Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
With a lightning strike, that "fried" the motherboard", wouldn't everything on the system have to be replaced ? The phone company was doing work in the box, noticed that the wiring to the alarm system had several burn places all over itThat should have been replaced too. Besides that, we were told that the trip to replace the motherboard, the keypad was also replacedNot trueSo that is why we had you replace itWe also paid for the replacement battery, over the phone with the debit cardWe have the bank statement to prove that our account was charged. Every time we contact you we are told something different. Dishonesty seems to be a customer service requirement for employees. Even in your response, there is lots of "untrue" factsShame on you
Regards,
*** ***
First I would like to apologize that you feel that way about our companyWe strive to give our customers the best service at a reasonable costAfter reviewing your account here the information that I foundOn 6/20/you had a lighting strike at your house which damage the alarm panelWe
offered you discounted pricing on the new equipment if you sign a new contractThe new contract was for the monthly monitoring of the alarm system not for free maintenanceWe do offer a residential maintenance agreement for $a month plus a trip fee to cover everything on your system in addition to the monthly monitoringWe have never offered any programs that offers unlimited free service calls including unlimited parts at no chargeI apologize if my service technician confused you about the different options we offerWe replaced the defective equipment and tested the system, everything was functional including the batteryWe did not sell you a new battery because at that time it tested goodOn 7/1/a year after we replaced the alarm panel, the battery starting going badSince you did not what to pay for a service call we were glad to ship the battery to you and assist you on the replacement procedureOn 10/02/you thought you should have had a new keypad installed when the panel was replacedWhen we replaced your panel the price did not include a new keypadOn 10/2/one year and four months after we replaced the panel we installed a new keypadWhen you received the bill you were upset that we charged you and told us you were not going to pay the billSince you have been a customer for awhile we credited the invoice in good faithMy service manager reviewed your account with our monitoring center and your alarm system was communicating with the center until we cancelled your account per your requestThe monitoring center received weekly check ins from the alarm panel and motion alarms during the month of DecemberThe newer panels have a alarm reduction built in so if you turn the alarm within seconds, a cancel code will be sent to our monitoring center and they will not respond
No, when a lighting strike damages an alarm system, we replace the defective parts. We would not replace the whole system if the only damaged part is the motherboard. If a part shows no sign of damage and it operates within the manufactures specification why would we replace it? That would be selling the customer parts they do not need. Referring to the phone box outside, we do not visually inspect all of the cables in the house. If we test the phone line going to the security system and they are operational we would not go out to the phone box and check connections. I was not at the house during the conversion about the keypad so I can only say that you where not charged for it when we changed the motherboard. We did charge you for the keypad when we installed it a year after repairing the motherboard, then credited it back because of good faith as I stated in my last response. I do not understand the statement about the battery because you did pay for it and will billed you for the battery plus shipping. I am sorry that you feel that my company is dishonest and I wish you would have given me a call so I could have cleared up this misunderstanding.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
With a lightning strike, that "fried" the motherboard", wouldn't everything on the system have to be replaced ? The phone company was doing work in the box, noticed that the wiring to the alarm system had several burn places all over itThat should have been replaced too. Besides that, we were told that the trip to replace the motherboard, the keypad was also replacedNot trueSo that is why we had you replace itWe also paid for the replacement battery, over the phone with the debit cardWe have the bank statement to prove that our account was charged. Every time we contact you we are told something different. Dishonesty seems to be a customer service requirement for employees. Even in your response, there is lots of "untrue" factsShame on you
Regards,
*** ***
First I would like to apologize that you feel that way about our companyWe strive to give our customers the best service at a reasonable costAfter reviewing your account here the information that I foundOn 6/20/you had a lighting strike at your house which damage the alarm panelWe
offered you discounted pricing on the new equipment if you sign a new contractThe new contract was for the monthly monitoring of the alarm system not for free maintenanceWe do offer a residential maintenance agreement for $a month plus a trip fee to cover everything on your system in addition to the monthly monitoringWe have never offered any programs that offers unlimited free service calls including unlimited parts at no chargeI apologize if my service technician confused you about the different options we offerWe replaced the defective equipment and tested the system, everything was functional including the batteryWe did not sell you a new battery because at that time it tested goodOn 7/1/a year after we replaced the alarm panel, the battery starting going badSince you did not what to pay for a service call we were glad to ship the battery to you and assist you on the replacement procedureOn 10/02/you thought you should have had a new keypad installed when the panel was replacedWhen we replaced your panel the price did not include a new keypadOn 10/2/one year and four months after we replaced the panel we installed a new keypadWhen you received the bill you were upset that we charged you and told us you were not going to pay the billSince you have been a customer for awhile we credited the invoice in good faithMy service manager reviewed your account with our monitoring center and your alarm system was communicating with the center until we cancelled your account per your requestThe monitoring center received weekly check ins from the alarm panel and motion alarms during the month of DecemberThe newer panels have a alarm reduction built in so if you turn the alarm within seconds, a cancel code will be sent to our monitoring center and they will not respond
No, when a lighting strike damages an alarm system, we replace the defective parts. We would not replace the whole system if the only damaged part is the motherboard. If a part shows no sign of damage and it operates within the manufactures specification why would we replace it? That would be selling the customer parts they do not need. Referring to the phone box outside, we do not visually inspect all of the cables in the house. If we test the phone line going to the security system and they are operational we would not go out to the phone box and check connections. I was not at the house during the conversion about the keypad so I can only say that you where not charged for it when we changed the motherboard. We did charge you for the keypad when we installed it a year after repairing the motherboard, then credited it back because of good faith as I stated in my last response. I do not understand the statement about the battery because you did pay for it and will billed you for the battery plus shipping. I am sorry that you feel that my company is dishonest and I wish you would have given me a call so I could have cleared up this misunderstanding.