Bullet Security Inc.

Review: The owner, [redacted], told me to '*' myself after 3 days of police department and neighborhood complaints and my asking for help. Operators spoken to include [redacted] and more who all to.d me "bullet security is only taking messages that they "may be closed for vacation". I was in disbelief. Local authorities and police were involved in trying to reach Bullet for assistance but they didn't care nor did they respond to Rivervale NJ [redacted]'s calls for days or mine. They collected my money and provided zero security or assistance in my time of need. I've canceled the service and am switching to a real security company like ADT that doesn't 'close for thanksgiving'. If you're looking for security, avoid bullet. They collect your $ and then curse you out while you're worried on Thanksgiving vacation and the neighbors and police are calling THE SECURITY COMPANY ISN'T TRUSTWORTHY OR RELIABLE. SHAM SHAM BUYER BEWARE. Spent money and got cursed out by owner. Have two young kids, frighteningDesired Settlement: Refund my payment for bogus security charges AND REIMBURSE ME FOR TOWN NOISE COMPLAINT CHARGES. HAVE TO APPEAR BEFORE JUDGE FOR MULTIPLE NOISE COMPLAINTS FOR 72 hour non stop alarm going off, 57 RIVERVALE RESIDENT COMPLAINTS OVER 72 hour period about non stop alarms but only 1 call from Bullett in that time period. Will approach small claims court for unresolved fines and unfulfilled security services.

Business

Response:

Dear Sir/Madam:

Please find to follow our response to [redacted]'s complaint with your above mentioned JD#.

Date of Initial contact: November **, 2013 (Saturday)

PLEASE NOTE THAT ALL CALLS GOING OUT AND COMING INTO OUR CENTRAL STATION ARE MONITORED AND RECORDED FOR SECURITY PURPOSES

(Al of these calls pertaining to this incident have been pulled, listened to and transcribed for the dates November **, 2013-November **, 2013)

At 20:25 (8:25 PM) our Central Station received an alarm activation at the [redacted] residence. (Zone 14, Basement

Window).

The premise was called (procedure) in an attempt to get a codeword, there was no answer. Following procedure, the [redacted] Police Department (PLEASE NOTE ALL CALLS GOING INTO THE RIVER VALE POLICE DEPARTMENT ARE RECORDED AND ARE AVAILABLE ONCE A DISCOVERY IS REQUESTED) was called at 20:26 (8:26 PM) Dispatcher #** took the call and Officers are dispatched to check the premise. (PLEASE NOTE THAT RESIDENCE AND BUSINESS OWNERS ARE REQUIRED TO FILL OUT AN ALARM SYSTEM INFORMATION APPLICATION WITH THE RIVER VALE POLICE DEPARTMENT, WHICH ALSO REQUIRES A CONTACT INFORMATION SECTION ON THE APPLICATION, REQUIRING INDIVIDUALS WHO CAN BE CONTACTED TO OPEN THE PREMISE IN CASE OF AN ALARM ACTIVATION AND/OR

PROBLEM)

Central Station, then following procedure, began to call [redacted]'s emergency contact list (which is a standard

form of information collected from the Customer by Bullet Security that requires the home/business owner to give a list of 3-5 emergency contacts who have access to the premise in case of an emergency) a message was left on [redacted]'s

cell phone and since it was not a Jive person contact, [redacted] was also notified from his emergency contact list at 20:34 (8:34 PM), she states in the call that she will try to contact the [redacted]'s as well.

At 20:39 (8:39 PM) [redacted] contacted the Central Station and inquired about the activity of event at his residence. He is given the time line of events and he inquires if the Police Department has called back with information and also states that he finds it coincidental that he is away and his alarm activated, he states that his alarm has never activated prior to this (we have documented activity on the [redacted] residence, whether it is customer error or actual activations, one of these was just a month prior where the wrong codeword was given and the Police had to be dispatched), [redacted] is told that the Police have not called us back to clear the premise as of yet.

At 20:49 (8:49 PM) [redacted] calls the Central Station again to check to see if the premise has checked clear. He is put on hold and at 20:50 (8:50 PM) we contact the [redacted] Police Department to get an update for him. Dispatcher #** replies with, "Officers checked the premise and it has checked secure." Our operator goes back on the line with [redacted] and informs him of the status. Call ends. November **, 2013 (Sunday)

At 14:15 (2:15 PM) [redacted] contacts the Central Station indicating that he was notified by a neighbor that his alarm system was buzzing and ringing. The operator at the Central Station checks our systems to see if we have received any activity from [redacted]'s premise. They check and see that we have NOT received any signals since the previous night, which he was aware of. [redacted] began questioning the operator about what could cause the alarm to activate, how long the siren rings for, does the alarm reset? The operator advises [redacted] that it depends on the type of system at each individual premise, but that he can put him through to a service man and the service man would be able to assist him more then the operator can. [redacted] CLEARLY states on the recording that it is ok and he does not wish to speak with a service man.

THEN THERE ARE NO CALLS FROM [redacted] UNTIL NOVEMBER **, 2013 (A THREE DAY PERIOD) ALSO NOTE THAT BULLET SECURITY OFFICES ARE OPEN MONDAY THROUGH FRIDAY 7:00 AM TILL 18:00 (6:00 PM) AFTER THAT ALL CALLS GO TO OUR U. L. LISTED 24 HOUR CENTRAL STATION

November **, 2013 (Wednesday) - November **, 2013 (Thursday)

[redacted] contacted Bullet Security and my Central Station several times after 20:00 (8:00 PM) - approximately 12:00 AM also leaving voice messages on my cell number.

