Bay Alarm Company

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ 1-21- Sent via email: Thank you for bringing this issue to our attentionHere at Bay Alarm Medical, we take pride in our stellar customer service and apologize for the oversights on your accountAlthough we do not show record of having received the lock box, management is siding with customer on this oneA refund for the lock box has been issued on 1/21/and this should post within to hours, back to the credit card on the account Please call us at XXX-XXX-XXXX if you have any further questions or concerns and thank you for trying out Bay Alarm Medical Customer Accounts Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

Initial Business Response / [redacted] (1000, 8, 2015/11/18) */ Mr [redacted] called in to our [redacted] Care [redacted] on 10/30/regarding an invoice he had received in the amount of $for monitoring services 8/1/through 11/30/On 7/6/another [redacted] payment was inadvertently applied to Mr [redacted] accountOn 10/23/we transferred off of Mr [redacted] account and applied to the correct [redacted] accountWhen Mr [redacted] called in to question his invoice this was explainedMr [redacted] was upset and wanted the account cancelled and pay the balance dueDue to our error we credited the November billing and the remaining term of his contract agreement which would have expired 1/21/Mr [redacted] before requesting the cancellation inquired about monthly payments on the months dueBefore the branch had the opportunity to review he called back requesting to cancelAccording to our records his account is closed and no further balance is dueThis has been resolved

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Bay Alarm Company took over this system in from Smart Systems Technology and per the notes in our system there were phone call attempts to welcome check this [redacted] to Bay Alarm Company with no response from the [redacted] to allow for our technicians to go to his home and verify his security systemPer the notes that are attached - no further attempts were made from on until a call on April 3, prompted further actions [redacted] called into Central Station on April 3, and was told that his system had never been monitoredThe phone call was transferred to the [redacted] Care Department and then transferred to the local branch to handleThe Office Manager took the call and tried to ensure the [redacted] that the local branch would do everything possible to bring about a peaceful resolutionThe offer of sending a technician to the home to test and inspect the system was offered and accepted by the [redacted] at branch levelWhen the tech went to site he was refused access by Mrs [redacted] - she stated that she was waiting for a phone call from a manager to discuss her system not working A letter of cancellation was sent to the [redacted] on the 11th of May and the [redacted] called in upset that he received the letter and wanted to speak to a manager again Again; the Service Manager reached out and talked to the [redacted] about potentially upgrading their system at no charge and adding cameras to the system per the detailed notes and Mr [redacted] was not answering Please note all communications since April 3rd are attached for the filePlus his Welcome letters and also his original contract with specific highlights of paragraphs & that state subscriber is responsible for communication lines for the system and also for testing their system on a monthly basis Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Have them call me at XXX-XXX-XXXX to get the matter correctedI will answer my cell phoneMy office is difficult to reach me as I am between offices

Initial Business Response / [redacted] (1000, 9, 2015/10/14) */ Received business response via email on 10/14/15: The initial installation took place on 7/The [redacted] called in to state that he was also supposed to have a key fob with his system so we returned to add this on 8/Another technician was sent out on 9/and was sent away by Mr [redacted] On 9/10, Another technician came out at 5:17am to power down the system per Mr [redacted] ' requestLater that afternoon, our Branch Manager made contact with Mr [redacted] and sent the following follemail: Hi ***, Thank you for your time on the phone todayI apologize again for the issues with the system and installation Here are the next steps to check your system and make sure it is working properly Monday 9/8am our senior tech will be onsite assisted with the area manager [redacted] Bonds to completely go through the installationWe will replace and repair as needed Re - orientate you on use of system If all checks out then monthly service billing would commence as of 9/ You currently have paid for service from 7/22-11/This would be applied towards future monitoring 9/21-1/31/ We will also issue an additional month credit of $for the inconvenience we have caused youThis would extend paid service through 4/30/ We appreciate your business and I know we can resolve this situationWe are human and there are times that the work and installation do not go as planned, but we will always continue to work with you until you are satisfied with the system Please let me know if you have any questions otherwise we will see you at 8am on Monday 9/21/ Thank You, [redacted] Branch Manager - [redacted] XXXXX On 9/21, our Installation Manager, ***, and Field Supervisor, [redacted] , made a site visit and corrected any issues with the system including the long-range radio troubleIt has been functioning properly sinceWe have received no further communications from Mr [redacted] and his account has been effectively credited for service through 4/30/Please let me know if you have any further questions Thank you, [redacted] Service Manager Bay Alarm Company Tel: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: Margaret [redacted] Ofc Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bayalarm.com Bay Alarm wants to satisfy this matter and will be happy to install the radio upgrade at no charge and with no new contract renewalIf we install the radio upgrade there will be no changes to customers original contract signed on 9/18/and expires on 9/25/If the upgrade is completed then customers current contract expiration date will remain in affect until 9/25/If customer desires not to have the radio upgrade done and would like to cancel at this time, we will release customer from the remaining term of the contract and cancel with no further obligationOur Customer Care Depthas left customer a message to see if customer would like to schedule the appointment or how to proceed Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Bay Alarm said I cannot cancel my service over the phoneTherefore, I faxed over a discontinue service letterI am afraid once I close this case, Bay alarm will bill me for the early determination fees

