Alliance Security

The rep used dishonest tactics and took advantage of meI have a cancellation fee from my previous company and no one would pay it I had digital life for my alarmI was not aware the the representative was with a different company until much laterI was also given a cancellation fee from digital life that I was not aware of and now no one at Monitronics will pay me back for the chargeI had to pay it out of my pocket so my credit wouldn't take a diveI am stopping my paugments to Monitronics and will need everything voided out

After review of the account Alliance Security is willing to remove the system at no cost to the customer and nullify the Alarm Monitoring Agreement along with reimbursing the one month payment that has been processed We have attempted to contact the customer to no avail They can reach us at [redacted] to proceed with the cancellation process (removal/reimbursment)

Alliance Security had placed the number provided on our Internal DNC list on June 9, Should the consumer be receiving any further calls they may call into our Account Resolutions Deptat [redacted] ext [redacted] and speak to a representative about this matter

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 # [redacted] Please add your rejection comments belowThe claims Alliance asserts in its response are false When they solicited me via telephone out of the blue promising me a state of the art system and lower costs, I made it clear that I had security monitoring services Prior to installation, I informed them that I had a [redacted] security monitoring service contract and did not know exactly how long that contract was That did not stop them from making promises about lower costs and an improved security system They were pretty aggressive with the hard sell to switchWhen I raised concerns about any termination fees, I was assured that Alliance/Monotronics would cover the cost to transfer to their service I was told that I would only be responsible for their monthly monitoring fee plus taxesThat was the ONLY reason I agreed to try their service Since they only offered to pay a fraction of the cost after providing them with the payoff amount, I asked them to remove their system They couldn't make good on their offer, and to add insult to injury when their technician removed the system in February 2016, he cut the wires in a way that the [redacted] rep was unable to reinstall the initial system(Images attached) I've tried numerous times to reach Alliance's Account Solutions department both on the telephone and via email and received NO response One of the phone reps that saw the pictures, acknowledged the shoddy condition in which my security wires were left and promised they would get back to me to remedy the situation And to date, I've gotten neither response nor remedy from Alliance Had Alliance not misrepresented itself from the outset, I would not be in this situation Because they couldn't make good on their offer, and their technician hacked my system, I have asked that they either fix the wires or cover the cost for the wireless system with [redacted] Regards, [redacted]

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 [redacted] 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

***,We are in receipt of your concerns and are awaiting documentation for review Thanks

We have mutually agreed to remove the system and part ways with Ms [redacted] with no financial repurcussions when it comes to the cancellation We have set an appt on Saturday to remove the system, between the hours of 9-1pm Technician will be calling minutes before the arrival Once the equipment has been recouped, Ms [redacted] will be refunded a total of $for the amount already paid into the account If Ms [redacted] has any questions she can call us at [redacted]

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 # [redacted] I AGREE ABOUT GOING IN CIRCLE WHICH I STATED IN DECEMBER IN WRITING TO CANCEL AS INSTRUCTED AND REQUEST YOUR COMPANY TO COME AND RETRIEVE YOUR EQUIPMENTFOR THE RECORD AFTER THE CANCELLATION LETTER YOU WERE TO GET YOUR EQUIPMENT AFTER DAYS YOUR COMPANY HAS TECHNICALLY ABANDONED ITHOWEVER, IN GOOD FAITH I WILL AGREE TO THE AND RETURN OF THE WRONG CAMERAS, ONCE I RECEIVE IN WRITING YOUR NULLIFICATION OF THE AGREEMENT AND THAT NO FURTHER ACTION NOW OR IN THE FUTURE WILL BE TAKEN AGAINST ME ( [redacted] ) FOR ANY PAYMENTS OR EQUIPMENT AND IS NOT AND WILL NOT BE ON MY CREDIT REPORTPLEASE MAKE SURE THE EMAIL STATES ALL ABOVE IN WRITING IN CLEAR AND TRANSPARENT LANGUAGEALSO, THE ADDRESS OF WHERE TO MAKE THE PAYMENT.THANK YOU IN ADVANCE FOR ENDING THIS LONG AND UNPRODUCTIVE ARRANGEMENT Regards, [redacted]

