Alpha Alarm, LLC

This customer had some home remodeling doneIn the process, some of the window sensors were cutThe $service call was a trip fee to come out to the homeThe bill for the other sensors were put in writing, and authorized by the customerWe are happy to remove the $bill, but we would need
to remove the sensors that were installed in the customers homeWe sincerely apologize for the confusion on thisWe try to get everything in writing to protect the consumerWe have no notes or indication on the recorded phone survey indicating our technician promised them a bill of only $Attached is the originally request from Monitronics to Alpha Alarmrequesting service which is where the $trip fee comes into playThe other form attached is the document with customer signature indicating $230's worth of charges and a box checkmarked "fully billable"

[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 ***, and find that this resolution is satisfactory to meDear Revdex.com:Alpha Alarm has requested that I write a letter to you informing you that this company has made a decision to release me from the contract with themI am very grateful for this decision they have also scheduled a time with me for one of their technicians to pick up their equipmentThank you for your attention to this matter Sincerely, *** ***

We reached out to *** today, our conversation was pleasant and briefWe are reimbursing some months of service that have been double billedWe apologize for the oversite on this

My policy included indoor cameraHas been months and still do not have camera installedOwner of company also agreed outdoor cameras which also have not been installed

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [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 have found Alpha Alarm (Carl & Mary) difficult to deal with and unwilling to correct their mistake (admitted in latest email, due to not checking internet connection prior to uninstalling our home equipment and installing theirs). This to me is considered advertisement, and now they want to take no responsibility cause it was in the contract. I'm not sure what part they don't understand, the equipment should have never been installed as they did not appropriately check to see if system would work. So the contract wording on equipment would not pertain since the equipment never worked since day one. I think it is there responsibility to get our alarm back in working condition, as it was when they arrived. I understand that they are saying they don't have the original equipment, I then believe it is their responsibility to replace with compatible equipment (main keypad, bedroom keypad and system board rewiring) and provide a tech to get system back in working condition

Our contract has an assignability clause, which allows our contracts to be sold if need beThis account was sold, and once purchased by new company, our company has no ability to reach out to the customer as they are no longer a customer of Alpha AlarmAs we assign our contracts to other companies
they are given a phone number in which they can schedule service with us, but it cannot be done directlyMr*** went through proper channels and this morning we serviced his alarmAs far as the owner not responding to Mr***, the contract prevents us from corresponding, again as he is not our customer

Complaint: ***
I am rejecting this response because: The system never worked from day one, the company was well aware of our internet speed prior to installing system and they continued to do so. This is considered advertisement in my mind, as there is nothing on the contract that states there must be a certain speed to use equipment. After installing equipment, placing several call and having two techs out and then later stating that equipment will not work, due to the need of high internet service is bad business practice. As I've been told by Mary not Carl, that they do not take equipment why would I be filing complaint if I had the equipment and only want our system back to it's original state. This makes not sense. Not only did they leave wires hanging out of walls, they also left a large hold in the wood of our garage from the removal of their equipment. So it's not just about the equipment but not returning the proper to that original state it was in. It doesn't matter how old our system is, it was in working condition with the exception of no monitoring and cameras, so we were basically looking at an upgrade not a replacement. They did not have to do anything to system, other than install cameras and replace keypad with wireless one so I'm not clear why they are stating that it was an older system makes no sense. Again, I'm asking that our system be returned to its original states, replacement of keypad, inside sensor and hole repaired in garage from installation of camera that was then removed
Regards,
*** *** [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]

When we scheduled the install the *** expressed their dissatisfaction with the sale and our reps They requested that we leave, and as it is disclosed in her complaint we did leave and did not install any new equipment They are under NO contract or obligation to Alpha Alarm at this
time We had a sales training meeting regarding sales techniques and addressed transparency We regret that the *** were unhappy and we work hard to make sure our customers are happy

Complaint: ***
I am rejecting this response because: HAD A CONVERSATION WITH OWNER ON 11/05/HE DID REASSURE THAT ALPHA ALARM WOULD HOLD UP THERE END OF THE BARGAINHE SAID THEY WOULD REIMBURSED THE BUY OUT OF MY CONTRACT WITH ADTHE ADVISED MY THAT A CHECK WOULD BE CUT FOR THE AMOUNT OF $AND MAILED OUT THE NEXT DAYAS OF TODAY NO CHECK 11/11/
Regards,
*** *** [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 if he complaint will be closed Administratively Resolved]