Initial Business Response / [redacted] (1000, 8, 2014/10/24) */ Unfortunately, I unable research this complaint without an account number, service address or his mothers nameIf possible can you please add that information so I can research and respond? Thanks Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) They want personal info provided via your site which u say do not doI will reach out via phone to them and see if a resolution can be met Final Consumer Response / [redacted] (2000, 13, 2014/12/02) */ 12-2- Sent via email: pls close the case

Initial Business Response /* (1000, 5, 2014/05/16) */
Our service agreement was with the former owner of Animal Eye SpecialistIt states all equipment remains the property of Bay Alarm and upon termination we reserve the right to remove our equipmentThey sent us a cancellation letter on
04/21/However, the employees are the sameIt may have been suggested that the new owner consider upgrading the current system as we have added new products and new services to keep up with the continuing changes in technologyHowever, upgrading the current system was not prerequisite to continue to do business with Bay AlarmThis is an unfortunate situation where the customer did not refer to their agreement before allowing another service provider to connect to and activate a system they did not own
The customer has advised they do not want to cause disruption to their business while having the equipment removedWe were advised there would be no appropriate time to come in to remove the equipmentIn an effort to do our best to find a solution, I asked how their current provider overcame the obstacle of coming in during business hours to add additional devices and activate the systemI was informed the doctor was on vacationWe have offered to schedule around the doctor and also set up an appointment at the same time as their current provider so as we are removing our devices they can put their equipment in so the customer is not without an alarm system
We have technicians that are trained to remove Bay owned equipment once someone cancels service with usIf the new owner signs an agreement to take over the system we leave itThe customer was referred to the section of the agreement that refers to the removal of the agreementThey were further assured this is standard practice and not an act of retaliationThe removal of the equipment will take approximately 1/hoursWe are willing to schedule an appointment date and time that works best for the customer, within a reasonable timeframeWe are not trying to harass or inconvenience themWe are only asking for a short time frame to return our equipment, or they can have their own service provider remove the equipment and return it to us in a box
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing the original contract between Bay Alarm and the previous business owner, it appears that although Bay Alarm has a provision to have the equipment returned, this particular equipment was purchased, the installation was paid for, and there was a monitoring agreementSince the equipment was fully purchased it is the property of the purchaser, and subsequently, the property of Eye Care for AnimalsWe would like a complete listing of the equipment that Bay Alarm believes belongs to them, and to support the purchase amount on the agreementIs Bay Alarm proposing to refund the purchase price?
Final Business Response /* (4000, 14, 2014/07/14) */
The purchase price that was referenced in the complaint was not a purchase price it was the cost for the installation of Bay retained equipment as referenced on the agreementThe customer was provided a copy of the agreement for reviewWe have attempted to schedule the removal of equipment around their office hours and were unsuccessfulAs a result we have billed $for the unrecovered equipmentUpon receipt of payment for equipment we will consider this matter closed

Initial Business Response /* (1000, 5, 2014/12/17) */
Account was settled with the customer on 12/10/

Initial Business Response /* (1000, 6, 2016/01/06) */
Per the Bay Alarm Branch Manager who has spoken directly to the ***, the *** was contacted the same day that he reached out to Bay Alarm in regards to his issueWe agreed to remove the ***'s existing balance of contract,
but we would still charge the *** for their monitoring fees during the month of NovemberBased on the conversation between the Bay Alarm Branch Manager and the ***, the *** agreed to this resolution and this issue was resolved

