Alpha Alarm, LLC

I understand your concern, however, if you are calling a sales rep, and he is not answering his phone, please call the officeOur notes show you called, and we set up a service call on the phone the first time you called usWe have no way of knowing you are calling a sales rep whose phone is turned offHowever, we are open monday through saturday am - 9pm and gladly accept your calls make sure you have good service.Please let us know what we need to do to correct any issues with your alarm!

The customer received the check a few days after this complaint was rejectedFor some reason it took a while to get to the customerI have since spoken to the customer, and he advised me he did in fact receive the check, and was going to respond to the complaint as "satisfied"

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Mr [redacted] ,We apologize that we have not been able to resolve this complaint through phone calls, or emailsWe did not receive any notification that you were upset about the situationWe switched our central stations due to unsatisfactory service from our other central stationBefore your contract was owned by [redacted] , we transferred your service to a company called [redacted] ( [redacted] )We frown upon making our customers look at there contracts, as we always hope that our service rises above your expectations, and you would never have the needHowever, in some situations, it does help resolve concernsAccording to section labeled ASSIGNMENTthere is a clause that allows us to basically broker who we choose for your central station services to be withWe did this without prior notice, as it also states in your contract that we have no need/are not required to inform youPlease rest assured that [redacted] will do a better job than ***, and that if you do have any service issues, Alpha will still be the provider for your service here locally! Thank you ***

The customer has been let out of contractWe apologize for the ongoing situationIt has been resolvedWe did review the power of attorney through our lawyer, and we are able to authorize the release from the contract

We apologize for this situationWe doThis is a bad egg on our faceThe hardest part about it, is we should have tested the speed of the internet before we removed any of the customers equipmentThe majority of the time we are able to get speeds fast enough to get our equipment working We do not, however, warrant any previous equipment, and cannot replace it to its previous conditionThis is clearly written in the contractIf the customer would like another copy to read this, we can provideThe reason for this is it is physically impossible for us to replace it to its condition, as the previous system had codes undisclosed to us, by the previous alarm companyWe are qualified, but un-authorized, which is why we can not replace itWe can put it back on the wall with a couple of screws, but cannot do anything above that as we again, are not authorized to work on this equipmentHow would you like us to proceed? We technically, are both stuck

Complaint: [redacted] I am rejecting this response because: I do not have anywhere to transfer the serviceI moved into a friend's bedroom and she already has an alarm system on her homeThe point of the buyer taking over the contract was because we knew that we would not have anywhere to transfer the service toWhen we got the alarm system installed, I verified with our sales rep, Curtis, that the contract was transferable for this reason Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

As previously stated, and offered, and offer still stands, we'd be happy to install camera system, reimburse expenses on router (with receipt provided)Our system works just fine, and it works with 15-other residents on the same streetFor some reason customers internet does not work in his homeAnd the forethought to check customers internet was not taken as the other customers all had no issues with internetLet us know how we can resolve the issueThanks

We have contact numbers for [redacted] , and [redacted] I have tried to reach [redacted] to rectify the situation, however, I have been unable to reach himPlease have him contact me directly, [redacted] Troy

Mrand Mrs [redacted] , We apologize for this situationPlease allow us to come out and fix any issues you are currently havingIn order to protect both you and us, we record a phone survey on every customerThis survey in which you took seems to be very clear on every point in which your concern arisesPlease allow us to fix any issues you may have.Attached is the phone survey for your remembrance.Sincerely,Troy B***Alpha Alarm - Owner

Complaint: [redacted] I am rejecting this response because the business failed to address my concerns about ending the contract and dealing with the late fees accrued as a result of confusion surrounding contract transfer When I called Alpha Alarm to discuss our issues, they said they no longer hold our contract, and to deal with [redacted] directly- this contradicts the business response, so I seek clarification as to our status with Alpha.Since [redacted] took over our contract from [redacted] , I have had several billing problems: I have a Revdex.com complaint filed against [redacted] in Connecticut, which I will probably escalate to the State Attorney General based on their unsatisfactory responses and attitude Look at their Revdex.com ratings for examples of their poor standing among consumers; I would never have willingly gotten into business with them, and feel it is unfair that I am forced to deal with them now ***'s billing practices are unethical (days upon receipt of bill to pay it), error-ridden, and obscure I signed a contract with Alpha Alarm, and now I want to dissolve it, as well as with *** Please advise as to the fairest and most expedient way to do this Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I spoke to customer and offered, not only a better camera system which would eliminate any issues, and offered a refund on the router he purchasedHe himself, decided to take a reduction in the monthly payment which was also offeredIt appears that moments after that conversation, [redacted] filed the Revdex.com Complaint

