Initial Business Response / [redacted] (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 installationOn 10/24/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 $for the security system installationI see there are notes in our system where our accounting department had spoken with Mr [redacted] attempting to collect final paymentAt that time Mr [redacted] 's contention was the basement sensor was removed and therefore did not want to pay for the sensorThe accounting representative offer to remove the $cost of the sensor if he would pay the remainder balance, which after the credit of the motion sensor would be $ To date Mr [redacted] has still not paid the balance of his invoiceI am still willing to honor the $credit of the motion sensor but Mr [redacted] will need to pay the adjusted balance amount of $ Attached is the proposal reflecting the cost of sensor (highlighted is the two sensors totaling $150.00, which is $cost per sensor)the contract Mr [redacted] agreed reflecting a $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 / [redacted] (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 dollar credit for the sensorOnce the sensor was removed we have called at least -imes leaving voice mails for Frank, and numerous written messages left with Helen, for FrankWe have not once heard from anyone at American Security regarding a credit or for anythingIf this were the case I would have accepted the credit and paid my bill last OctoberI will accept the credit and pay the remainder but it is completely unprofessional and unethical to lieI expect my next bill to be an update invoice showing the updated balenceFor spending $+ for an alarm with American Security I would at least have expected a little customer service Final Business Response / [redacted] (4000, 13, 2015/11/20) */ I do not understand Mr***'s responseHe admits the company has offered to provide a $credit for the sensorBut continued to not pay the balance less the $credit His claim of leaving messages unanswered is extremely hard to believeMoreover, Mr [redacted] had traded numerous emails with MrB [redacted] prior to and during the installation of his systemHowever, Mr [redacted] never sent any emails to MrB [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 accurateIf 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 creditBut the American Security has continued to offer a credit even after Mr [redacted] has not paid his invoice from July 30, Attached is a copy of the invoice showing a credit for $Please have Mr [redacted] pay his balance
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 $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 weeks of me being unprotected During this time my 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 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 *** 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
Initial Business Response / [redacted] (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 installationOn 10/24/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 $for the security system installationI see there are notes in our system where our accounting department had spoken with Mr [redacted] attempting to collect final paymentAt that time Mr [redacted] 's contention was the basement sensor was removed and therefore did not want to pay for the sensorThe accounting representative offer to remove the $cost of the sensor if he would pay the remainder balance, which after the credit of the motion sensor would be $ To date Mr [redacted] has still not paid the balance of his invoiceI am still willing to honor the $credit of the motion sensor but Mr [redacted] will need to pay the adjusted balance amount of $ Attached is the proposal reflecting the cost of sensor (highlighted is the two sensors totaling $150.00, which is $cost per sensor)the contract Mr [redacted] agreed reflecting a $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 / [redacted] (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 dollar credit for the sensorOnce the sensor was removed we have called at least -imes leaving voice mails for Frank, and numerous written messages left with Helen, for FrankWe have not once heard from anyone at American Security regarding a credit or for anythingIf this were the case I would have accepted the credit and paid my bill last OctoberI will accept the credit and pay the remainder but it is completely unprofessional and unethical to lieI expect my next bill to be an update invoice showing the updated balenceFor spending $+ for an alarm with American Security I would at least have expected a little customer service Final Business Response / [redacted] (4000, 13, 2015/11/20) */ I do not understand Mr***'s responseHe admits the company has offered to provide a $credit for the sensorBut continued to not pay the balance less the $credit His claim of leaving messages unanswered is extremely hard to believeMoreover, Mr [redacted] had traded numerous emails with MrB [redacted] prior to and during the installation of his systemHowever, Mr [redacted] never sent any emails to MrB [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 accurateIf 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 creditBut the American Security has continued to offer a credit even after Mr [redacted] has not paid his invoice from July 30, Attached is a copy of the invoice showing a credit for $Please have Mr [redacted] pay his balance
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 $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 weeks of me being unprotected During this time my 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 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 *** 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