Atrex Security Systems, Inc.

Review: I had service with [redacted] which had previously been installed in the house that my husband purchased. Atrex Security Systems Inc. took over [redacted] and promised me that the services would remain the same even though they had taken over the business and all of their accounts. They are now claiming that there was a 5 year contract obligating me to monthly service with them until January of 2018, however, I was never visited by a sales person or representative and the only person that I spoke to in person was their technician who told me that I was "simply signing a receipt showing that they had come to the house to check on the system and do any necessary repairs". I was also never given a copy of this said contract at the time they claimed I signed up. The only paperwork that I was given that day from the technician was a receipt for the repair he had worked on that day and nothing more. The company ended up having a completely different policy and service standards than [redacted] had. For one, I was told that any time a zone went down in our house and they had to send out someone to look at it, it would cost $125 per visit. [redacted] never charged to repair their own equipment and so it was obvious that Atrex was not offering the "same service and standards" as they had claimed. A technician came out and I was charged, however the repair was not completed properly and later the same day, the zones he was supposed to fix went down again. When I called to tell them this I was told I would be charged again an additional $125 for them to come out a second time even though the repair was never completed as it was supposed to be originally. After arguing with their [redacted], she finally agreed to waive the "one time courtesy visit" repair. A few days later, the same zones were down yet again and by this time we were fed up with the service of this new company. We then decided to go with a new company who took over the system and the new company contacted Atrex for us in January of 2015 to tell them we were converting over. Weeks later, [redacted] called me complaining that I was "under contract until January of 2018" (which was the first I was hearing about having a contract with them) and I "had two choices: either pay the full amount of the service for each month until January 2018 or switch the alarm back into Atrex's control or else." I feel that Atrex was in violation of their service to me being that one, I was never informed that I was under contract through January 2018 nor was I provided with a copy of said contract at the time it was signed and two, because they failed to provide the same service or charges as [redacted] who they had taken over for and promised to maintain the same service, standards and fees.Desired Settlement: I would like Atrex to void this contract that they failed to explain and provide me a copy with at the time I was asked to sign with as required by law, especially being that I was misinformed that the paperwork was "simply a receipt of the work provided for that day". And I would like them to remove the charges from January 2015 on, being that we have not had their service from that month on and therefore should not be held responsible for them. I have been threatened by [redacted] at Atrex that if I didn't "pay the invoice from January 2015 through now or reinstate the service with their company" that my account would "be placed into collections next week" (quoted from voice message on 5/*/15.

Consumer

Response:

At this time, I have not been contacted by Atrex Security Systems, Inc. regarding complaint ID [redacted]Sincerely,[redacted]