BP Alarm LLC

Complaint: [redacted]I am rejecting this response because: they are not proposing a resolution. They are requesting more information. I am providing that now:
 
Last name: [redacted]
Account #:  [redacted]Sincerely,[redacted]

The batteries are $7.00 apiece, and it is not necessary to return the old ones. If customers pay out remaining balance on old contract, I will be willing to cancel the new one.

Dear Revdex.com, [redacted] signed a Contract with BP Alarm on June 7, 2017 for an initial term of 60 months. He agreed to pay $43 dollars a month. Attached to this email you will find the agreement between [redacted] and BP Alarm. You will also find the audio recording of [redacted]...

performing our post install survey to ensure satisfaction and knowledge of the work that was completed on June 7, 2017. On the agreement you will see in paragraph 2.3, it clearly states the contract length and monthly monitoring fee. The contract terms are clearly stated. [redacted]'s salesman even made a change to the monthly rate to give the customer a better price than our normal contracts offer. The salesman also circled the 60 months to make sure it was known how long the agreement was initially for. The customer is also left with a copy of their agreement to look over and make sure everything is satisfactory. Furthermore, we perform a post install survey to ensure our new customer is informed of the decision they are making. [redacted], [redacted]'s wife, performed this survey. If you listen to the audio recording you will hear our technician clearly state that the customer, [redacted], knows the agreement is for 60 months. He also asks if the customer is aware of their 3 day window of cancellation with no consequences. [redacted] acknowledges both that she knows the agreement is for 60 months and that they have 3 days to cancel with no consequences. The audio recording is four and a half minutes long. In no way, does the survey feel rushed or hurried. [redacted] took her time to check that her paperwork was filled in correctly from the install, and she clearly states that she understands the terms that are communicated to her. [redacted] and [redacted] are now past their 3 day window in order to cancel, and therefore the contract must be fulfilled. We have communicated with [redacted] via email numerous times and have address his questions. All of our customers are in contract, that is the only way they can become a customer of BP Alarm, by signing an agreement. We have all of these safeguards in place for the customers sake, to ensure that improper selling practices cannot take place. The customer is left with a copy of all paperwork, and the survey if performed to give the customer multiple chances to be informed of the contract terms, and at any time, they can change their mind and void the contract within the 3 day window.  We apologize to [redacted] for any inconvenience or miscommunication that has taken place. At the end of the day, it is the customers responsibility to read over their agreement. [redacted] signed the contract and will be held to the contract terms. If you, or the customer have any other questions, or feel that we have not addressed a previous questions, please feel free to contact us at 888-376-4057.Regards,Customer SupportBP Alarm888-376-4057

Complaint: [redacted]I am rejecting this response because BP Alarm miss represented my statements and requests. I actually tried to cancel service starting in April. twice you rejected my request on technicallities. The third request, which you say you accepted on May 5th, did not mention a contract, as I was not aware  I was under one. I requested immediate cancellation of services. You sent me a copy of my agreement, I see it does not stipulate the form necessary for cancellation. Also, you do not have any notification of renewal. After researching contracts like yours, I found there are several class  action lawsuites against auto renewal without notification. It appears that consumers are not happy with contracts like yours.  In Illinois the courts ruled that any automatic renewal needed to have annual notice of renewal and specific cancellation instructions included.  I seriously doubt that I am the only complaint you have had concerning this matter.  Having your services for such an extended period of time( 9 yr.) And. having been told verbally that it was month to month after 36 months, I certainly did not remember signing an agreement for annual renewal.  I am very lucky that I cancelled your services when I did, if I had waited I would be stuck with your services for another 12 months.  At that point my damages would have been enough to get an attorney involved.  I do not believe your company has written a contract in good faith that is fair to all involved. I do believe that your only concern is the money  involved.otherwise, you would either have a month to month contract, or a renewal notification process. As it is the only person to suffer damages is the consumer.  To tell me that you cannot forgive $80.00 for the last two months of a contract I tried to cancel three times is not true, you can, but at this point will not.  I also was amazed by the disrespect, and lack of concern for me as a customer.  I have never dealt with a company so hard to talk about a fianacial comcern. I have also never known a company so unwilling to address a compaint directly with a customer, especially one of nine years. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: bp  alarms (mike)  has never offered any other way of payment I always pay the bill in 1 to 2 days from the time I received it. mike has told me his person that does the billing was taking time off and he was having trouble with billing. and he stated to my wife he was having trouble with the post office. I didn't know I had to give him a month notice before I could cancel my contract. this will be my cancelation letter to bp alarm.Sincerely,[redacted]

To Whom it may concern:Ms. [redacted] signed a contract on 7/20/12 for BP Alarm monitoring services. She was left a copy of this contract at the time of the transaction. The contract clearly states that  contract length has an 'initial term' 36 months. In paragraph 2.4 it states what the...

customer needs to do at the end of that initial term if they wish for it not to renew for 12 months. If Ms. [redacted] didn't like this 'initial' term provision of the contract she had 3 business days after she signed it on 7/20/12 to cancel the contract with no obligation. She did not. Ms. [redacted] also had 3 years to get read and get familiar with the contract she signed. She told our representative on 6/23/15 that she hadn't.We also have our customer support agents available M-F 9am-5pm @ [redacted] To any answer questions regarding any aspect of the contract she had questions about & will continue to have. We have & intend to withhold the contract signed on 7/20/12.

