To Whom It May Concern: This letter is in response to a complaint filed by [redacted] against our company, Interface Security Systems [redacted] has been a customer of Interface since 7/16/and we most certainly appreciate his patronage! We were very sorry to hear of his request to cancel services with us, and were surprised because we hadn’t received word that he was unhappy and choosing to change companies Interface would have loved the opportunity to work with [redacted] to see what could have been done to retain his business Given his loyalty and long term relationship with our company, we would have definitely been able to offer him competitive rates to stay The agreement that [redacted] signed in was with Terry’s Alarm company, who joined forces with Interface several years ago The term of this agreement was for year and would renew annually without notice unless either party gave a day cancellation notice in writing As we did not receive a cancellation notice, we continued to monitor [redacted] ’s home until he switched companies The penalty for breaking this renewal term would typically be the remaining balance of the agreement, which is the amount of the final bill he recently received We did take his complaint to management, however, and they have agreed to waive the remainder of the agreement on file for [redacted] , as he has clearly been a long term and loyal customer He can disregard the bill he received Thanks in advance for your cooperation in this matterSincerely, Cornelius S [redacted] Customer Service Specialist Interface Security Systems ###-###-####
I’ve made contact with DrHo-Hoon Lee with Ebone Nails We have credited off the service invoice he was not agreeing to pay, and the customer is satisfiedWhen will our account reflect these changes? Thanks in advance, Lisa B [redacted] Customer Service SupervisorInterface Security SystemsCorporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com
To Whom It May Concern: [redacted] has been a loyal customer of Interface Security for many years and we sincerely appreciate her patronage We are very sorry to hear of her request to cancel, and the issues she had in reaching us We can't imagine what would have happened the day she called to be placed on hold for over an hour and a half! There must have been some sort of phone line interruption as those wait times are unheard of; regardless we are sorry for her wait! [redacted] 's system was affected by a change with AT&T's cell phone tower upgrade This was a nationwide change that you may have heard of- 3G was being upgraded to 4G As such, alarm customers for all companies across the USA were affected and needed a part upgrade to continue to work on the new towers Understandably, this was not an Interface caused issue and would not be covered by our company completely We have however, created a program to upgrade our loyal customers at a lower than full price rate We gave these offers to [redacted] but in the end she decided to cancel the service While we hate to see her go, we do understand her reasoning and we will be closing the customer's account at a zero balance She will not have to pay the typical day notice to cancel as a thank you for her patronage over the years.Thanks in advance, [redacted] Customer Service Supervisor
In September this year, I called Interface and asked Mr. [redacted] to go to [redacted], located at [redacted], New Orleans, LA 70125, for a new contract. [redacted] told me that I would get a check of $100 after [redacted] signs the contract. [redacted] signed for two...
accounts: one for its main store and the other for its wig store. [redacted] paid $700 for the system installation at the end of September and pays $80 a month. A month after the installation, I called [redacted] and asked him what happened. He said that I would get the check in October. But I have not received any check. Thus I sent an email to Interface, asking them not to promise anything if they do not want to keep it or to fulfill the promise once it is made. Interface ignored this email and thus I sent another in early November, but it has been also ignored.
The following is my response for Nancy [redacted]:Ms. [redacted] has been a long term customer for many years and we sincerely appreciate her patronage. As she explains, she came to Interface via the company she originally contracted with for service, Main Electronics, and we’ve been monitoring her...
home for over 10 years. Alarm systems like Ms. [redacted]’s system communicate with a Secure Operations Center via telco phone lines, internet or cellular back up. Ms. [redacted]’s system communicates exclusively over telco phone lines, meaning if something happens to her phone line, her system will not send signals. This is definitely something that Main Electronics should have explained to the customer upon signing, and we are sincerely sorry that this was not made more apparent to her at that time. The agreement on file does state, however, that the customer is responsible for maintaining the form of communication that the system uses, and not the alarm company as it does with all security protection agreements for all alarm companies, not just Interface. Therefore, it would be Ms. [redacted]’s responsibility to test the system and to check those connections periodically. We first heard from Ms. [redacted] in January 2016 when she called the Customer Care department after the situation she described with her family and not being called on an alarm. She spoke to one of our reps who issued a free service call at the time to check things out. This call would have covered the trip and one hour of labor, and anything else would be billable, and the ticket states this was explained to the customer. When the tech arrived he found that the phone line had been disconnected from the panel, he reconnected it, tested it and had the customer sign the ticket. The reason for the disconnection is not known, but again, making sure that everything is plugged in is the responsibility of the customer, and this call typically would have been chargeable. The amount billed was for $108.58. Although this is something that would typically stand, to make things right with the customer I will be happy to issue a credit for $108.58 today for the customer’s troubles. This will not be sent in a check form, rather it will be applied toward her monitoring. We will also reach out to her personally to let her know we are taking care of this. Thanks in advance,Lisa B[redacted]Customer Service SupervisorInterface Security Systems3773 Corporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com SIMPLIFY TO THE POWER OF ONE
To Whom It May Concern:[redacted] has been a loyal customer of Interface Security for many years and we sincerely appreciate her patronage. We are very sorry to hear of her request to cancel, and the issues she had in reaching us. We can't imagine what would have happened the day she...
