer is satisfied

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
From *** *** in response 3/5/2018 I did speak with Allliance Security and Mr*** *** *** did respond as indicated above. This seemed reasonableToday, however, the company charged my bank account $for a monthly member feeI paid all my fees for the first contract year upfront. There should be no debiting on my checking account. I do not want to continue with this company. Their business practice is not acceptable and I have no confidence of reliability with their service nor do I have confidence that they will not continue charging me inaccurately. *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[JUST SO WE ARE CLEAR BECAUSE POOR COMMUNICATION HAVE BEEN THE PROBLEM DID YOUR COMPANY PUT THIS ON MY CREDIT REPORT ALREADY? YOUR STATEMENT SAID TO MAKE APPOINTMENT TO REMOVE ALARM SYSTEM WHERE IT SHOULD STATE TO PICKUP CAMERAS3.YOU DID NOT STATE WHO TO MAKE THE MONEY ORDER OR CHECK TO]
Regards,
*** ***

Revdex.com:
I have
reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Please be advised customer was installed on Aug 21, We made a return trip a week later to complete the install because of the amount of equipment required additional time We were able to install all of the equipment besides one Outdoor Cam because it was defective at the time
We had called the customer multiple times within a week period to reset the appointment to no avail Calls to customer then ceased months go by bringing us to Feb and the customer calls in and appointment was then reset We go to the home and realized that the customers internet was not strong enough to support multiple cams We had then requested that the customer purchase a WIFI extender and requested her to call in once this was purchasedCustomer calls back on June 17th stating she had purchased the extender and is also having trouble with her secondary keypad Within a week of her calling we had lost a technician in the area and had to reassign the job to another *** Dealer in the area The other service provider calls the customer to setup the service and customer declined claiming the person who called her was "rude, ghetto and condescending" There was no evidence of this in the phone call and the representative conducted himself professionally while customer demanded to know why it took so long to service the account eventually using profanity and disconnecting the call It did indeed take more weeks for us to find another service provider They called in the middle of July to setup the appointment at which point the customer requested to cancel the account.We have since spoke with the customer a number of times to try and resolve yet again now that we have a technician in the area We have offered a credit of $20/month for every month customer has been without the camera and customer declined Off the last call customer began to use profanity laughing off the account simply stating she would get a lawyer Please be advised every device in the home had been monitored since the installation of the service with the exception of the one camera due to a lack of signal strength We offered to service the account twice, customer declined Offered to credit the account for $for those months where camera has not been installed, customer declined.If customer would like us to service the account we would be happy to setup a time and date to get out there and the $credit will still be on the table If she would like to cancel the account she would be subject to an early termination minus the fee for the outdoor camera All inquiries may be directed to our Account Solutions Dept at ext