Mr [redacted] ,Again we apologize for the inconvenienceReally nothing has changedThe monitoring still works the same way, the equipment still works the same way, the billing still works the same way, and if you have an issue, you would still be calling alpha alarmWe offer to reimburse late fees and finance fee'sif you ignored the invoices, the first invoice had a a letter stating the changes that would be occurring

Owner spoke to ***Company is in process of rectifying the situation immediatelyThis was an oversight on Alpha's part, and apologies have been extended to customerCustomer expressed his acceptance of the restitution being made in this unique situationCustomer will remain a client of Alpha Alarm, and moving forward all is taken care of

Dear Revdex.com,When our sales rep contacted Mrs [redacted] , we do a pre-install surveyThis survey is recorded to protect usIF customer requests a copy, i'd be glad to share itAlso, We will buy out the [redacted] contract and she can remain with AlphaIf she wants out of our contract she will be subject to pay her cancellation fee or go to courtI told her that us in the office couldn't have possibly known about her parents dementiaIf they truly do suffer from Dementia, we can void the contract if the daughter can show power of attorneyWhen we did the survey and the client passed the pre install survey we assumed it was a valid passI read her the questions we ask on the survey about us not being associated with any other companiesI told her that according to us, her parents were well aware that we were not affiliated with [redacted] .I told her that I cannot go off of "he said, she said" as far as what happened when [redacted] was in the houseAll I can go off of is the fact that they signed a contract and, more importantly, they passed pre install surveyAt this point [redacted] was not working with us, so I informed her he no longer worked for the companyIn the end, I made it very clear to her that we would be more than happy to buy her out of [redacted] and keep her as a customerI advised her that this is her best option since [redacted] is most likely not going to offer to buy out OUR contract.She said thank you and hung up on me and that's the last we've heard from her

***,We truly apologize for this oversiteI will have a tech sent to your home by the end of the week to install the camera for youYou will be contacted by the end of the day tomorrow to get this taken care ofOur apologies for the oversite on thisOur office was unaware, and our salesman did not inform us of the issuePlease rest assured it will be taken care of tomorrow!

Complaint: [redacted] I am rejecting this response because: Apparently our initial request is being ignored.We have asked for this contract to be terminated due to the lack of information withheld from this company (admitted by Troy himself)The upload speeds should have been brought to our attention prior to any discussions of installing this system in our homeAt least we would think the techs would have known this ??? It don't matter if they have a systems in this neighborhood that work, Ours Doesn't! Our internet is just fine and works great with everything else but the camera system due only to upload speeds! Which come to find out after the fact is what is needed to operate these camerasWe have already had several of their techs out here and do not want them on our property anymoreWe have not even asked for a full refund of this non-working system or for the router I purchased, because their tech said this was needed, only that they cancel out the remainder of this contract due to non-disclosed information (admittedly by Troy B [redacted] himself) Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] We are rejecting this response because:when you have a business, if you cannot take care of it, you assign someone else to take care of itSorry about the passing of MRC [redacted] 's father The service has been atrocious, we do not want to continue to use the services of Alpha AlarmWe are not restarting payment from our Credit Union Regards, [redacted] & [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Please accept our apology.Chris C***s father had heart attacks and passed away over a months periodDuring that time Chris was not answering his phoneWhen the customer finally called the office, we scheduled a service ticket, and it was a first time fix.Again our apologies, we were not
aware these calls were made over the period of time

We have called Mrs*** and we are releasing her from her contract without penaltyWe have let her know that we will be in touch with her to schedule a time to pull the system that we installed. We asked Mrs*** to contact the Revdex.com to confirm that we are resolving this issue