Alliance Security, Inc.

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, *** ***

Alliance Security has offered multiple options to the customer in order to resolve this account At the time of the original install the technician completed everything but the installation of an outdoor camera and glass break sensor The techs do not carry outdoor cams in their
inventory as they are special order devices and the last glassbreak he had was faulty out of the box (manufcaturers defect) We spoke with the cst within days of the original appointment and attempted to setup a service for the owed devices but customer had questions about being able to swap one or both of those devices for other equipment Gave customer options who wanted to speak to spouse Both Alliance and customer came to agreement to set the service while providing a discount on equipment being added Be advised the customer was still being monitored at this point with the following; contacts, glassbreak, smoke and motion.Appointment was set for 7/22/which unfortunately was not covered due to an emergency on our technicians end We were notified the same day of the emergency by the technician and was unable to move the job to another tech to cover We made multiple attempts on that day to call the customer and also in the following days No response After consecutive days of calling the customer our attempts ceased as the account was being monitored and the service was for "add-on" equipment Cst called in two months later demanding to cancel the account although Alliance did attempt to follow up off the missed appointment.At this time and since the complaint has been opened we have attempted to contact the cst multiple times, each time encountering a pick up/hang up If the customer would like to discuss the matter further they may call us at ###-###-#### however at this time Alliance Security does not intend to relieve the cst of their obligation for which they signed

We have spoke with Ms*** and have come to the following agreement;We will be servicing the account on March 8th; should the service not be covered Ms*** may cancel the account with no repercussions.The customer will have a day right to cancel upon service being completed.The customer will
be credited months of service at no cost.Should Ms*** has any other questions or concerns she can reach out to us at ###-###-####. At this time we would consider this resolved and look forward to completing the service

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 # ***.
I received one call from a gentleman back in December, who said that he was going to look into my account and get back in touch with me and I have not heard from him. This Monday 1/8/17, I received a phone call and a message from a *** at *** extension *** and I have returned his call and left him a voice message. Today I had a missed call from the same number that *** called me on Monday but I got no voice message, I assumed that it was him, I returned the call just to be placed on hold. I would appreciate it if Ms*** can call me directly so that we can figure out what is going on with my account
Regards,
*** ***

At this time the account has been marked a cancel and any monies collected will be refunded to the customer The customer may anticipate a call within hours from our service department who will be scheduling a time and date for the removal of the service

We have made multiple attempts to reach out to the customer to no avail After review of the account, Alliance Security is willing to cancel the services at no cost to the customer We have seized any further billing on the account and the customer may call us at *** in order to
setup a removal of the system

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.
All of the information provided by the business in the response are lies, there was never an issue with my internet nor did they not install initially because of itI am an IT manager who works from home 4-days per week I have multiple devices connected to my network and have never had any issuesThe installation was never voluntarily completed it was only completed after I requested that they cancel he service and I Called them multiple timesThey have never responded to me about any issues until I said I wanted to cancel the servicesI did upgrade my home internet later after months of having the service and the company never responding to see if that would improve the issue with the cameras and it didn't I have a megabyte system which is the highest circuit that you can have in your home and the equipment still doesn't workThe speed in my home is test multiple times per week so I know that is not the issue the company is blatantly lying I would like this canceled and the equipment removed from my homeThey never contacted me till I called them multiple times and never offered to resolve the issue till I said cancel they are unprofessional and promise things they don't provideI have never turned the system on other then maybe or times so that is also a lie saying I have been using the security system
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,
*** ***

As an answer to the complaint...Alliance Security conducted the sale over the phone and installed the system the following day on 11/18/ We did not send a representative to the Salon who had previously worked for *** as it was a female representative who setup the install over the phone
It was actually weeks ago that a rep from *** had called Alliance Security saying he had a Salesman go rogue on him and he thought he was going into homes and businesses and resigning them to other companies The "rogue" salesman he mentioned is not nor has even been employed by Alliance Security The customer also mentions that a year agreement is illegal in Floridawhich is information being given to her by her previous company This is also untrue.So back to the installwe had gone out to the business a day after setting up the appointment over the phone Technician was clearly identified as being there from Alliance Security and the agreement also states that we are not affiliated with any other outfits At the time of the install we had used a couple of components from the old system that were still in good working order It was then brought to the customers attention that she would need to call the other company to cancel their service while we were informed she was no longer under contract with them Installation was completed We conducted a Quality Control call going over the rate, term of agreement, length of agreement and also mentioned again during that call that she should call her prior company in order to cancel their service Between November and July there we no issues and customer was using the system almost daily That is 9+ months where customer did not call us up with any issuesthat is 9+ months that the other company did not call the customer when their system was off the wall Come July and the customer calls in stating she can no longer afford our system only after her other company sends her a bill for a contract she did not think she was in Alliance Security in good faith has offered to pay any buyout towards her agreement should she be able to provide proof of the payoff amount We are also awaiting ***'s Legal Department to call in so we can discuss the matter as they said they would provide the customer with legal counsel if need be however we have not heard anything from them about the matter.At this time Alliance Security is willing to reinstall our system at no charge to the customer as well as payoff any remainder of her contract with *** All protocols were followed and customer was completely aware she was signing with both Alliance Security and *** as the Monitoring Company Please be advised the customer was also left with a copy of the Alarm Monitoring Agreement which allowed her business days to cancel our service had she chosen to do so or had any doubts about the service itself If the customer would like to call in to discuss the matter further she may reach our Account Solutions Deptat ext

