BBU Environmental Services, Ltd.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

January 20, 2016
[redacted]
[redacted]
Saint George, UT [redacted]
Re: ID # [redacted]           
Dear [redacted],
Thank you for contacting our company regarding your concerns
with the monitoring agreement and the installation of a new...

system in your new
home.
We are able to reduce the monitoring agreement to 3 years but
the installation fee of $199.00 would still be required.
We can also offer to reduce the final bill amount from
$629.86 to $500.00 in order to close out your account.
Our company aims to
consistently deliver a professional service to our customers. Please call me if
you wish to resolve this matter.  
Sincerely,
Maria I[redacted]
Senior Customer Relations Representative
T. ###-###-####   F. ###-###-####

Dear. Mr. [redacted], We can install the cellular unit for $199.00, which includes parts & labor. The monthly would increase by $13.00, which is a discounted rate for the cellular monitoring.  If you choose not to install the cellular back-up then the only other way we can monitor the alarm system is if you contact the phone company and reconnect the landline.  Please contact me at ###-###-#### if you wish to resolve this matter.

Tell us why here... October 21, 2016[redacted]Phoenixville, PA [redacted]Re: ID # [redacted]Dear [redacted],Thank you for contacting our company regarding your concerns with the automatic renewal on the monitoring agreement.I understand your concerns, but by signing the monitoring...

agreement, you agree to the terms of the agreement. Once you sign the agreement, you have 72 hours to read the agreement and express any concerns. I also understand that you requested that we terminate the billing but we are unable to stop the billing since you are currently under agreement. We can only offer to credit you for the months without service providing that you schedule an appointment to fix the alarm system.  At this time, we can offer to fix the system and credit you for the time without usage or offer 50% of the remaining time on the agreement. If you still wish to terminate the agreement the 50% final bill amount will be $695.60 in order to close out your account. Our company aims to consistently deliver a professional service to our customers. Please call me if you wish to resolve this matter. Sincerely, Maria I[redacted]Senior Customer Relations RepresentativeT. ###-###-####   F. ###-###-####

May 30, 2017 [redacted]Douglassville, PA  [redacted] Re: ID #[redacted] Dear **. & [redacted]: Thank you for expressing your concerns regarding the terms on the monitoring agreement. I have reviewed our records and verified that one our...

representatives did speak with your regarding the monitoring agreement since you had expressed your move to North Carolina.  We do have services available in North Carolina and would love to continue to provide service to your new home.We appreciate you as our customer for the duration that you have been with us since 2005.  Your contract is an auto renewing every 60 months, the last renewal was on December 28, 2015 for 60 months. Per our discussion this morning, should you choose to cancel your services and the if new owners choose not to have monitoring through our company would be $1207.50, what I am offering is a 75% discount, your final bill amount will be $301.88.I look forward to resolving this matter with you, please call me at ###-###-#### if you have any other concerns. Respectfully,  Ivy F[redacted]Customer Relations Supervisor

[redacted]
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[redacted]
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[redacted]
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[redacted]   Thank you for contacting our company regarding your concerns with the monitoring agreement.   We understand your concerns and checked our voice recordings to...

verify if the contract term was explained to you in addition obtained your signature at the time of install. In June 2014 we discussed this matter to you and have continued to provide services to you.   The balance of the contract is $1187.74 and I would like to offer 50% discount – your final bill will be $593.87.   My goal is to resolve this matter with you, please contact me at [redacted]   Respectfully,         Ivy F[redacted]

The company said they would remove the charge so I think resolved.

