Initial Business Response /* (1000, 8, 2015/07/13) */
Ms*** *** alarm system hardware is out of warranty and there would be charges for service work that was requested
However, Ms*** feels there was not good communications on making her aware of these chargesSo we have issued a
full credit for the service call she requestedAny future service calls will be billable at companies standard rates
Initial Consumer Rebuttal /* (3000, 15, 2015/08/04) */
I am satisfied with the company's response and their willingness to waive the fee they originally charged meThank you!
Final Consumer Response /* (2000, 16, 2015/08/04) */
I am rejecting this response because:American Security repeatedly ignored my requests for help over a period of months. They would not follow up on promises to return my calls or put me in touch with tech support. By the time American Security offered to send a technician it was after months of Mis-information being provided and clunky attempts at providing incorrect tech advice via the phone. In addition the difficulty with my internet connection turned out to be the fact that I changed my wifi Network name. I had to figure this out on my own because they told me it was because I disconnected the router they provided - which turned out to be false. Then they did me the favor of charging me $100 to send a technician out to update the system with my current password because their system is so hokey you can't even update your home network info without paying them. Worst of all by the time they figured out my system was down it was nearly 3 weeks of me being unprotected. During this time my 86 year old mother was also at risk because we have life alert for her through American. If she would have fallen or needed medical attention, she would have been without it, because this company only checks the system once per month according to one of their customer service reps. They sign you up for 5 years and then charge you for everything - lousy service, lousy tech support, lousy everything. Just ridiculous the way I was treated. I am currently in the process of asking them to release me from the rest of contract services so I can move on to [redacted] or some other reputable service with ample service. American doesn't tell you they only have ONE call center with a handful of techs. Don't believe their BS - they have zero loyalty to paying customers. They misrepresented the functionality of the cameras then they don't even send someone to help remove them from your home. I built a brand new home and they installed cameras with special hardware and refused to come take them down.
(See file for original document.)We are sorry that Mr. [redacted] was not satisfied with the way his cameras were set up. However, we have offered several solutions for this problem. We have sent instructions for changing the camera settings on his mobile app and have offered to send a team member to...
change the camera settings for him. Mr. [redacted] refused, and stated he found a different camera online and now wanted those. After [redacted] refused both of these options, we agreed to release him from the remaining period of his contract along with his $863.41 balance, as long as the remaining months of this year was paid. We also discounting the remaining months of this year to $32.64. [redacted] agreed and paid the discounted amount, and the camera services were terminated (offer letter attached). In accordance with the terms of the agreement American Security was not able to provide a refund for the cameras that he purchased the year prior (agreement is attached).On June 21, 2017, American Security noticed a trouble with [redacted]’s internet connection to his security alarm panel. Our service department contacted him to notify of this trouble. [redacted] stated he had unplugged the security system’s internet connection when changing out his internet network hardware. [redacted] said he would try to reconnect the internet cable to his new hardware. Several days later [redacted] called into the service department to set up an in-house service appointment. At which time he paid the service fee and booked the appointment. On June 30, 2016, a technician was dispatched to [redacted]’s home. Upon arrival, he found the security panel internet connection was not plugged into the [redacted]’s new network hardware. The technician plugged in the cable and verified connectivity (service ticket attached). In accordance with the terms of the agreement American Security provides warranty on the system due ordinary wear and tear only. Any alteration made to the system are not covered under warranty (agreement is attached).To date Mr. [redacted] has accepted all offers and paid related invoices. Please let me know if you have any further questions.
Initial Business Response /* (1000, 5, 2015/10/19) */
I have had an opportunity to review the [redacted] file and see that Mr. [redacted] requested his basement motion sensor be removed from the security system after installation. On 10/24/2014 a service man was dispatched to the [redacted]'s and...
preformed this disconnection and removal of the sensor.
Since that time Mr. [redacted] has had an unpaid paid final invoice totaling $300.00 for the security system installation. I see there are notes in our system where our accounting department had spoken with Mr. [redacted] attempting to collect final payment. At that time Mr. [redacted]'s contention was the basement sensor was removed and therefore did not want to pay for the sensor. The accounting representative offer to remove the $75.00 cost of the sensor if he would pay the remainder balance, which after the credit of the motion sensor would be $225.00.
