American Total Protection

I wanted to follow up regarding a dispute with [redacted] We have resolved the complaint directly with Lesley and relieved her of her contract and seized payment lettersATP was delayed in its response to Lesley because we had to substantiate her claimsAlthough we could not substantiate them (we could not have a dialogue with the previous sales person), we reached an amicable agreementsI believe Lesley is completely satisfied with the outcome Please let me know if there are further questionsHave a great day Regards, Lawrence *C [redacted] **

Per company policy, we do not issue refundsWe prepay for monitoring with our monitoring servicesWhen a customer pays us, we in turn pay the monitoring stationWe had already paid the monitoring stationAdditionally, Mr [redacted] never cancelled his alarm in writing in a timely fashion.Mr [redacted] requested to cancel his alarm “due to lack of use and cost savings”, which we have found out to be a untruthfulMr [redacted] switched to another alarm providerIf Mr [redacted] had been truthful from the beginning, perhaps we would have considered abandoning company policy and issue a partial refundDue to his dishonesty, I do not think it is appropriate to bend our policy.As for his claim that he never signed an agreement with our company, that is also falseAmerican Total Protection purchased the assets of America’s AlarmAmerica’s Alarm’s contracts were assignableMy company is America’s AlarmIt has been since (and he continue to pay us for over years)As a small business owner, I feel like we are being targeted for enforcing a legally binding contractMr [redacted] should be disgruntled with his current alarm provider for not explaining how to properly cancel, not the company that is enforcing an agreement that he willfully signed.Thank you for your time.Regards,Lawrence [redacted] **

I set up an appointment with a sales rep, Salem, NH for an alarm installation quote at my daughter's condominium He did not show up When my daughter called him he stated the owner must be there, her Dad must be there, the decision maker must be there and she must have a credit card(company policy) His tone was extremely rude, unprofessional and condescendingThis same attitude prevailed when I followed up with a call to himMy daughter owns the condo and is the person responsible for all decisionsThe company is focused only on pressuring a client to purchase on the spot to assure his commission

We Moved our small business back in December of and had a contract with this firm When our office called them to tell them that we were moving and planning to cancel our agreement that told us that we had to send them a request in writingWe sent a letter to them along with every company we did business withNo one else seemed to lose the letter we sent We were then told that we had a contract until that ran to Feb 4, and that we were legally bound to pay the balance of the contract We were perfectly fine with thatWe have since received our March credit card bill only to find out that they have billed us for another quarter as they had small print in their contract that allows them to auto renew the contract unless we cancel in writing We explained to them that we had followed their procedures and now they claim that they received the letterWhat adds insult to injury is that we even referred the new owner of our complex to them to have them sign up for monitoringLesson learned do everything with this company in writing certified mail return receiptRead the fine print with them and make sure you are not paying for anything you do not understand
Do not give them your business credit card or auto draft from your bank
Do not refer them to anyone at the risk of the person having a bad experience and it coming back to bite youSHAME ON YOU AMERICAN TOTAL PROTECTION!!!!

Recently had an alarm system installed in my home and heat detection system installed in my barn Excellent sales experience, installation, and follow-up ATP team is professional and courteous, timely and neat Beyond having the new systems installed, you would not know anyone had done work in either location Everything was put back perfectly and swept clean

I wanted to follow up regarding a dispute with *** * *** We have resolved the complaint directly with Lesley and relieved her of her contract and seized payment lettersATP was delayed in its response to Lesley because we had to substantiate her claimsAlthough we could not
substantiate them (we could not have a dialogue with the previous sales person), we reached an amicable agreementsI believe Lesley is completely satisfied with the outcome Please let me know if there are further questionsHave a great day Regards, Lawrence *C*** **

I wanted to follow up regarding a dispute with [redacted] We have resolved the complaint directly with Lesley and relieved her of her contract and seized payment letters. ATP was delayed in its response to Lesley because we had to substantiate her claims. Although we could not substantiate...

them (we could not have a dialogue with the previous sales person), we reached an amicable agreements. I believe Lesley is completely satisfied with the outcome.   Please let me know if there are further questions. Have a great day.   Regards, Lawrence *. C[redacted]

Per company policy, we do not issue refunds. We prepay for monitoring with our monitoring services. When a customer pays us, we in turn pay the monitoring station. We had already paid the monitoring station. Additionally, Mr. [redacted] never cancelled his alarm in writing in a timely fashion.Mr....

