Altronics Security Systems, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The business maintains unfair practices of Altronics:I dispute the amount of charges The consumer should be fully informed of the charges and how they are determinedThis provides the opportunity to object to the chargesTheir bills should reflect details and they do notTo expect a consumer to remember or to find a list of charges, when a sales person initially signed for installation five years prior, 2009, is not a fair practiceThe records the company provides do not indicate the necessary details for proper review and auditing.Best regards,*** ** ***

*** ***, My complaint involves the following unfair practices of Altronics:I dispute the chargesThe consumer should be fully informed of the charges and how they are determinedThis provides the opportunity to object to the chargesTo expect a consumer to remember or to find a list of charges, when a sales person initially signed for installation five years prior, 2009, is not a fair practiceThe records the company provides do not provide the necessary details for proper review and auditing.Best regards,

From: Bob H[redacted] <[redacted]@altronics.com>Date: Fri, Feb 20, 2015 at 12:05 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>Cc: Jean K[redacted] <[redacted]@altronics.com>Dear [redacted]: I apologize for the late response but the weather is having all kinds of negative ramifications to normal business days. This is especially true of a facility that operates 24/7 365 days a year. No breaks; keep pushing! Anyway [redacted] rebuttal is not at all a satisfactory rebuttal. She just not does want to pay for a service call she ordered. NO one in this day and age gives free service and she knows that she is out of the first year warranty period. Her statement about not being told how much something should cost is being asked too late. Period! She had a problem; requested service; accepted the repair; signed for the repair service; enjoys her security system! I don’t think it is free to go and see her if she is a medical doctor, so why should my service be FREE. Is she does not pay her bill then I will go to collection. Again thanks for weighing in on this one. Best,Bob H[redacted], GM

Bob H[redacted] <[redacted]@altronics.com>2:11 PM (27 minutes ago)to me, Jean Dear [redacted]: I had previously...

responded to this complaint using the online response tab found on the left column of the complaint page. Apparently you did not get it so I will re-submit directly to you. My customer asked for a service call to investigate  and repair a faulty piece of electronic equipment called a door/window sensor. The unit was bad and was replaced at a significant discounted service price of $35 versus the $90 retail price of the unit. Furthermore the technician only charged her for the quarter hour it actually took to inspect/replace/test the unit in the system. The service manager only charged her a single local trip charge instead of a mileage charge for out of town location. The customer has been a customer for many years and was provided a uniform service and warranty sheet from Altronics when she went online with us. She knows that nothing is free and that there would be some charge for the services and equipment provided. If she had asked for an estimate she could have had one and no one made her sign the completion form/ticket. She saved significant money on the part; on the trip charge; and on the labor, so please do not find against Altronics and I expect her to pay her bill. It is more than fair! Thank you for looking into this matter on our behalf,Bob H[redacted], GM

Review: I paid $200.00 towards my 2012-2013 service monitoring contract in December of 2012 and asked that the service be checked for connection as it did not work at the current time. I had to send multiple letters and finally received a letter and spoke to Altronics Security Systems, Inc. general manager [redacted] in February which resulted in a service call on February 18th. At that time the system was not communicating with the monitoring location and I was informed that [redacted] would follow up with me. It has been three months and I have tired letters and phone calls to him which have been unreturned to date. In May I requested the $200.00 be returned for lack of service and the contract be terminated.

[redacted] has yet to follow through on any request for service resolution or a refund of the contract deposit.Desired Settlement: I want a full and complete refund with interest and the contract terminated with a written letter.

Business

Response:

Dear Sir:

Thank you for forwarding [redacted]’s complaint letter to me for my position on his matter. We have attempted to make his system work since he changed phone company providers and the last time that he spoke to me directly he agreed to let us send out a technician to attempt to make his communicator contact Altronics’s service department for programming and online assistance. When our technician arrived he was unable to enter the control panel’s access code and allow us to work on the communicator. Our technician tried every id code known to our service manager and technician all to no avail. The technician was recalled to the office. It is apparent to us that someone either the customer or another security firm entered the panel and altered the program by installing a different dealer access code. I attempted to get a “back door” engineering fix for this problem. These kinds of request can take time and I did not have an answer for [redacted] and have not initiated contact with him. He has since iniated this course of action.

I believe that Altronics made every effort to provide service to a contracted client, [redacted], and that his control panel was tampered with by someone other than Altronics. I cannot do anything more for him and his situation. He wants to leave. So, he can notify me in writing in accordance with his contract that he wishes to disconnect. Since Altronics did nothing to change phone providers on a working and communicating system and since Altronics did not tamper with any panel encoding, I will decide whether or not to pursue contractual obligation at that time. He is not entitled to a $200.00 refund and will not be receiving one from Altronics.

Thank you for your time and efforts on everyone’s behalf.

Sincerely,

ALTRONICS SECURITY SYSTEMS

[redacted] GM

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: altronics is the only company to have worked on the system. I made the system available for their service tech as was informed the GM would follow up with me in a timely fashion. I have not heard a thing and have a system which is not working. They have not delivered on the contract terms. They are unresponsive and difficult to deal with. The owner is unavailable and no one within the organization will go around the GM to solve the issue. Totally unacceptable!

Regards,