We have reached out to the consumer and discussed our Sales Process and Protocol Customer is understanding of the situation, aware that we are registered and licensed in over states and is satisfied with resolution Consumer has been given the number to our Account Solutions Dept should she have any further questions or concerns

Please be advised over the course of four days6/- 6/- 6/and 6/Allliance Security had attempted to contact the consumer to no avail Multiple voicemails were left on both numbers provided as well as an email sent to the consumer with no replyThe consumer should call into our Account Solutions Department at [redacted] ext [redacted] so we may discuss the matter further[redacted] RETENTION SPECIALIST (***) - Administration [redacted] 12:pmcalled both numbers - NA sent one more emailTim H - SRRETENTION SPECIALIST (***) - Administration 2016-06-2:pmcalled phone NA - called phone LVM sent one more emailTim H - SRRETENTION SPECIALIST (***) - Administration 2016-06-3:pmcalled both #'s LVM and sent another email to address Revdex.com complaintTim H - SRRETENTION SPECIALIST (***) - Administration 2016-06-3:pmcalled not able to leave VM phone #just kept on ringing sent and email as well

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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

We truly apologize about the inconvenience you faced in trying to reach us Be advised that Alliance Security is available between 9am and 5:30pm EST If there are any concerns outside of those hours you are directed to call the monitoring company, [redacted] at [redacted] and they are available 24/ Also be advised Alliance does indeed have a toll-free number and we can be reached at [redacted] between the aforementioned hours.As mentioned in the complaint the customer attempted to reach us times on 12/- we were closed in observance of the Christmas Holiday When speaking with the customer on 12/27/we scheduled the appointment for 1/5/while waiving the standard $trip fee associated with the agreement At this time the service call is still scheduled to be completed on 1/5/ Should the customer have any further concerns they may call us at [redacted]

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 [redacted] 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 satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, *** ***

Please be advised that on 3/16/a representative from Alliance Security reached out to Ms [redacted] to address some of her concerns She has recevied her check, system is functioning properly and customer is satisfied with the resolution Should Ms [redacted] have any other concerns she may call our Account Solutions Deptat [redacted] ***

The customer requested cancellation within their day right to rescind and Alliance Security will be removing the system on 7/18/ Upon retrieval of the equipment the first month payment will be refunded and the contract will be nullified with no further financial obligation towards the account Should the customer have any other questions or concerns feel free to call us at the number listed below

As described in the customers rebuttal Alliance Security recouped the equipment on 2/17/ The cancellation of the account takes days from the time of the removal based off the terms of the Alarm Monitoring Agreement Our billing department confirms that $has been requested to be refunded via check to the customer which would be received anywhere from 4-weeks from the time of the removal The first payment processed of $has already been reversed back to the consumers account Should she not see the reversal transaction then she should consult with her Banking Institute At this time all monies are in the process of being refunded and the customers account is cancelled with no further financial obligation towards the account If she should have any other questions she can reach out directly at [redacted] Unfortunately we are unable to expedite the time to refund however all monies are scheduled to be returned to customer

Our phone records do indicate that over a half dozen attempts were made to call Mr [redacted] between and - We finally spoke with the customer on 2/at which point a representative did tell Mr [redacted] that he would follow up with the availability of the technicianThis follow up unfortunately did not occur until almost a month later and for that we do apologize However after corresponding with Mr [redacted] again off this complaint a service was set and completed on 3/at which point the technician added a tilt sensor and the customer signed a new Alarm Monitoring Agreement There is no further action that needs to be taken on this account

The customer was confirmed at $prior to the installation At the time of the install the customer acquired an Indoor Camera which increased the monthly rate After speaking with the customer within her day right we have decided to part ways The customer will be relieved of her contractual obligation with no further monies due The removal of the Alarm System has also been scheduled and customer is satisfied with resolution

After review of the account, Alliance Security has terminated the Alarm Services Mr& Mrs [redacted] have no further financial obligation towards the service and may consider the Agreement null and void If they have any further questions they may call us at [redacted] An email has been sent to the customer confirming the cancellation