We apologize we are not in agreement on thisThe hard part is, in providing top customer service, the customer is Always rightTo dispute anything is considered to labeled as having terrible customer serviceOur facts, without emotion are as follows:1. The tech sheet has not been altered. It never said $ The customer always gets a copy, they haven't provided a customer copy to support their claim 2. Monitronics tracks times onsite and offsite, DTS determines whether or not the time onsite is justified. DTS gives the approval to pay the bill. Moni paid it. This supports what we have contended all along 3. We went out in Dec 2015. The customer called in and stated that their windows weren't working. THAT was the $service. At that time they didn't disclose that they had remodeled and the window contractor damaged the wiring 4. The ticket was updated upon disclosure of the remodel and a return trip was granted, that is when the billable amount was changed to fully billable. I attached the copy of the updated ticket that was on the dashboard in January We don't owe them anything. They should go after the window contractor. Maybe they have and didn't get anywhere that's why they are giving us a hard time four months later

Complaint: ***
I am rejecting this response because: I spoke to my realtor who spoke to the new owner's realtorThe new owner's realtor let us know that the new owner would have gone with Alpha Alarms had the second appointment not been missedHe said that he fears Alpha Alarms is unreliable and how is he to trust them with the monitoring of his property
Regards,
*** *** [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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me EXCEPT THAT THEY ONLY INSTALLED TWO SENSORS I am enclosing photos of the two windows with the new sensors (white) and the other two that have the old (black) sensors which belonged to us They can come and take the new sensors out and see for themselves that there were only two installed AND I ASK THAT THEY CONTACT MONITRONICS IMMEDIATELY TO LET THEM KNOW TO WITHDRAW OUR BILL BECAUSE THEY ARE CALLING US REPEATEDLY TO COLLECT THIS MONEY And JUST FOR THE RECORD, if you look carefully, the word "fully" on the bottom right corner of the page that my husband sign has been ALTERED and it used to say $ The "Service Job Summary" is something that we have never seen and could have been typed at any time but even this one says the Customer Billable Amount is $ It also says that my mother (*** ***) requested the job and she never had anything to do with it And also, for the record, the technician only spent approximately minutes installing the two sensors and we were charged for 2-1/hours The rest of the time he was reprogramming the wall box which he said he was doing only because it was “never done right in the first place.Regards, *** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: One, part of his response is false. Troy B[redacted] never offered to reimburse us for the router! The rest of his response was already addressed and like I said was not a solution. Our original agreement was for the doorbell camera and the inside camera which served our purpose for getting this system in the first place. The outdoor cameras do not serve the same purpose as the doorbell and inside cameras obviously or this would not be an issue! The last conversation Troy and I had was in regards to our only options, he gave us which were to get the outside cameras which I declined for specific reasons or to uninstall the nonworking cameras and lower the bill. At this time feeling like we had no other options, we opted to lower the bill Only because we have already been paying for a non working system for several months. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If 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 15-20 other residents on the same street. For some reason customers internet does not work in his home. And the forethought to check customers internet was not taken as the other customers all had no issues with internet. Let us know how we can resolve the issue. Thanks

We have 2 contact numbers for [redacted], and [redacted]. I have tried to reach [redacted] to rectify the situation, however, I have been unable to reach him. Please have him contact me directly, [redacted]Troy

called Alpha about a broken alarm system, repeated power loss and low battery in control panel. was told there were no available technicians to service my account. left my number with receptionist and asked the owner, troy, to call me. troy never returned any calls. the following monday(5.22), which I had been informed there was no available tech, we had one of their employees at our office promptly at 9am; which was poor timing as we had clients in our office. the tech explained a problem to us, charged us for a service call, and left after he said the issue was remedied. as of 5.23.17 we have a non functional alarm that we were assured had been repaired.we would like the contract that runs through May of 2018 dissolved due to extremely poor customer service, and improper installation and repair of the alarm unit.

The customer has been let out of contract. We apologize for the ongoing situation. It has been resolved. We did review the power of attorney through our lawyer, and we are able to authorize the release from the contract.

[redacted],We truly apologize for this oversite. I will have a tech sent to your home by the end of the week to install the camera for you. You will be contacted by the end of the day tomorrow to get this taken care of. Our apologies for the oversite on this. Our office was unaware, and our salesman did...

not inform us of the issue. Please 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 home. At least we would think the techs would have known this ??? It don't matter if they have a 100 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 cameras. We have already had several of their techs out here and do not want them on our property anymore. We 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 response. If the consumer does not provide a reason the complaint will be closed Answered]