Ambusch Securities Ltd

Initial Business Response /* (1000, 5, 2016/05/06) */
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
All of the Customer's alarms have been responded to in a timely matter well within the industry standardsThey are electronically documented within the ULC Monitoring guidelinesWhat the Customer is complaining about is only her opinionWhat the Customer is demanding is nothing at all what we have promised or documentedSome alarm signals do not require a passwordA tamper is at the discretion of the operator as it is not an actual burglar alarm signalThe Customer is looping all signals into the same group and simply does not understand some thingsAll explanations have been given to the Customer, but she just refuses to agree with themHer requests & expectations have not been documented on a signed agreement we have together
The Customer claims Management does not respond to phone callsWe have six documented phone calls and messages with the CustomerThere are also hundred's, if not thousands (too many to count), of documented signals and phone calls to the Customer attended to by the Monitoring Station
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
The Customer claims we have poor quality equipmentThe Customer owns the equipmentAmbusch is servicing that equipment
If our service has been so bad for two years, then why would the Customer enter into a month contractual agreement with Ambusch Security months ago?
The Customer has failed to mention a service call we did for them in August when she changed phone providers and the new phone provider service tech made a mistake with his wiring and messed up the alarm system communicationAmbusch came in and fixed the phone company's problemWe didn't get a thank-you, *** *** *** *** *** *** *** *** *** *** Again, this service call was not even our issue, we just came in to fix someone else's mistake
The Customer has requested a refund which has been deniedIf the Customer wishes to change the parameters of her payment cycle, Ambusch will agree to change it to a month by month contractOur month by month fee is $per month + GST with no contractual obligationsIf the customer wishes to enter into that program, we will agree to thatThe Customer has used months to date and we require days notice to cancel (total months used), done in writing to *** Please refer to account number ***Total amount the Customer has paid to date of $+ GST will be credited back
If you do the above math, the customer would actually owe more moneyIn an effort to resolve this situation and an act of good faith, we would agree to the monies already paid and cancel the entire contract immediately
Initial Consumer Rebuttal /* (2000, 7, 2016/05/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For a start, we feel that the comment - There are also hundred's, if not thousands (too many to count), of documented signals and phone calls to the Customer attended to by the Monitoring Station - is a great exaggeration by DarcyWe wouldn't have thousands of phone calls to the monitoring stationThat would equate to one a day for the past yearsI don't think that's even remotely close to the truthThe faulty equipment was installed when we moved into our new house months ago - we had previously been with Ambusch for years with NO issues, hence why we installed them in our new houseIf we had the issues we have had over the past years for the first 5, they would not have got the contract - which was by the way paid for in total up front as this was what we were told we had to doSo, Darcy's attempt to double dip on our contract speaks volumes as we have no payment cycle, and trying to get us to change to a monthly payment for a "service" we have already paid upfront for should be illegal! The faulty equipment was THEIR equipment installed by THEIR technician, on my front door - not because of us switching from *** to ***This is the alarm that triggered at 3:AM and I called the monitoring station minutes after it went off as they NEVER CALLED us! The Ambusch technician made no mention of any issues from *** - or I would have had *** come and correct their mistake*** *** *** *** *** *** *** *** *** *** *** *** I was told that EVERY call would warrant them asking for my password - that is why we have a password set upThere have been occasions where our password was not requested - which means I could have been anyone answering my phone*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** In an effort to resolve this situation and thereby stopping all communication with Darcy going forward, we will accept his refund and call this closed