To date Mr. [redacted] has still not paid the balance of his invoice. I am still willing to honor the $75.00 credit of the motion sensor but Mr. [redacted] will need to pay the adjusted balance amount of $225.00.
Attached is the proposal reflecting the cost of sensor (highlighted is the two sensors totaling $150.00, which is $75.00 cost per sensor)the contract Mr. [redacted] agreed reflecting a $300.00 final installment and the unpaid invoice.
Please let me know if you have any questions, or need any additional information.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is correct to the point that they offered a 75 dollar credit for the sensor. Once the sensor was removed we have called at least 10 -15 imes leaving voice mails for Frank, and numerous written messages left with Helen, for Frank. We have not once heard from anyone at American Security regarding a credit or for anything. If this were the case I would have accepted the credit and paid my bill last October. I will accept the credit and pay the remainder but it is completely unprofessional and unethical to lie. I expect my next bill to be an update invoice showing the updated balence. For spending $3000 + for an alarm with American Security I would at least have expected a little customer service.
Final Business Response /* (4000, 13, 2015/11/20) */
I do not understand Mr. [redacted]'s response. He admits the company has offered to provide a $75.00 credit for the sensor. But continued to not pay the balance less the $75.00 credit.
His claim of leaving messages unanswered is extremely hard to believe. Moreover, Mr. [redacted] had traded numerous emails with Mr. B[redacted] prior to and during the installation of his system. However, Mr. [redacted] never sent any emails to Mr. B[redacted] outlining a concerns with the motion sensor credit, or no one returning his call.
Mr. [redacted]'s statement of the company preforming in an unprofessional, unethical manor is in accurate. If this were the case an unprofessional company could have declined his request for the sensor to be removed after it was installed and not honored any credit. But the American Security has continued to offer a credit even after Mr. [redacted] has not paid his invoice from July 30, 2014.
Attached is a copy of the invoice showing a credit for $75.00. Please have Mr. [redacted] pay his balance.
Initial Business Response /* (1000, 8, 2015/07/13) */
Ms*** *** alarm system hardware is out of warranty and there would be charges for service work that was requested
However, Ms*** feels there was not good communications on making her aware of these chargesSo we have issued a
full credit for the service call she requestedAny future service calls will be billable at companies standard rates
Initial Consumer Rebuttal /* (3000, 15, 2015/08/04) */
I am satisfied with the company's response and their willingness to waive the fee they originally charged meThank you!
Final Consumer Response /* (2000, 16, 2015/08/04) */
I am rejecting this response because:American Security repeatedly ignored my requests for help over a period of months. They would not follow up on promises to return my calls or put me in touch with tech support. By the time American Security offered to send a technician it was after months of Mis-information being provided and clunky attempts at providing incorrect tech advice via the phone. In addition the difficulty with my internet connection turned out to be the fact that I changed my wifi Network name. I had to figure this out on my own because they told me it was because I disconnected the router they provided - which turned out to be false. Then they did me the favor of charging me $100 to send a technician out to update the system with my current password because their system is so hokey you can't even update your home network info without paying them. Worst of all by the time they figured out my system was down it was nearly 3 weeks of me being unprotected. During this time my 86 year old mother was also at risk because we have life alert for her through American. If she would have fallen or needed medical attention, she would have been without it, because this company only checks the system once per month according to one of their customer service reps. They sign you up for 5 years and then charge you for everything - lousy service, lousy tech support, lousy everything. Just ridiculous the way I was treated. I am currently in the process of asking them to release me from the rest of contract services so I can move on to [redacted] or some other reputable service with ample service. American doesn't tell you they only have ONE call center with a handful of techs. Don't believe their BS - they have zero loyalty to paying customers. They misrepresented the functionality of the cameras then they don't even send someone to help remove them from your home. I built a brand new home and they installed cameras with special hardware and refused to come take them down.
