Assurance Alarm

Initial Business Response /* (1000, 5, 2016/08/05) */
I have made arrangements with the customer to send $200.00 a month until paid in full.
Initial Consumer Rebuttal /* (2000, 10, 2016/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
8/5/16 Assurance Alarm...

manager said that they use the same collection agency that Protect America use and she will contact them and call me back. As of today X-XX-XXXX She has not called me back. I called her and she said she contact Hillcrest Davidson (the collection company) and they have not gotten back to her. But she will send $200. to me by Wednesday 8/17/2016. this is not going to slove the problem. The collection company want all the money and interest will be added to the amount and my credit is being ruined

I am rejecting this response because:
I have not paid thank God because your system does not work and you never...

made it operational.
There is the separate issue with my supposed liability under the monitoring agreement but my defense is you have never delivered a working system despite 5 service calls. I would be happy if Assurance came and got their gear and I never saw them again. There are MONI dealers in my own City who can sell me a system and have it monitored and do not have to service my account from Bakersfield. Why MONI serviced this account from 200 miles away is a mystery.
Also there is no excuse for ignoring the service requests. That is poor customer service, something many have complained about on the Web.

Initial Business Response /* (1000, 10, 2016/05/17) */
I am in the process of processing the buy out. Sometimes it takes a little time. I cannot cancel the contract and pay the buy out. If 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 /* (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 signed. I 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 delivered. The only way to get a response from you is to go through the Revdex.com. Your have conducted yourself in a very unprofessional manner and I will not except your offer. I was promised a buy out for the amount of $614.85 in February. I want out of my contract with you immediately. Also, 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 /* (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 out. Sometimes it just takes time.

If you read the contract carefully you will see you are liable for the contract. You were demanding money back that you never paid in your first response. You were told on the 5 service calls that we did that the only way for us to do your system would be to do an additional system for the garage. We were more than fair with sending a tech out to resolve this numerous times and were diligent about servicing your account. Each service call we paid for which you are actually liable for. The alarm never went off and called the police because of the issue either according to your account there was loss of supervision not police response. As far as Assurance see this the account was terminated for non payment and has been sent to collections. Yes 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 1359.66.

Never received the complaint can you please reopen it and send to us please?

I am currently trying to arrange to pay off previous company, however, it will have to be in payments of $200.00 per month until paid in full.

Initial Business Response /* (1000, 5, 2016/06/22) */
I have been in contact with the customer. I had issued a check but customer stated she never received it. Unfortunately she has not paid payments to the monitoring company and the account is now in
charge-back status. I am working with the...

motioning company trying to see what can be done.
Initial Consumer Rebuttal /* (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 3 months going on 4. There was money taken out of my account for the first 3 months, but due to issues with extra money taken out I felt forced to cancel that bank account to prevent further transactions. I have been told for 3 months that I would receive a reimbursement but that hasn't happen. I also asked if issuing a check was complicated then to do a direct deposite which also never happened. On 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 answer. As for the rest of the equipment I also get the same response "we are working on it" I don't believe it should take 3 months for good customer service. I am in fact 1 month back tracked because I want this issue to be resolved before I continue with my business with this company. I am please with the equipment and like the monitoring service, but the lack of customer service or prompt resolution is unprofessional.
Final Consumer Response /* (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 /* (4000, 17, 2016/07/20) */
I will look into cancelling contract with no penalties.

Assurance upgraded Mrs [redacted] system in the beginning since the system she had there was not working. Company tried to get Mrs [redacted] out of the contract with the other alarm company but was unsuccessful. After being unsuccessful assurance has since let Mrs [redacted] out of her contract with Assurance...

and has ceased billing Mrs [redacted]. Assurance has made attempts to schedule us to come pull our equipment out of customers home. We will make that attempt today as well.

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.

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

We will refund all the extra money that was taken out and customer can contact me directly [redacted] we would like a chance to make this up to her!!

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 service. Im still requesting to be out of this contract, return equipment to you and pay for the months of service owed to date. 
Sincerely,
[redacted]

These are false claims. No 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 term. All 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 have. We have received only one call stating that their old alarm company wanted their equipment back. We 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 out. If these customers have been lied to not one has called in to our office to complain.

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 week. Still no call back. Not 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]

This issue has been resolved.  We have agreed to lower the monthly monitoring rate to $49.99 and she will be allowed to keep all of the equipment.If you need anything further please let me know.

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

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, 2015 at 1:12 p.m. (Pacific time) and the phone call lasted for a little over 2 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 29.  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 29.  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]