The security system was installed on 5/27/and customer had signed the Alarm Monitoring Agreement and also agreed to all its terms verbally when our Quality Control call was conducted upon the install be complete Approximately weeks after the install the customer had called into
Alliance Security stating she may be moving in with her son and wanted to discuss some of her options After explaining she could move the system with her (for medical purpose), pass the system along to someone else or pay a buyout which would be reduced to an amount just to cover our costthe customer declined all options On 6/the customer calls back in stating she had changed her mind and would continue the service Showing signs of committment towards the account she had requested that we implement the Chime Feature for her side door but stated she was lying down at this time and would either call back in to Alliance or simply "read her booklet" - Since 6/Alliance Security has attempted to reach out to the customer more than a half a dozen times to check on the status of the account and confirm customers satisfaction Our efforts have gone unheeded The customers system is currently showing No Trouble Conditions on Alarm.com device and Alliance will continue to reach out to the customer to confirm her willingness to move forward Should the consumer like to further discuss her account she may call our Account Resolutions Department at *** ext***

Based off the information provided in the complaint (name, address, telephone number) we are unable to locate any account We have also verified with our *** *** *** that no Alarm Service is associated with the information provided A voicemail has been left on the
number given for the consumer to call into our Account Solutions Department at *** *** *** to discuss the matter further

Please be advised we have made multiple attempts to reach the customer *** is no longer in service *** is unable to accept VM's as the mailbox is full If the customer would like to speak about this matter further they may call into our Account Solutions Dept
at 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 # ***.
I am rejecting the claim that they take compliance very seriously Having received over calls all from at least three "vendors" claiming to be selling on behalf of Alliance, they are hiring disreputable companies to do their illegal calling for them When they get pinched, they shut it down and start up another using the same lists Taking it serious would mean ensuring that their vendors / subcontractors followed the law, or refusing to do business with them
Regards,
*** ***

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,

*** ***Alliance is in receipt of your complaint and has researched the number you provided Alliance does not show any indication that a call was placed to the number provided Alliance takes compliance seriously and has a call system that scrubs all number across any applicable
Federal and State Do Not Call lists We have , however, placed you on our internal Do Not Call list. If you have any questions please do not hesitate to contact us.Thank you,*** ***

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 resolvedI will not hesitate to file another complaint if the issue persists into the future.
Regards,
*** ***

Alliance Security had sent a check for the full reimbursement of the repair to the customer on 12/29/ The Alarm system was checked on 1/by a technician in the home to ensure everything was working properly and with no trouble conditions Should the customer have any other
questions or concerns they can reach our Customer Loyalty department at ###-###-####

We have followed up with customer to which were getting no availabilityPlease forward concerns immediately to ***Thank you

When Alliance
Security promised to provide equipment and installation at $it did not include the additional items that the customer had inquired about and received at the time of the installation. During the original phone call there was no mention of the upgraded devices and these were acquired at the time of the installation and sold in the home by the technician. The customer wanted a video doorbell, additional keypads and smoke/fire/carbon protection, all never discussed in the original conversation. With the addition of the devices, as well as an extended warranty to cover the video device, the customer was upgraded $for a total of $79.99Customer called in only days after the install for the equipment that was owed wanting to schedule a return trip for the upgrades (technician did not have the upgrades as they were not on work order) - at this time the customer agreed to the increase of $but thought it to be a one-time cost and not added to his monthly bill. After speaking with the customer and getting a variance on the Monthly Rate through our Monitoring Company we were able to offered the reduced cost of $however the customer declined. The other option was to lower the rate back to the $without the added devices. Customer declined this offer as well. Both options are still on the table for the customer to take advantage of

After speaking with the customer she is aware of the breakdown in cost. Being chosen through our promotion there was no cost for the equipment and customer is only being charged the monitoring fee based off the amount of equipment installed. A service has been set for today, February 9th
to check the system in its entirety. Customer is satisfied with the resolution and is willing to move forward in protecting her home and family