Initial Business Response /* (1000, 6, 2014/04/17) */
We apologize for the inconvenience Ms*** has experienced with Bay Alarm, as a result of her alarm installationThe initial alarm installation was not installed to Bay Alarm Company StandardsWe have an appointment to reinstall the
door and window contacts to Bay Alarm's standards and to the our customer's satisfactionMs*** will also receive a full refund for the total cost of installation and sales taxShe has accepted this offer
Initial Consumer Rebuttal /* (2000, 8, 2014/04/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Bay Alarm's response, contingent upon receipt of the refundThey have informed me that the refund check is already in the mail

Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title: [redacted] A. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bayalarm.com
[redacted] called in on 07/21/15 requesting refund. Her balance was zero as she had been billed and paid her...

quarterly MSR the rep looked at the account and noticed that she had paid for the period that extended her cancellation, it was transferred to management for approval (all refunds require supervisor approval) this was completed and credited to her account in the amount of $81.00. The refund request was then transferred to the Finance Department for processing. This typically take approx. one week, but due to vacations, the process took longer and the payment was delayed. At no time was Bay Alarm going to "Keep". Ms. [redacted]'s funds.
I do apologize for the delay. U would be happy to speak with Ms. [redacted] should she feel necessary to contact me and wish this would have been routed to me in the beginning.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Ms. [redacted], and I appreciate her comments. I also wish this would have been routed to her in the beginning. I had spoken with 3 different people at Bay Alarm since 6/29/15, and heard 3 different versions of policies and procedures, and explanations of what happened to my overpayment. I was specifically told that customers had to request the refund of an overpayment (which I feel is a disturbing comment), and was never apprised of delays due to vacations or the need for supervisor approval of refunds. The correct information and consistent information would have gone a long way in resolving this issue.

Initial Business Response /* (1000, 5, 2014/03/25) */
Mr. [redacted] is correct. He signed an initial one year patrol service agreement with Bay Alarm. The contract is dated 04/03/13 with an effective date of 04/15/13. The term of the agreement starts from the date the agreement becomes...

effective and remains in effect unless Bay Alarm receives a 30 day written cancellation notice from the subscriber.
Mr. [redacted] paid one year of service upfront which covers service period 04/15/13 thru 04/15/14. As referenced on patrol service agreement, Bay Alarm bills quarterly in advance. As of 02/14/14 Bay Alarm had not received a 30 day written notice to cancel service. Subsequently, on 02/15/14 while Mr. [redacted] was still in his initial one year term, we billed a prorated bill from 04/15/14-06/01/14 in the amount of $46.
I received a written cancellation letter on 02/26/14 via US Mail and forwarded it to our Corporate Office for processing and the account was canceled the same day. However, mistakenly a credit for service period 03/26/14-06/01/14 was not issued.
Mr. [redacted] left a voicemail message for me on 3/21. Unfortunately, I was out of the office on 3/21 and received his message on 3/24. Upon reviewing the account, I noticed the billing adjustment that needed to be made. I called Mr. [redacted] at 2:30PM on 3/24 and left a message for him advising the bill was being reversed and left my number for any further questions.
I hope this detailed explanation will help to clarify and resolve this matter. I also apologize for any inconvenience Mr. [redacted] has experienced.
Initial Consumer Rebuttal /* (2000, 7, 2014/03/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's like pulling teeth with the Bay Alarm people to manage one's account with them. A bad company with whom I will not do business again.
Consumer Response /* (3000, 11, 2014/04/29) */
Complaint first filed 3/26/14. Revdex.com followed up and Bay Alarm affirmed complaint and offered remedy. 30 days later Bay Alarm continues to send bills.
Bay Alarm improperly billed, refused to cancel service and continued to send bills. When complaint was filed with Revdex.com Bay Alarm claimed that it would cancel service, stop billing and pay refund. These were the conditions I requested be fulfilled in my complaint. I have received no written confirmation that my service has been cancelled; I have received no refund; Bay Alarm continues to send me bills. Bay Alarm to actually provide remedies promised: written notice of cancellation of service; refund for services unrequested following refusal of request for cancellation; cessation of billing.
Business Response /* (4000, 13, 2014/04/30) */
Mr [redacted] is correct. His account was not adjusted properly at the time of cancellation. On 3/24/14 I requested that our Customer Service Representative review and adjust the account. Unfortunately, the adjustments were not made until today. We are applying a credit of $66 toward the $46 balance on the account. Mr. [redacted] will receive a $20 refund. I apologize for any inconvenience Mr. [redacted] has experienced as a result of this error.