called to be placed on hold for over an hour and a half! There must have been some sort of phone line interruption as those wait times are unheard of; regardless we are sorry for her wait! [redacted]'s system was affected by a change with AT&T's cell phone tower upgrade. This was a nationwide change that you may have heard of- 3G was being upgraded to 4G. As such, alarm customers for all companies across the USA were affected and needed a part upgrade to continue to work on the new towers. Understandably, this was not an Interface caused issue and would not be covered by our company completely. We have however, created a program to upgrade our loyal customers at a lower than full price rate. We gave these offers to [redacted] but in the end she decided to cancel the service. While we hate to see her go, we do understand her reasoning and we will be closing the customer's account at a zero balance. She will not have to pay the typical 30 day notice to cancel as a thank you for her patronage over the years.Thanks in advance,[redacted] Customer Service Supervisor
I’ve made contact with Dr. Ho-Hoon Lee with Ebone Nails. We have credited off the service invoice he was not agreeing to pay, and the customer is satisfied. When will our account reflect these changes? Thanks in advance, Lisa B[redacted]Customer Service SupervisorInterface Security Systems3773 Corporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com
To Whom It May Concern: This letter is in response to a complaint filed by [redacted] against our company, Interface Security Systems. [redacted] has been a customer of Interface since 7/16/1990 and we most certainly appreciate his patronage! We were very sorry to hear of his...
request to cancel services with us, and were surprised because we hadn’t received word that he was unhappy and choosing to change companies. Interface would have loved the opportunity to work with [redacted] to see what could have been done to retain his business. Given his loyalty and long term relationship with our company, we would have definitely been able to offer him competitive rates to stay. The agreement that [redacted] signed in 1990 was with Terry’s Alarm company, who joined forces with Interface several years ago. The term of this agreement was for 1 year and would renew annually without notice unless either party gave a 30 day cancellation notice in writing. As we did not receive a cancellation notice, we continued to monitor [redacted]’s home until he switched companies. The penalty for breaking this renewal term would typically be the remaining balance of the agreement, which is the amount of the final bill he recently received. We did take his complaint to management, however, and they have agreed to waive the remainder of the agreement on file for [redacted], as he has clearly been a long term and loyal customer. He can disregard the bill he received Thanks in advance for your cooperation in this matter. Sincerely, Cornelius S[redacted] Customer Service Specialist Interface Security Systems ###-###-####
To Whom It May Concern: This letter is in response to a complaint filed by [redacted] against our company, Interface Security Systems [redacted] has been a customer of Interface since 7/16/and we most certainly appreciate his patronage! We were very sorry to hear of his request to cancel services with us, and were surprised because we hadn’t received word that he was unhappy and choosing to change companies Interface would have loved the opportunity to work with [redacted] to see what could have been done to retain his business Given his loyalty and long term relationship with our company, we would have definitely been able to offer him competitive rates to stay The agreement that [redacted] signed in was with Terry’s Alarm company, who joined forces with Interface several years ago The term of this agreement was for year and would renew annually without notice unless either party gave a day cancellation notice in writing As we did not receive a cancellation notice, we continued to monitor [redacted] ’s home until he switched companies The penalty for breaking this renewal term would typically be the remaining balance of the agreement, which is the amount of the final bill he recently received We did take his complaint to management, however, and they have agreed to waive the remainder of the agreement on file for [redacted] , as he has clearly been a long term and loyal customer He can disregard the bill he received Thanks in advance for your cooperation in this matterSincerely, Cornelius S [redacted] Customer Service Specialist Interface Security Systems ###-###-####
I’ve made contact with DrHo-Hoon Lee with Ebone Nails We have credited off the service invoice he was not agreeing to pay, and the customer is satisfiedWhen will our account reflect these changes? Thanks in advance, Lisa B [redacted] Customer Service SupervisorInterface Security SystemsCorporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com
To Whom It May Concern: [redacted] has been a loyal customer of Interface Security for many years and we sincerely appreciate her patronage We are very sorry to hear of her request to cancel, and the issues she had in reaching us We can't imagine what would have happened the day she called to be placed on hold for over an hour and a half! There must have been some sort of phone line interruption as those wait times are unheard of; regardless we are sorry for her wait! [redacted] 's system was affected by a change with AT&T's cell phone tower upgrade This was a nationwide change that you may have heard of- 3G was being upgraded to 4G As such, alarm customers for all companies across the USA were affected and needed a part upgrade to continue to work on the new towers Understandably, this was not an Interface caused issue and would not be covered by our company completely We have however, created a program to upgrade our loyal customers at a lower than full price rate We gave these offers to [redacted] but in the end she decided to cancel the service While we hate to see her go, we do understand her reasoning and we will be closing the customer's account at a zero balance She will not have to pay the typical day notice to cancel as a thank you for her patronage over the years.Thanks in advance, [redacted] Customer Service Supervisor
In September this year, I called Interface and asked Mr. [redacted] to go to [redacted], located at [redacted], New Orleans, LA 70125, for a new contract. [redacted] told me that I would get a check of $100 after [redacted] signs the contract. [redacted] signed for two...
accounts: one for its main store and the other for its wig store. [redacted] paid $700 for the system installation at the end of September and pays $80 a month. A month after the installation, I called [redacted] and asked him what happened. He said that I would get the check in October. But I have not received any check. Thus I sent an email to Interface, asking them not to promise anything if they do not want to keep it or to fulfill the promise once it is made. Interface ignored this email and thus I sent another in early November, but it has been also ignored.
