Alpha Alarm, LLC

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 purchased. He himself, decided to take a reduction in the monthly payment which was also offered. It appears that moments after that conversation, [redacted] filed the...

Revdex.com Complaint.

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.  [redacted]'s billing practices are unethical (3 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 [redacted].  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 response. If the consumer does not provide a reason the complaint will be closed Answered]

[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]

Complaint: [redacted]
I am rejecting this response because: you have not addressed the issue that you are charging us for four sensors and labor time for four sensors.  If you are claiming that it takes 3-1/2 hours to put four sensors on windows, then it would take half that time to do two of them.  We would at the very least like the bill cut in half because we have proved that you only placed two sensors.  Otherwise, we would like a meeting with you and the employee that came out here and put in the sensors.   
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]

We apologize for this situation. We do. This is a bad egg on our face. The hardest part about it, is we should have tested the speed of the internet before we removed any of the customers equipment. The 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 condition. This is clearly written in the contract. If the customer would like another copy to read this, we can provide. The 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 company. We are qualified, but un-authorized, which is why we can not replace it. We 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 equipment. How 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 service. I moved into a friend's bedroom and she already has an alarm system on her home. The point of the buyer taking over the contract was because we knew that we would not have anywhere to transfer the service to. When 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 response. If the consumer does not provide a reason the complaint will be closed Answered]

I understand your concern, however, if you are calling a sales rep, and he is not answering his phone, please call the office. Our notes show you called, and we set up a service call on the phone the first time you called us. We have no way of knowing you are calling a sales rep whose phone is turned off. However, we are open monday through saturday 9 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!

In attempts to transfer the service the customer you wanted us to transfer it to would not allow us to provide him service. We attempted multiple times including different promotions for our mistake. Would you reach out to him again and ask him to reach out to us?

Dear Revdex.com,When our sales rep contacted Mrs. [redacted], we do a pre-install survey. This survey is recorded to protect us. IF customer requests a copy, i'd be glad to share it. Also, We will buy out the [redacted] contract and she can remain with Alpha. If she wants out of our contract she will be...

subject to pay her cancellation fee or go to court. I told her that us in the office couldn't have possibly known about her parents dementia. If they truly do suffer from Dementia, we can void the contract if the daughter can show power of attorney. When we did the survey and the client passed the pre install survey we assumed it was a valid pass. I read her the questions we ask on the survey about us not being associated with any other companies. I 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 house. All I can go off of is the fact that they signed a contract and, more importantly, they passed pre install survey. At this point [redacted] was not working with us, so I informed her he no longer worked for the company. In 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 customer. I 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.

I spoke with the customer. We are provider her with requested documents. She has said her concerns will be resolved upon receipt of those documents. She indicated that upon receipt of the documents, she would be 100% satisfied with the resolution. We hope this will be resolved as soon as possible.

Customer signed up for monitoring services on October 10, 2016. The initial agreement was for $54.99 a month for 3 years. This contract has a 3 day right of rescission. We installed a new alarm (to replace her old alarm) plus a two cameras at the home on October 18, 2016. Customer had an existing...

20-30 year old DSC alarm system which we left with the customer according to our company protocol.  After the installation of our system customer complained about lag with the cameras. We performed a service call on October 21, 2016 to address these issues. We determined that the customers internet speed needed to be faster to resolve the lagging issues. We contacted the customer and informed them that they needed to call their internet provider to get faster internet. The customer refused to do so because they did not want to spend more for internet service. We decided to let the customer out of their contract at this point because if they weren't going to get faster internet the cameras would continue to lag which would make the features that the customers wanted to get out of the cameras useless. We then pulled our system on November 2, 2016. Customer claims that we took their old alarm system which would be of no use to us since it is so old and outdated and it is against our company protocol to remove existing alarm equipment from a customer's home.

The customer received the check a few days after this complaint was rejected. For some reason it took a while to get to the customer. I 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".

Mr. [redacted],Again we apologize for the inconvenience. Really nothing has changed. The 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 alarm. We offer to reimburse late fees and finance fee's. if you ignored the invoices, the first invoice had a a letter stating the changes that would be occurring.

Mr. [redacted],We apologize that we have not been able to resolve this complaint through phone calls, or emails. We did not receive any notification that you were upset about the situation. We switched our central stations due to unsatisfactory service from our other central station. Before your...

contract was owned by [redacted], we transferred your service to a company called [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 need. However, in some situations, it does help resolve concerns. According to section 17. labeled ASSIGNMENT. there is a clause that allows us to basically broker who we choose for your central station services to be with. We did this without prior notice, as it also states in your contract that we have no need/are not required to inform you. Please rest assured that [redacted] will do a better job than [redacted], and that if you do have any service issues, Alpha will still be the provider for your service here locally! Thank you [redacted]

Mr. and Mrs. [redacted], We apologize for this situation. Please allow us to come out and fix any issues you are currently having. In order to protect both you and us, we record a phone survey on every customer. This survey in which you took seems to be very clear on every point in which your...

concern arises. Please allow us to fix any issues you may have.Attached is the phone survey for your remembrance.Sincerely,Troy B[redacted]Alpha Alarm - Owner

As one of the owners of this operations I am very careful to make sure I am very clear with when I take over other companies systems.  On March 21st 2017 We knocked on her door and let her know that we were stopping by about her alarm. We informed Mrs. [redacted] that we were with a local...

company and that we could save her money on her bill every month. At the time we approached Mrs. [redacted] she was paying in excess of $60 a month for her service. We also informed her that we could add a few sensors at no cost. Her husband was not home at the time so we called him and talked to him about how we were local and we could get him a better rate.   We initially lowered the rate to $55 a month. a few days later the customer wanted to add a camera, so we increased the rate to $62 a month and added the camera for free.  On May 1st the customer let our office know that [redacted] called her to try to get her back as a customer. They offered her $30 a month to come back to their company. She told the office that I had lied to her and told her that we were taking over [redacted]. I then called Mrs. [redacted] to ask her if I had indeed told that we were taking over [redacted]. She said "no". She said that she wanted to cancel. I let her know that she had a 3 day right to cancel and at this point it had been over a month so that wouldn't be possible. I offered her 2 free months. She said that would be acceptable and that she would stay with us as a customer.  We know from that past that [redacted] coaches their customers in these situations to contact the Revdex.com and the AG and complain about the company and the sales rep. [redacted] also leads their customers by asking them questions like, "Now the rep that came to your house said that their company was taking over [redacted], right?" This obviously isn't true given the fact that we do a QA with the customers before installation. Moni also does a QA with them. It's recorded.  Carl B[redacted]Alpha Alarm###-###-####

We would love to transfer the contract, and yes, our rep missed the appointment. To our credit, the buyer was notified the first day that we had a scheduling issue. The customer then asked for a Sunday appointment. We are closed Sundays. As a result the rep who it was assigned to, forgot to go. That...

is correct, we did miss the second appointment. We contacted the customer multiple times, apologized for the missed sunday appointment, customer would not forgive us for the missed sunday appointment, even when offered free service for multiple months.

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 it. Sorry about the passing of MR. C[redacted]'s father.  The service has been atrocious, we do not want to continue to use the services of Alpha Alarm. We 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 response. If the consumer does not provide a reason the complaint will be closed Answered]

[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]

Owner spoke to [redacted]. Company is in process of rectifying the situation immediately. This was an oversight on Alpha's part, and apologies have been extended to customer. Customer expressed his acceptance of the restitution being made in this unique situation. Customer will remain a client of Alpha...

Alarm, and moving forward all is taken care of.