(See file for original document.)We are sorry that Mr. [redacted] was not satisfied with the way his cameras were set up. However, we have offered several solutions for this problem. We have sent instructions for changing the camera settings on his mobile app and have offered to send a team member to...
change the camera settings for him. Mr. [redacted] refused, and stated he found a different camera online and now wanted those. After [redacted] refused both of these options, we agreed to release him from the remaining period of his contract along with his $863.41 balance, as long as the remaining months of this year was paid. We also discounting the remaining months of this year to $32.64. [redacted] agreed and paid the discounted amount, and the camera services were terminated (offer letter attached). In accordance with the terms of the agreement American Security was not able to provide a refund for the cameras that he purchased the year prior (agreement is attached).On June 21, 2017, American Security noticed a trouble with [redacted]’s internet connection to his security alarm panel. Our service department contacted him to notify of this trouble. [redacted] stated he had unplugged the security system’s internet connection when changing out his internet network hardware. [redacted] said he would try to reconnect the internet cable to his new hardware. Several days later [redacted] called into the service department to set up an in-house service appointment. At which time he paid the service fee and booked the appointment. On June 30, 2016, a technician was dispatched to [redacted]’s home. Upon arrival, he found the security panel internet connection was not plugged into the [redacted]’s new network hardware. The technician plugged in the cable and verified connectivity (service ticket attached). In accordance with the terms of the agreement American Security provides warranty on the system due ordinary wear and tear only. Any alteration made to the system are not covered under warranty (agreement is attached).To date Mr. [redacted] has accepted all offers and paid related invoices. Please let me know if you have any further questions.
Initial Business Response /* (1000, 5, 2015/10/19) */
I have had an opportunity to review the [redacted] file and see that Mr. [redacted] requested his basement motion sensor be removed from the security system after installation. On 10/24/2014 a service man was dispatched to the [redacted]'s and...
preformed this disconnection and removal of the sensor.
Since that time Mr. [redacted] has had an unpaid paid final invoice totaling $300.00 for the security system installation. I see there are notes in our system where our accounting department had spoken with Mr. [redacted] attempting to collect final payment. At that time Mr. [redacted]'s contention was the basement sensor was removed and therefore did not want to pay for the sensor. The accounting representative offer to remove the $75.00 cost of the sensor if he would pay the remainder balance, which after the credit of the motion sensor would be $225.00.
To date Mr. [redacted] has still not paid the balance of his invoice. I am still willing to honor the $75.00 credit of the motion sensor but Mr. [redacted] will need to pay the adjusted balance amount of $225.00.
Attached is the proposal reflecting the cost of sensor (highlighted is the two sensors totaling $150.00, which is $75.00 cost per sensor)the contract Mr. [redacted] agreed reflecting a $300.00 final installment and the unpaid invoice.
Please let me know if you have any questions, or need any additional information.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is correct to the point that they offered a 75 dollar credit for the sensor. Once the sensor was removed we have called at least 10 -15 imes leaving voice mails for Frank, and numerous written messages left with Helen, for Frank. We have not once heard from anyone at American Security regarding a credit or for anything. If this were the case I would have accepted the credit and paid my bill last October. I will accept the credit and pay the remainder but it is completely unprofessional and unethical to lie. I expect my next bill to be an update invoice showing the updated balence. For spending $3000 + for an alarm with American Security I would at least have expected a little customer service.
Final Business Response /* (4000, 13, 2015/11/20) */
I do not understand Mr. [redacted]'s response. He admits the company has offered to provide a $75.00 credit for the sensor. But continued to not pay the balance less the $75.00 credit.
His claim of leaving messages unanswered is extremely hard to believe. Moreover, Mr. [redacted] had traded numerous emails with Mr. B[redacted] prior to and during the installation of his system. However, Mr. [redacted] never sent any emails to Mr. B[redacted] outlining a concerns with the motion sensor credit, or no one returning his call.
Mr. [redacted]'s statement of the company preforming in an unprofessional, unethical manor is in accurate. If this were the case an unprofessional company could have declined his request for the sensor to be removed after it was installed and not honored any credit. But the American Security has continued to offer a credit even after Mr. [redacted] has not paid his invoice from July 30, 2014.
Attached is a copy of the invoice showing a credit for $75.00. Please have Mr. [redacted] pay his balance.