Assurance Alarm

These are claimsNo one is telling customers these things occasionally we do take over accounts and use the customers equipment but generally the equipment is the customers once they have filled the contract termAll of our customers do a quality call to make sure they know the contract term price and that they are responsible to cancel any old alarm service they haveWe have received only one call stating that their old alarm company wanted their equipment backWe pride ourselves on giving our customers the best equipment on the market and the customers own the equipment after the contract term has been carried outIf these customers have been lied to not one has called in to our office to complain

If you read the contract carefully you will see you are liable for the contractYou were demanding money back that you never paid in your first responseYou were told on the service calls that we did that the only way for us to do your system would be to do an additional system for the garageWe were more than fair with sending a tech out to resolve this numerous times and were diligent about servicing your accountEach service call we paid for which you are actually liable forThe alarm never went off and called the police because of the issue either according to your account there was loss of supervision not police responseAs far as Assurance see this the account was terminated for non payment and has been sent to collectionsYes we will come and grab our equipment will have office schedule to come do so and at that time would like to pick up the current balance of

Initial Business Response / [redacted] (1000, 5, 2016/08/05) */ I have made arrangements with the customer to send $a month until paid in full Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) 8/5/Assurance Alarm manager said that they use the same collection agency that Protect America use and she will contact them and call me backAs of today X-XX-XXXX She has not called me backI called her and she said she contact Hillcrest Davidson (the collection company) and they have not gotten back to herBut she will send $to me by Wednesday 8/17/this is not going to slove the problemThe collection company want all the money and interest will be added to the amount and my credit is being ruined

We did not have the doorbell at that time the doorbell has just come outWe would be willing to give the doorbell cameras with the rest of everything that was discussed during the initial visit

I am rejecting this response because: Hi [redacted] , Thank you for the reply and taking time to assist me with this matter I immediately reached out to Assurance Alarm after receiving your email; that same afternoonI was told the same thing that Assurance Alarm has been telling me for the past monthsEach time I call to ask about our payment arrangement, they tell me that they’re working on it, but it will take some time since they have a backlog of other Customers they also had to payWhen I spoke to them on 11/09/16, they told me that a payment of $would be sent to me sometime the following weekI waited until the middle of the week and did not hear anything backI’ve repeated this same cycle several times in the past with no successNow they are not answering my calls or returning my messages as of this afternoonI only have ten days to reply and did not want to wait until that time expired (11/19/16), so I’m reaching out to you with my response I’m sure you already read the other complaints from Consumers who had similar issues with Assurance AlarmI read a few that were almost identical to mineAssurance Alarm is promising to pay off the balance of their Customer’s previous contracts, but not following throughInterestingly enough, the people in your complaints have also discussed similar payment arrangements being made for the same monthly amount of $200, but nowhere did I read where a Customer actually received a paymentMy concern is that they will continue to tell me they’re working on it and then avoid my calls no matter how much time I give themAny assistance you can provide would be greatly appreciatedMoreover, it’s concerning to see so many others experiencing the same problem and the appearance that Assurance Alarm is deceiving their Customers into signing contracts under pretenses Please let me know if there is anything else you need from me and I will be glad to provide anything that will helpYou can also reach me on my cell phone listed below Thank you, [redacted] *** [redacted] Circle Menifee, CA 9*** ###-###-####

Revdex.com: If the motion sensors are actually glass sensors, why would they install one in the garage where I have no windows?? Also, the representative that called me last week said that she would call me back the same day to schedule a technician for this weekStill no call backNot good customer service all the way around I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Now your story is changing again.you went from denying the agreement about the doorbell camera to not having it available at the time....im really just fed up with the lies, unprofessionalism, and horrible customer serviceIm still requesting to be out of this contract, return equipment to you and pay for the months of service owed to date Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/06/22) */ I have been in contact with the customerI had issued a check but customer stated she never received itUnfortunately she has not paid payments to the monitoring company and the account is now in charge-back statusI am working with the motioning company trying to see what can be done Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been an ongoing issue for months going on There was money taken out of my account for the first months, but due to issues with extra money taken out I felt forced to cancel that bank account to prevent further transactionsI have been told for months that I would receive a reimbursement but that hasn't happenI also asked if issuing a check was complicated then to do a direct deposite which also never happenedOn June 8th I called back to check on the status and I got the same answer " we are working on it" I asked for the specific date that the check was issued and I got no answerAs for the rest of the equipment I also get the same response "we are working on it" I don't believe it should take months for good customer serviceI am in fact month back tracked because I want this issue to be resolved before I continue with my business with this companyI am please with the equipment and like the monitoring service, but the lack of customer service or prompt resolution is unprofessional Final Consumer Response / [redacted] (4200, 15, 2016/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Only resolution I see now is dissolution of contract without further fee being charged Final Business Response / [redacted] (4000, 17, 2016/07/20) */ I will look into cancelling contract with no penalties

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10946094, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have record on my cell phone that there was a call placed on September 29, at 1:p.m(Pacific time) and the phone call lasted for a little over minutes Today I received a phone call from them stating that they will have someone come out to my home next week to replace the motion sensors This was the same spew of words I had received on September I have been paying my bill monthly and waiting patiently for them to resolve the issue At this point, I feel that they have not held up their part of the contract The lady stated that there was no evidence of motion sensors being installed I am currently at work but when I get home I will review the paperwork from when the alarms got installed Also, the motion sensors have been tested when technicians have came out to the house and the last technician that "worked" on them showed me that they were working Later when we tested them they were not working and that is why I had called on September I do not want a bunch of different people coming in my home to do "repairs" when it isn't working for the motion sensors My reasoning for having an alarm system in the first place is to keep strangers out of my home, not having to keep letting them in for repairs to the motion sensors I also understand that the sensors are only activated if the panel is set to the away mode We have tested it that way with Monitronics on the phone and they do not sense any movement because they are not working Regards, [redacted]