[redacted] requested to cancel his alarm “due to lack of use and cost savings”, which we have found out to be a untruthful. Mr. [redacted] switched to another alarm provider. If Mr. [redacted] had been truthful from the beginning, perhaps we would have considered abandoning company policy and issue a partial refund. Due to his dishonesty, I do not think it is appropriate to bend our policy.As for his claim that he never signed an agreement with our company, that is also false. American Total Protection purchased the assets of America’s Alarm. America’s Alarm’s contracts were assignable. My company is America’s Alarm. It has been since 2011 (and he continue to pay us for over 4 years). As a small business owner, I feel like we are being targeted for enforcing a legally binding contract. Mr. [redacted] should be disgruntled with his current alarm provider for not explaining how to properly cancel, not the company that is enforcing an agreement that he willfully signed.Thank you for your time.Regards,Lawrence [redacted]

It is my understanding that if you prepay for something and don't use it, you will be refunded for it.  I prepay my insurance every year too and if I decide to switch providers at anytime for ANY reason, they will refund it.  The reason I said I was leaving, was to avoid any confrontation, as I had been a loyal customer for a long time.  I'm not sure why that would effect why you offer a refund?  Can ATP go back to their monitoring station and get a refund for canceling my policy?  Do they have a contact? Can I see a signed copy of my contract where it says I won't be refunded for prepaying?   Also, I paid an additional amount every month to have my system tested nightly, when I switched over to new company and he disconnected ATP, I should have been notified the next day that there was an issue with my alarm connection.  I think I waited 4 days and never received a call.

Per company policy, we do not issue refunds. We prepay for monitoring with our monitoring services. When a customer pays us, we in turn pay the monitoring station. We had already paid the monitoring station. Additionally, Mr. [redacted] never cancelled his alarm in writing in a timely...

fashion.Mr. [redacted] requested to cancel his alarm “due to lack of use and cost savings”, which we have found out to be a untruthful. Mr. [redacted] switched to another alarm provider. If Mr. [redacted] had been truthful from the beginning, perhaps we would have considered abandoning company policy and issue a partial refund. Due to his dishonesty, I do not think it is appropriate to bend our policy.As for his claim that he never signed an agreement with our company, that is also false. American Total Protection purchased the assets of America’s Alarm. America’s Alarm’s contracts were assignable. My company is America’s Alarm. It has been since 2011 (and he continue to pay us for over 4 years). As a small business owner, I feel like we are being targeted for enforcing a legally binding contract. Mr. [redacted] should be disgruntled with his current alarm provider for not explaining how to properly cancel, not the company that is enforcing an agreement that he willfully signed.Thank you for your time.Regards,Lawrence [redacted]

I've had two great experiences with ATP alarms. In the past, my family has used some of the larger-named competitors. While our service worked, we never felt really listened to when there was a problem-- we felt like just another number.
That all changed once we switched to ATP. They came over for an estimate, and we were very impressed with the friendliness of their staff, and the pressure-free consultation. In the end, we decided to switch to ATP, and we have been more than pleased with our choice. They provided us with a state of the art system, and we feel more secured than ever. We know our alarm guy by name, and they are quick and courteous if anything goes wrong.
Highly recommended if you want a more personal touch with your important security decisions.

Recently had an alarm system installed in my home and heat detection system installed in my barn. Excellent sales experience, installation, and follow-up. ATP team is professional and courteous, timely and neat. Beyond having the new systems installed, you would not know anyone had done work in either location. Everything was put back perfectly and swept clean.

I set up an appointment with a sales rep, Salem, NH for an alarm installation quote at my daughter's condominium. He did not show up. When my daughter called him he stated the owner must be there, her Dad must be there, the decision maker must be there and she must have a credit card. (company policy). His tone was extremely rude, unprofessional and condescending. This same attitude prevailed when I followed up with a call to him. My daughter owns the condo and is the person responsible for all decisions.
The company is focused only on pressuring a client to purchase on the spot to assure his commission.