We are sorry that [redacted] is having a problem with his bill. He is set up on Invoicing, which means he wants us to send him a bill each month, and then he sends us a check each month for the services we offer. Because of the lag time of the USPS, there are times that his bill will not show his...

actual 'up to date' balance. We have other options of payment to keep things more up to date and current but Mr. [redacted] refuses to try them. Also, if Mr. [redacted] gets a bill and feels like the bill is incorrect, he can call us at 888-376-4057 to see if the balance on the statement is correct. 
As far as his contract, We have told Mr & Mrs [redacted] multiple times over the phone and it is clearly written in their contract, which was left with them after they signed it on 7/18/13, that if they wanted to cancel the contract, they need to send in a letter of cancellation. They have yet to do so. The letter needs to include the following;
Name, Address where the alarm is located, Stating you want the services canceled at the end of the term, And their signature.
Once they do that, their account will be canceled at the end of the term. Their term end 7/18/16. If they don't send us this letter by 6/18/16, their contract will be renewed for another year.
If they have any further questions regarding their contract, please call 888-376-4057.

To whom it may concern,We receive certified mail at our PO Box. I'm not sure why she was told PO Boxes don't receive Certified Mail. We do.    All she need to do is send us a letter. In fact, if they will just send us an email at [redacted]@bphomesecurity.com with the following:-Name-Address of Alarm -State that you want to cancel the accountIf the customer does this, we will cancel the account at the end of their term.RegardsCustomer SupportBP Alarm

Complaint: [redacted]I am rejecting this response because: I have tried several times from several different systems to email BP alarm with the information they provided. I have included the email I tried to send to their email that they supplied that isnt valid. [redacted] and [redacted] olympia WA. 98516PLEASE...cancel our term with you. We do NOT want your business or services. This is an official email stating We no longer want your service. The fact that I am now just being told I am able to email a cancel term request after I had to file with Revdex.com twice. I have always been told that it has to be a hand written letter and I have done a couple times and you conveniently dont have or lost them.I wrote letters in November and in May. Which would have cancelled our contract this year and now we are forced to have your service another year. I will be writting reviews everywhere I can abput this company. The customer service is extremly unproffessional. You dont hang up on customers or laugh at them and treat them like crap. I truely hope karma comes around in this case. So AGIAN....CANCEL OUR CONTRACT. I am aware we HAVE to pay until our new contract you stuck us with since you conveniently lost our letters, however, I am keeping all the infomation and documenting everything since I think your company is crooked. After this "contract" is over..CANCEL IT!!!!!!!![redacted] Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:1. The attached business agreement does not show the 60 month term circled. They argued that you can see a faint outline around the 60 month term, but that's only after scanning it and zooming in on it.In no way did the salesman acknowledge the 60 month term during his visitation. Instead, he flatly denied that there was any contract term. If he did circle the 60 month term in my vision, I probably mistook it as a cancellation of the term because of our conversation. You will note that the salesman modified the contract in several other ways including cancellation of the installation fee and a reduction in price. These were all discussed. The only thing that does not match with what he told me is the contract term.2. My wife was interrupted more than once during the survey, and clearly distracted by our small children and her grandfather as she asked the surveyor to repeat themselves.3. They have refused to provide me with terms for cancellation. Instead, they have just argued with me about whether or not I was misled.4. They also refuse to negotiate a reduction in the term.5. I contacted them inside of 30 days, and I haven't been billed yet as the first month is "free." I still have the option to stop payment. This isn't a buyer's remorse thing, this is a misleading sales practices thing.
Sincerely,
[redacted]

File# [redacted]
Dear Revdex.com,
Please see the attached document in regards to [redacted] monitoring questions. We show that we began monitoring her account on July 27, 2013. Her account was turned off on June 13, 2015. These dates are in accordance with her contract and renewal dates as discussed in the previous email.
This document proves that we have been monitoring [redacted] during her entire contract length. There is no record of an incident in October 2014, but refer to the document once again to see in September 2014, the customer called in and reported a false alarm.
To address the remaining disputes, attached to this response you will also find an audio recording as well as [redacted] installation paperwork. These documents prove she is made fully aware of her contract and who it is with. In this paperwork and audio recording, [redacted] agreed to the initial 5 year contract, however, she was graciously allowed to switch to a 1 year contract after speaking to the owner of the company; a courtesy given to the customer that was not originally what was agreed upon.
We have upheld our end of the contract and expect [redacted] to do the same. She is responsible to pay for the remainder of her contract and all late fees that have occurred due to her non payment. The total balance that has not been paid to date is 394.93 dollars. We intend to collect this money.
Regards,
Customer SupportBP Alarm

Complaint: [redacted]I am rejecting this response because: I did contact their customer service, anumber of times.  Thank ypu foor th suggestion.