We love our customers and do our very best to make them happy!! Unfortunately with this account it was very difficult. We gave Mrs. [redacted] everything a competing company was offering but for 30 dollars cheaper. We did not have the technology for the doorbell cameras as it wasn't available to us at... the time of her installation. We made sure to get her installed even before we could finish the entire install because she didn't have internet but made sure to come and finish the cameras installation the day she had it installed. We believe the customer was mistaken us for the competing company when thinking of the doorbell since we could not offer it. We really wanted to work with customer on this but unfortunatly she quit paying her bill and would not answer or return phone calls. The best we can offer is a reinstatement of service with a different camera in place of the doorbell camera. We are so sorry she felt lied to we do our very best to hold ourselves to the highest integrity possible. We would be willing to offer 2 months of free service if she would be willing to come back and let us try to give her the service she needs.

Initial Business Response / [redacted] (1000, 10, 2016/05/17) */ I am in the process of processing the buy outSometimes it takes a little timeI cannot cancel the contract and pay the buy outIf I cancel the contract after I pay the buy out I would have to send the customer to collections for the balance of our contract Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) If need to pay out out companies then you need to disclose that before contracts are signedI was also promised a payout in February, it is now May and I have not received so much as a letter or phone call describing the reasoning behind why the pay out has not been deliveredThe only way to get a response from you is to go through the Revdex.comYour have conducted yourself in a very unprofessional manner and I will not except your offerI was promised a buy out for the amount of $in FebruaryI want out of my contract with you immediatelyAlso, the threat of sending me to collection is based on false/ altered premises and I consider that a passive [redacted] If you wish to settle this without further problems, start by ending my service and sending me some form of payment to recoup my losses Final Business Response / [redacted] (1000, 22, 2016/06/03) */ Sorry that response is from another case I am still working on trying to resolve this issue with the buy outSometimes it just takes time

[redacted] may contact me the owner directly at [redacted]

We are really sorry to hear this complaintAs our records show we have only received one call about the motions and a tech was sent out in August no other calls have come into our office regarding this accountWe have just recently changed our office number to ###-###-####We can come out
immediately to fix this system and get it working properlyThe motions only work when the system is on away mode they do not work if the system is on stay modeWe would also be willing to reimburse customer for months of monitoringIF we don't receive a call we will reach out to you to remedy this situation

Initial Business Response /* (1000, 8, 2016/05/10) */
The $is being sent out todayThe rep is responsible for the buy outHis name is *** *** and his number is XXX-XXX-XXXX

I understand if this statement was true but its notIn fact his customer hasn't paid his bill for a number of months and has been sent to collections because of non payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have attempted to contact owner twice using the number provided and I left a voicemailI have not recieved a call back
Sincerely,
*** ***

After looking further into this customer was given glass breaks and no motionsGlass break work different than motion sensorsThey do not work based on motion they work when glass is broken inside of the houseWe would like to get this resolved right away by adding a motion sensor in the houseSorry for the confusion if customer would like more info on how glass breaks work here is a link https://www.2gig.com/pdf/product-info/2GIG_GB1_345_ii_online.pdf

Complaint: ***
I am rejecting this response because: I attatched a conversation myself and mrward had in regards to the doorbell cameraI was never confused about what alarm company I was dealing withI was lied to and misledNo one ever contacted me in reguards to payment...I was always able and willing to pay monthly payment even though I wasnt happy with the unprofessional staff or service
Sincerely,
*** ***

I am rejecting this response because:
Hi [redacted],
Thank you for the reply and taking time to assist me...

with this matter.
I immediately reached out to Assurance Alarm after receiving your email; that same afternoon. I was told the same thing that Assurance Alarm has been telling me for the past 6 months. Each time I call to ask about our payment arrangement, they tell me that they’re working on it, but it will take some time since they have a backlog of other Customers they also had to pay. When I spoke to them on 11/09/16, they told me that a payment of $200 would be sent to me sometime the following week. I waited until the middle of the week and did not hear anything back. I’ve repeated this same cycle several times in the past with no success. Now they are not answering my calls or returning my messages as of this afternoon. I only have ten days to reply and did not want to wait until that time expired (11/19/16), so I’m reaching out to you with my response.
I’m sure you already read the other complaints from Consumers who had similar issues with Assurance Alarm. I read a few that were almost identical to mine. Assurance Alarm is promising to pay off the balance of their Customer’s previous contracts, but not following through. Interestingly enough, the people in your complaints have also discussed similar payment arrangements being made for the same monthly amount of $200, but nowhere did I read where a Customer actually received a payment. My concern is that they will continue to tell me they’re working on it and then avoid my calls no matter how much time I give them. Any assistance you can provide would be greatly appreciated. Moreover, it’s concerning to see so many others experiencing the same problem and the appearance that Assurance Alarm is deceiving their Customers into signing contracts under false pretenses.
Please let me know if there is anything else you need from me and I will be glad to provide anything that will help. You can also reach me on my cell phone listed below.
Thank you,
[redacted]
[redacted]9 [redacted] Circle
Menifee, CA 9[redacted]4
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