Initial Business Response /* (1000, 5, 2015/01/21) */
1-21-15
Sent via email:
Thank you for bringing this issue to our attention. Here at Bay Alarm Medical, we take pride in our stellar customer service and apologize for the oversights on your account. Although we do not show record of...

having received the lock box, management is siding with customer on this one. A refund for the lock box has been issued on 1/21/2015 and this should post within 24 to 48 hours, back to the credit card on the account.
Please call us at XXX-XXX-XXXX if you have any further questions or concerns and thank you for trying out Bay Alarm Medical.
Customer Accounts
Bay Alarm Medical
Initial Consumer Rebuttal /* (2000, 7, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Initial Business Response /* (1000, 8, 2014/10/24) */
Unfortunately, I unable research this complaint without an account number, service address or his mothers name. If possible can you please add that information so I can research and respond? Thanks
Initial Consumer Rebuttal /*...

(3000, 10, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They want personal info provided via your site which u say do not do. I will reach out via phone to them and see if a resolution can be met
Final Consumer Response /* (2000, 13, 2014/12/02) */
12-2-14
Sent via email:
pls close the case

Initial Business Response /* (1000, 8, 2014/07/14) */
I have attempted to reach Mr. [redacted] today in an attempt to gather more information regarding the false alarm issues. [redacted] also left a message for Mr. [redacted] on 7/11. We have not yet received a returned call. After checking...

with [redacted] Installation Manager he advised me Mr. [redacted] inquired about adding some additional keypads but was informed the keypads were out of stock, there was a miscommunication, the installer was not sure if the customer wanted to wait until we had them in stock or if he was no longer interested. We apologize for this miscommunication and would like to opportunity to fix any equipment issues, add additional devices and make sure the customer is happy with the system he has in place.
Initial Consumer Rebuttal /* (3000, 11, 2014/07/15) */
What additional information are you looking for? They are still not allowing me to exit my contract. They are still not monitoring our house and they still haven't installed the pad I ordered and reordered when they installed the system. This company is truly a danger to its customers because one thinks from their advertising that they are local and care but the reality is they are poorly run, and although they may care they don't know how to run their business in an effective way to provide for my family's security. Fortunately, we have not had anyone break into our place. I hope that doesn't happen but if it does, it is clear that we are on our own dispute the fact that we keep paying ~$60/month for the service of monitoring our house.
Best,
-[redacted]
Final Business Response /* (4000, 17, 2014/08/07) */
This issue has been resolved. We replaced the standard keypads installed with the customer's requested touchscreen keypads at no additional charge. A credit was issued for the monitoring charged for time of initial installation and the date the installers returned to install the touchscreen keypads. The customer sent a confirmation email that the installers arrived on time and the installation went well. There was a request to change the testing period from monthly to every few days. This is now done.

Initial Business Response /* (1000, 8, 2015/11/18) */
Mr. [redacted] called in to our [redacted] Care [redacted] on 10/30/15 regarding an invoice he had received in the amount of $143.00 for monitoring services 8/1/15 through 11/30/15. On 7/6/15 another [redacted] payment was inadvertently applied to...

Mr. [redacted] account. On 10/23/15 we transferred off of Mr. [redacted] account and applied to the correct [redacted] account. When Mr. [redacted] called in to question his invoice this was explained. Mr. [redacted] was upset and wanted the account cancelled and pay the balance due. Due to our error we credited the November billing and the remaining term of his contract agreement which would have expired 1/21/2016. Mr. [redacted] before requesting the cancellation inquired about monthly payments on the months due. Before the branch had the opportunity to review he called back requesting to cancel. According to our records his account is closed and no further balance is due. This has been resolved.