Complaint: [redacted]I am rejecting this response because:    October 14, 2014 BP alarm informed me that they were no longer monitoring my system.  They were unable to assist in turning off the false alarm, and no police were summoned, even though the alarm was ringing in excess of an hour. I contacted the owner in Seattle letting him know that BP alarm told me that they were no longer monitoring my system and I would not continue to pay for services not rendered.  He told me that he would not monitor the system because I had written a letter of cancellation outside of the window he set for cancellation.  He said that if I didn't pay the contract forward or relinquish my equipment in exchange for unreceived services, he would take me to court. I am 82 years old with almost a perfect credit score for decades.  I don't cheat my creditors and don't expect my creditors to cheat me.
The last letter I sent dated October 2014 was sent certified mail.  If BP alarm began monitoring my system after that date, they did not inform me of their change.  The system was never used after October 2014.  This is the first time I have heard that BP alarm reinstated my monitoring.  However, they have informed me uncountable times by mailings and phone calls demanding money.  
If they have audio recordings, as the former letter indicates, I'd like to hear them.  If they exist, they will prove the truth of my claims.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I have done as they requested several times and the first time some called us they conveniently no longer works there. He said we could cancel if we oay a certain amount. Which we did and then thought we were done with them. WWe kept getting billed and everytime we called we get a veey rude guy called Mike on the phone. He must be the only person there because its all we get to speak to. He doesnt care and will hang up on you for asking. questions. We then rewrote by hand another two letters and they conveniently never got those. I cant send certified because the only address they will give it a po box. So I cant get proof they received the letters by getting a signature. This is infuriating. I just want out of rhe contract. I did everything they said that I need to do and now it have conveniently added another year to the contract. I dont know what to do. Please listen to me and know that this business is up to no good and they dont care. Please! For me to file with Revdex.com, it has to be a big burden and problem for my family and I. - Sincerely, [redacted]Sincerely,[redacted]

File # [redacted]
 
Dear Revdex.com,
 
[redacted] signed a contract with BP Alarm on July 27, 2013. Her contract was originally for 60 months. After her three day window to cancel expired, [redacted] called the owner of the company to dispute her contract length. The customer was...

already given 3 months for free, and the owner of the company changed her contract length to 12 months to make the customer happy. However, after her initial term was fulfilled she would still be renewed yearly unless cancelled by either of us in writing, 30 days prior to the end of the contract. Please see paragraph 2.4 of the contract in regards to our renewal and cancellation policies.
[redacted] mailed a letter of cancellation on August 30, 2014. The deadline for her current renewal was May 27, 2014. Because she missed that deadline, her contract renewed for another 12 month period. We processed her cancellation and as of June 2015 she has not been charged for monitoring services. However, her account is past due, and due to non payment is receiving late charges every month that it goes unpaid.
We as a company have a right to notify [redacted] that her account is past due. Her account is currently over 120 days past due and she owes $394.93 dollars. We intend to uphold this contract and collect the money that has not been paid to us.
 
 
Regards,
 
 
Customer SupportBP Alarm

Dear Revdex.com,We called Mr. & Mrs. [redacted] to pick up our equipment & to return any of their equipment. They said they had already returned our equipment & DID NOT want us to come out to their home. We would love to return any equipment what our tech took from their home. If they would contact...

us @ [redacted] we will schedule a time for a tech to return their items.RegardsMichael B[redacted]BP Alarm, LLC

Complaint: [redacted]I am rejecting this response because:This is an issue of unacceptable sales practice and customer service. As you pointed out I could have spent the last 3 years avidly reading my alarm contract in my free time, however I would think that something this impactful to any consumer would be pointed out during the sales pitch to avoid any confusion down the road. Apparently other consumers would agree given the amount of legal forums that contain discussions directly related to this subject. There are also a number of other states that have passed statutes that prevent this type of deceptive sales without providing notice to the customer 30-60 days before the autorenew. Unfortunately Washington is not one of those states at this time, but with consumers taking action that will change I have been a loyal customer, paying monthly with the intention to utilize this service in the home that I am moving to and I missed a deadline with no prior notification by 1 business day, and have no option to cancel. I am a sales professional and a business owner and I would not have much repeat business if I treated my customers with that kind of service. Your company gained a years worth of income in exchange for my long term business, personal recommendation and professional respect. Sincerely,[redacted]