June 24, 2015
 
[redacted]
Solon, OH [redacted]
 
Re: ID # [redacted]           
 
Dear [redacted],
 
Thank you for contacting our company regarding your concerns with the cancellation of your account...

and the billing.
We apologize for the delay. Per our conversation today, your account will be cancelled and the balance of $192.45 will be credited.
Our company aims to consistently deliver a professional service to our customers. My contact information is below if you require any more information.
Sincerely,
Maria I[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The invoice for checking the system throughout the house was not requested by us but demanded by the repair man sent by Select Security because he could not identify why the equipment they installed would not work. It makes no sense for us to ask for a many hour long whole house check up after we have had the system for two years. This is also fraudulent because the repair man said he had to fill it out and we had to sign it because he was here and said clearly we would not be billed since he could not find anything wrong to fix. So there should be no charge associated with this.
Regards,
[redacted]

September 25, 2017 [redacted] Mount Joy, PA  [redacted] Re: ID #[redacted] Dear [redacted] Thank you for expressing your concerns regarding the terms on the monitoring agreement. I have reviewed our records and verified that we spoke with [redacted] in March...

regarding the monitoring agreement and emailed her a copy of the agreement that was signed. Per our conversation on September 25, 2017, in reviewing the agreement, it did renew for another 60 months in July 2016, per the agreement should you terminate the monitoring you would be responsible for 100%  ($1512.85) of the remaining balance.- I am offering a discount of 50%, on your final bill  $756.43. I apologize if we could not assist you further. Our company feels that we did communicate the monitoring agreement with you. Please call me at ###-###-#### if you have any other concerns.   I look forward to resolving this matter with you. Thank you and have a great day!

Dear [redacted],Thank you for contacting us regarding your auto renewal. The monitoring agreement that you originally signed has an auto renewal clause. By signing this agreement you agreed to the terms of the agreement. On 11/11/16 we deactivated the monitoring service per your request. On that same day, I emailed you offering to settle your account if you paid $500.00.On 12/28/16 I received an email from you agreeing to mail a check for the final balance. Unfortunately, we never received your payment. We would like to resolve this matter with you. Please call me at ###-###-#### should you wish to make arrangements to pay the discounted final bill amount that was originally offered to you. Sincerely,Maria I[redacted]Senior Customer Relations Representative

September 21, 2017 [redacted] Dayton, OH  [redacted] Re: ID #[redacted] Dear [redacted]: Thank you for expressing your concerns regarding the Panel Disarm Photo feature of your new security system. I have reviewed our records and verified that we have researched your issues...

with your photo feature. It appears that the issue has been resolved. If the issue has not been resolved, please contact me directly at ###-###-#### and it would be my pleasure to personally assist you. We appreciate you as our customer since the acquisition of [redacted]. As indicated in my voicemail to you on September 21, 2017at 4:55pm I will place a credit on your account for $52.56 as requested.    I look forward to resolving this matter with you, please call me if you have any other concerns.   Respectfully,  Kaila H[redacted] Customer Care Supervisor

Thank you for expressing your concerns pertaining to the terms on the monitoring agreement that was initially signed on April 12, 2017 for 60 months with the auto renewal under in the same terms.  The reason that the auto renewal exists is to ensure continued, uninterrupted services. Although...

I’m sadden that we couldn’t obtain you as a customer, management has agreed to waive the final bill for the remaining of the contract. I did leave you a voicemail indicating such, should you have any questions, please call me at ###-###-####.  I look forward to resolving this matter with you. Thank you and have a great day!

October 10, 2016 [redacted] West Jordan, UT [redacted] Re: ID # [redacted] Dear [redacted], Thank you for contacting our company regarding your service concerns. Since your alarm system requires an upgrade we offered to install a new system in your home and explained in an...

email to you that it would be more cost effective instead of paying for the upgrade. We have never received a response back with your decision. On September 30, 2016 your wife called us and requested a copy of agreement. She wanted to verify when the contract expired. A copy of the agreement was emailed to her at that time. At this time, we can offer to install a new system for $99.00 providing that you sign a new agreement or offer 50% of the final balance due. The balance on your account is currently $631.59. We are offering to settle this matter if you pay $315.80. Our company aims to consistently deliver a professional service to our customers. Please call me if you wish to resolve this matter. Sincerely, Maria I[redacted] Senior Customer Relations Representative T. ###-###-####   F. ###-###-####