Initial Business Response /* (1000, 5, 2015/10/05) */
Bay Alarm Company took over this system in 2008 from Smart Systems Technology and per the notes in our system there were 6 phone call attempts to welcome check this [redacted] to Bay Alarm Company with no response from the [redacted] to allow...

for our technicians to go to his home and verify his security system. Per the notes that are attached - no further attempts were made from 2013 on until a call on April 3, 2015 prompted further actions.
[redacted] called into Central Station on April 3, 2015 and was told that his system had never been monitored. The phone call was transferred to the [redacted] Care Department and then transferred to the local branch to handle. The Office Manager took the call and tried to ensure the [redacted] that the local branch would do everything possible to bring about a peaceful resolution. The offer of sending a technician to the home to test and inspect the system was offered and accepted by the [redacted] at branch level. When the tech went to site he was refused access by Mrs. [redacted] - she stated that she was waiting for a phone call from a manager to discuss her system not working.
A letter of cancellation was sent to the [redacted] on the 11th of May 2015 and the [redacted] called in upset that he received the letter and wanted to speak to a manager again.
Again; the Service Manager reached out and talked to the [redacted] about potentially upgrading their system at no charge and adding cameras to the system per the detailed notes and Mr. [redacted] was not answering.
Please note all communications since April 3rd are attached for the file. Plus his Welcome letters and also his original contract with specific highlights of paragraphs 9 & 12 that state subscriber is responsible for communication lines for the system and also for testing their system on a monthly basis.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Have them call me at XXX-XXX-XXXX to get the matter corrected. I will answer my cell phone. My office is difficult to reach me as I am between 5 offices

Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: Margaret [redacted] Ofc Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bayalarm.com
Bay Alarm wants to satisfy this matter and will be happy to install the radio upgrade at no charge and with no new...

contract renewal. If we install the radio upgrade there will be no changes to customers original contract signed on 9/18/12 and expires on 9/25/15. If the upgrade is completed then customers current contract expiration date will remain in affect until 9/25/15. If customer desires not to have the radio upgrade done and would like to cancel at this time, we will release customer from the remaining term of the contract and cancel with no further obligation. Our Customer Care Dept. has left customer a message to see if customer would like to schedule the appointment or how to proceed.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bay Alarm said I cannot cancel my service over the phone. Therefore, I faxed over a discontinue service letter. I am afraid once I close this case, Bay alarm will bill me for the early determination fees.

I have had the unit and the GPS for nearly 2 years....I have had very positive contacts
With the company....

Initial Business Response /* (1000, 9, 2015/10/14) */
Received business response via email on 10/14/15:
The initial installation took place on 7/22. The [redacted] called in to state that he was also supposed to have a key fob with his system so we returned to add this on 8/3. Another...

technician was sent out on 9/5 and was sent away by Mr. [redacted]. On 9/10, Another technician came out at 5:17am to power down the system per Mr. [redacted]' request. Later that afternoon, our Branch Manager made contact with Mr. [redacted] and sent the following follow-up email:
Hi [redacted],
Thank you for your time on the phone today. I apologize again for the issues with the system and installation.
Here are the next steps to check your system and make sure it is working properly.
1. Monday 9/21 8am our senior tech will be onsite assisted with the area manager [redacted] Bonds to completely go through the installation. We will replace and repair as needed.
2. Re - orientate you on use of system.
3. If all checks out then monthly service billing would commence as of 9/21.
4. You currently have paid for service from 7/22-11/30. This would be applied towards future monitoring 9/21-1/31/16.
5. We will also issue an additional 3 month credit of $126 for the inconvenience we have caused you. This would extend paid service through 4/30/16.
We appreciate your business and I know we can resolve this situation. We are human and there are times that the work and installation do not go as planned, but we will always continue to work with you until you are satisfied with the system.
Please let me know if you have any questions otherwise we will see you at 8am on Monday 9/21/15.
Thank You,
[redacted]
Branch Manager - [redacted]. XXXXX
On 9/21, our Installation Manager, [redacted], and Field Supervisor, [redacted], made a site visit and corrected any issues with the system including the long-range radio trouble. It has been functioning properly since. We have received no further communications from Mr. [redacted] and his account has been effectively credited for service through 4/30/16. Please let me know if you have any further questions.
Thank you,
[redacted]
Service Manager

Bay Alarm Company
Tel: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX

Initial Consumer Rebuttal /* (2000, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)