The following is my response for Nancy [redacted]:Ms. [redacted] has been a long term customer for many years and we sincerely appreciate her patronage. As she explains, she came to Interface via the company she originally contracted with for service, Main Electronics, and we’ve been monitoring her...
home for over 10 years. Alarm systems like Ms. [redacted]’s system communicate with a Secure Operations Center via telco phone lines, internet or cellular back up. Ms. [redacted]’s system communicates exclusively over telco phone lines, meaning if something happens to her phone line, her system will not send signals. This is definitely something that Main Electronics should have explained to the customer upon signing, and we are sincerely sorry that this was not made more apparent to her at that time. The agreement on file does state, however, that the customer is responsible for maintaining the form of communication that the system uses, and not the alarm company as it does with all security protection agreements for all alarm companies, not just Interface. Therefore, it would be Ms. [redacted]’s responsibility to test the system and to check those connections periodically. We first heard from Ms. [redacted] in January 2016 when she called the Customer Care department after the situation she described with her family and not being called on an alarm. She spoke to one of our reps who issued a free service call at the time to check things out. This call would have covered the trip and one hour of labor, and anything else would be billable, and the ticket states this was explained to the customer. When the tech arrived he found that the phone line had been disconnected from the panel, he reconnected it, tested it and had the customer sign the ticket. The reason for the disconnection is not known, but again, making sure that everything is plugged in is the responsibility of the customer, and this call typically would have been chargeable. The amount billed was for $108.58. Although this is something that would typically stand, to make things right with the customer I will be happy to issue a credit for $108.58 today for the customer’s troubles. This will not be sent in a check form, rather it will be applied toward her monitoring. We will also reach out to her personally to let her know we are taking care of this. Thanks in advance,Lisa B[redacted]Customer Service SupervisorInterface Security Systems3773 Corporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com SIMPLIFY TO THE POWER OF ONE
To Whom It May Concern:[redacted] has been a loyal customer of Interface Security for many years and we sincerely appreciate her patronage. We are very sorry to hear of her request to cancel, and the issues she had in reaching us. We can't imagine what would have happened the day she...
called to be placed on hold for over an hour and a half! There must have been some sort of phone line interruption as those wait times are unheard of; regardless we are sorry for her wait! [redacted]'s system was affected by a change with AT&T's cell phone tower upgrade. This was a nationwide change that you may have heard of- 3G was being upgraded to 4G. As such, alarm customers for all companies across the USA were affected and needed a part upgrade to continue to work on the new towers. Understandably, this was not an Interface caused issue and would not be covered by our company completely. We have however, created a program to upgrade our loyal customers at a lower than full price rate. We gave these offers to [redacted] but in the end she decided to cancel the service. While we hate to see her go, we do understand her reasoning and we will be closing the customer's account at a zero balance. She will not have to pay the typical 30 day notice to cancel as a thank you for her patronage over the years.Thanks in advance,[redacted] Customer Service Supervisor
I’ve made contact with Dr. Ho-Hoon Lee with Ebone Nails. We have credited off the service invoice he was not agreeing to pay, and the customer is satisfied. When will our account reflect these changes? Thanks in advance, Lisa B[redacted]Customer Service SupervisorInterface Security Systems3773 Corporate Center DriveEarth City, MO 63045PH: ###-###-####FX: ###-###-####www.interfacesystems.com
To Whom It May Concern: This letter is in response to a complaint filed by [redacted] against our company, Interface Security Systems. [redacted] has been a customer of Interface since 7/16/1990 and we most certainly appreciate his patronage! We were very sorry to hear of his...
request to cancel services with us, and were surprised because we hadn’t received word that he was unhappy and choosing to change companies. Interface would have loved the opportunity to work with [redacted] to see what could have been done to retain his business. Given his loyalty and long term relationship with our company, we would have definitely been able to offer him competitive rates to stay. The agreement that [redacted] signed in 1990 was with Terry’s Alarm company, who joined forces with Interface several years ago. The term of this agreement was for 1 year and would renew annually without notice unless either party gave a 30 day cancellation notice in writing. As we did not receive a cancellation notice, we continued to monitor [redacted]’s home until he switched companies. The penalty for breaking this renewal term would typically be the remaining balance of the agreement, which is the amount of the final bill he recently received. We did take his complaint to management, however, and they have agreed to waive the remainder of the agreement on file for [redacted], as he has clearly been a long term and loyal customer. He can disregard the bill he received Thanks in advance for your cooperation in this matter. Sincerely, Cornelius S[redacted] Customer Service Specialist Interface Security Systems ###-###-####