Review: I have cancelled my account with Reliable several times already. Once over phone in mid November 2012, once via email on December 10th, 2012, and another with [redacted] in Early spring 2013.I find the companies practices unfair and misleading. I have had an alarm in my house that has been disabled for over 9 months. All the while, being charged for services and being sent continual invoices, even after being acknowledged of cancellation. Upon my last conversation over the phone with [redacted], I let him know that my alarm was disabled, I had sent an email cancelling services and confirmed that my email was received and account was cancelled, only to be told 3 months after that I could not cancel my account. In December I had paid 3 months for services that were not used, just to cancel my account. And as of today I am still receiving invoices, and feel I am being pushed to stay with a company, which is unfair. Not only has the alarm services been less than stellar when I was using the alarm in months prior, but my attempts to get the system fixed were pushed under the rug. After getting to my breaking point with Reliable and cancelling services, my alarm was de-activated, so one would thing that would be it with Reliable. To my dismay I still received letters of missed invoices, late charges, and more aggravation with Reliable. I do not feel that I should be forced to stay with a company when every attempt has been made to just part ways. This is absolutely ridiculous and absurd. Even after talking to [redacted] who I believe to be in charge, (knew how upset I was with Reliable, I explained that I cancelled services and that my alarm was deactivated) claimed that it was my fault that the alarm didnt work and needed to be fixed, never made any effort to try and fix any of my equipment.I am now told that I signed a contract, which upon review of said agreement was the installation of equipment agreement that I signed. Never was I told this was a contract for 5 years, never was I told that I would be harassed by a company if I was not satisfied with their services and was to cancel, and additionally the type is so small unless you examine the paper you do not see its a contract. I believe the state requirement is 12 point font on any contract, which this is clearly not. I do not feel that this is honest business practice. I am completely fed up with this company. I want nothing to do with Reliable and want ALL invoices removed from my account and my account to finally be cancelled like it should have been in 2012. My next step further will be to go to the attorney general and Revdex.com, if this goes any further. Hopefully, we can avoid that by actually cancelling my account like it should have been in 2012, as I have given them every opportunity to fix, correct any issues and they havent, as well as given them notice WELL in advance of cancellation.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my account cancelled as well as all invoices after 2012 voided as my system has not worked since fall of 2012.

Business

Response:

Business Response /* (1000, 5, 2013/06/26) */

Contact Name and Title: [redacted]-Office Mgr

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@atpalarms.com

To Whom It May Concern:

I am writing in response to Mrs. [redacted]'s complaint of unfair business practices.

I certainly appreciate Mrs. [redacted]'s frustration, but I disagree that our practices are unfair or misleading. On September 11, 2010, Mrs. [redacted] signed an agreement for monitoring services for five years. The term of the agreement is clearly defined in subsection four, which is on the front of the contract and labeled in capital letters. Both a copy of the agreement and the balance of the agreement were provided to Mrs. [redacted] via mail in a letter dated March 6, 2013. Because of this agreement, Mrs. [redacted] will continue to get invoices until the balance of her obligation is satisfied or until a mutually satisfactory agreement is made.

With the exception of completed work orders in 2010, we have no record of complaints from Mrs. [redacted]'s that her system was not working. In August 2012, our customer service department attempted to notify Mrs. [redacted] that her system was not sending in its scheduled daily test which could have been as a result of the system being disconnected or phone lines having been changed or removed, but we have no notes that she responded to those notifications. If she did, I apologize sincerely that her issue was not immediately resolved. After receipt of Mrs. [redacted]'s June 3, 2013, letter expressing her frustration, we called Mrs. [redacted] and offered her six months free monitoring and a free service call to correct her problems. Mrs. [redacted] did not find this proposal to be suitable.

Because we pride ourselves on our customer satisfaction, in addition to the above referenced proposal we would be willing to close Mrs. [redacted]'s account with a final payment of $250.00 provided she allows us to remove all equipment that was installed in her home. If that is acceptable, Mrs. [redacted] can contact our office to schedule the removal. If neither proposal is acceptable, the balance of the agreement in the amount of $764.12 will remain due.

I hope that one of these options will be a satisfactory resolution for Mrs. [redacted].

Consumer Response /* (3000, 7, 2013/06/28) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I am confused as to what the $250.00 would be paying. (is this for the cancellation of the account or for part of some bill for services not rendered)

Additionally, the equipment was bought outright. I spent over $1000.00 and paid [redacted] in CASH at installation.

Please clarify because if the company plans on taking the equipment out (which I do not care) then I want to be reimbursed for them taking out the equipment I paid for outright.

Business Response /* (4000, 9, 2013/07/01) */

The $250.00 plus the value of the used equipment would be used to offset the value of the remainder of the monitoring contract. If the equipment is removed, there would be no additional reimbursement.