ARM Alarm

Salesman came to door to upgrade current alarm system and replaced equipment and us sign a new contract while still have contract with another companyMy Husband and I are 85 yrs old and were unaware that this was a different company and that we would have 2 contracts with 2 different companies. We were led to believe this was an upgrade This occurred on 6/15/15 By Arm Alarm. Our old contract is with Monitronics and we still have 2 1/2 years on our contract with them and did not understand what that were doing and that we would be stuck in 2 contracts. Our daughters handle most of our bills and this was not discovered until they came over and saw our bills and that we had 2 bank drafts for security systems from separate places.. We were told the upgrade would not cost anything and have been charged $150.99 and now are paying $52.99/mth to Monotronics and $51.99/mth through by myalarmcenter-who draft for arm alarm. My husband is very hard of hearing and I feel we were misled and taken advantage of. They knew we were under another contract and I feel what they did was elder abuse.Desired SettlementWe want to be let out of this contract with no further drafts from our account. These alarm companies send salesmen out to homes of the elderly who are easily confused and unaware of what they are committing to. They should not be able to sell you any security systems when you are under contract with another company. Business Response /[redacted]/To Whom It May Concern:We appreciate the opportunity to address any questions or concerns our customers may have with regards to our service, products, or sales practices. We are confident the Revdex.com will see that we have made every reasonable effort to protect consumers from the unethical and deceptive business practices that companies often employ and that our objective is to create the best customer experience available in our industry.With regards to the referenced situation, we contacted Mr. [redacted] and he informed us that his daughter, who was not present at the time of transaction, was the individual that actually filed this issue with the Revdex.com. We had no previous communication that any issues existed. At Mr. [redacted]' request, we directed our communication to his daughter to review the documented facts of the transaction.In an effort to avoid situations like this, prior to an installation being performed, our customer service department will conduct a Pre-Installation Survey with the customer to verify that they are competent to enter into the transaction and understand the terms of the agreement. In the event the customer has an existing service and is switching from another service provider, we verify that the customer understands that we are a different company with no existing relationship to their current company and that is is their responsibility to contact their previous service provider to discontinue their service. We record these calls for quality assurance and for dispute resolution.As part of our review with the [redacted]' daughter, we reviewed this call along with the additional agreement forms that were filled out and signed by the customer regarding their decision to change companies. (Copy of Document attached) It is evident that at the time of the transaction both Mr. and Mrs. [redacted] understood that they were changing companies, that they were capable of entering into the new agreement, and that they understood and agreed to the new terms of their relationship with ARM.All that being said, this isn't the first time a customer has chosen to enter into a new agreement before the term of their previous agreement has expired. While we don't anticipate this happening and try to avoid this situation to the best of our ability, we do rely heavily on the customer having a solid understanding of their relationship with their current service providers. As an independent company, we don't have knowledge or access to the current standings of the agreements of our competitors. It is often the tactic of our competitors to lead their cancelling customer to believe that they can't change companies or that they were somehow mislead. We see this most frequently with older customers.We are currently working with the [redacted] to get to a resolution that works for all parties involved. We are committing to providing the best possible customer experience in our industry. We do not employ deceptive sales practices or unethical retention tactics and we everything we can as a company to maintain that level of integrity from the top down.Sincerely,ARM Alarm, LLC

A representative came to my home telling me my security company had been bought out by another company and that upgrades due to my system had not bee company. He stated his company had been contracted to do the upgrades. I questioned several things during the process which were answered logically so went ahead with the "upgrade." On Tuesday, June 29th a call from the buyout company made me realize I had been lied to and misled and had unknowingly entered into a 2nd contract with 2 yrs remaining on the old one. In conversation with the old and the new companies I tried to resolve this but the new company would not release the contract since the 3 day period had passed. Finally with support from the old company, I told the new company I wanted either to be released from their contract or for them to buyout the old contract. The new company is supposed to call me on Wed. July 1 with their decision. This is a very underhanded and shoddy way to do business and I really do not want to be associated with them. I want the contract to be released but I don't think that's going to happen. As a senior citizen on a fixed income I really cannot afford the extra expense of the new activation fee he said was required.I would greatly appreciate your investigation of this matter and any help you could give. [redacted]Desired SettlementRelease from the contract.Final Consumer Response /[redacted]/I spoke with Mr. [redacted] on June 30th and they are going to buyout the old contract. So I will consider this case resolved at this time. Please so note this and notify the company. [redacted]