ALL AUDIO AGAIN IS SAVED AND TRANSCRIBED, INCLUSIVE OF CALLS HE LEFT ON MY CELL PHONE.

"PLEASE NOTE THAT THERE MAY BE RECORDED CALLS OF [redacted] CLEARLY IMPERSONATI NG AN OFFICER OF THE LAW AND THIS MATTER MAY GO IN FRONT OF A DA FOR CRIMINAL CHARGES- AS WELL AS FURTHER LEGAL ACTION TAKEN BY BULLET SECURITY, INC. - SO WE REQUEST ALL THIS HISTORY AND DOCUMENTATION ON TO BE WITHOUT PREJUDICE"

At approximately 21:00-21:30 (9-9:30 PM) I, [redacted] responded to an emergency page from [redacted]. Before contacting [redacted] back, I checked the history (activity) on his account and saw that the last signal received from his premise was on November **, 2013, the above mentioned in detail.

I then called [redacted] on the telephone number he left. When [redacted] answered, I identified that this was [redacted] from Bullet Security, he began yelling into the telephone that he wanted to disconnected his alarm system from Bullet Security immediately. I again tried to engage with [redacted], to try to get him to explain to me instead of yelling and not making sense, however, he continued to yell and scream into the telephone at me. After approximately 5-10 minutes of him rambling and screaming and not making a coherent sentence, I finally asked him if he was drunk? I then told him that I was not going to continue to be screamed at and ended the connection.

At approximately 12:30 AM, an operator at our Central Station telephoned my home and spoke with my wife, [redacted]. The operator stated that [redacted] had been telephoning the Central Station insisting that they disconnect his alarm. He was connected with the Supervisor on staff that morning (12:30 AM November **, 2013) and told that it was impossible for them to disconnect his alarm system and that he would need to speak with myself, or the service man on call to correct the problem, since the Central Station was NOT receiving any alarm activations from his premise since the ONE activation on November **, 2013, mentioned in detail above.

At that point [redacted] asked for all of the details, [redacted]'s contact number, as well as the [redacted] Police Departments telephone number.

[redacted] then telephoned [redacted] and again, he responded in a very hostile manner,

she informed him that if he was not quiet long enough for her to get the facts of what was going on from him, that she would be unable to help him. He let her explain the details of the events that we have documented and then asked him to explain what exactly was going on.

[redacted] explained to her that since the activation on November **, 2013, that his neighbors had been calling

the [redacted] Police Department complaining that his alarm was sounding and annoying them. [redacted]

informed him again, that we had NOT gotten any other activations since the November **, 2013 activation and was it possible that he give us the name of a key holder so that we could meet them at his premise to check the security system. [redacted] again started to get agitated and stated that he did NOT have a key holder. [redacted] expressed that, that could be a problem. [redacted] then stated to [redacted] that he did not know the identity of who had telephoned him prior to her calling him, but that whoever it was had just told him to go F... himself ( I identified myself at the beginning of my conversation with [redacted]) and it had upset him very much since he had two little daughters right there with him. [redacted] responded to [redacted] by telling him that she had been present during the telephone call and that after quite a while of myself, [redacted], trying to calm [redacted], that I had in deed not said that, but asked him if he was intoxicated (her words to [redacted]). At that point [redacted]

began yelling and screaming at [redacted], telling her to disconnect his alarm immediately. She responded by telling him, that she was not able to do that, that she understood his frustration, but that are hands were pretty tied since he did

NOT have a key holder for his premise. [redacted] then began calling [redacted] a [redacted]. Next Tuesday, and [redacted] told him, if in fact his two little daughters were right next to him, that he should be ashamed of his language. She then told him that she was hanging up and giving him some time to calm down. She waited five minutes and called him back, feeling for his frustration and when he answered he asked why she bothered to call back. She told him that she wanted to help him, that she was trying to understand his frustration, but would NOT be spoken to in the manner he was speaking to her. [redacted] said he did not know what she was talking about that she was the one cursing him out. She told him that she would no longer speak to him and hung up.

After [redacted] ended that call with [redacted], she telephoned the [redacted] Police Department and spoke to the Dispatcher on desk that night/morning November **, 2013 at approximately 12:45 - 1:00 AM

When she was speaking to the Dispatcher, she asked if he could send a car back to the [redacted] residence to double check the [redacted]'s telephone lines as well as the basement window, as we were NOT getting activations. The Dispatcher indicated that he would, he also indicated that [redacted] had called in on another one of their Jines. She asked the Dispatcher if Officers checked the premise secure, if he could obtain [redacted]'s permission, that I could meet the

Officers at the premise and break into the premise with the Officers and disable the security system. The Dispatcher

indicated that NO-ONE would do that. At that time [redacted] told the dispatcher that there would be nothing we could do then without a key holder and gave the Dispatcher our telephone numbers to reach me. She also indicated to the Dispatcher that [redacted] wanted to cancel his monitoring service with us, she told the Dispatcher, that she would not call him back with the way he was behaving on the telephone and that if he would fax us a letter indicating that he

wanted to cancel his monitoring then we would be happy to do so, but not with out something in writing indicating that he was requesting it, this is standard practice, for liability reasons. The Dispatcher took our fax number and said he would relay the information to [redacted]. She ended the call.

That morning, November **, 2013 at approximately 9:30 AM, the [redacted] Police Department

contacted me and I told them that I was just heading over to the premise location to see if the siren was accessible from the outside of the house, so I may be able to at least disable the siren there. As I was approaching Faletti Circle (the premise location) from Boar Court, I met two Officers from the [redacted] Police Department, who told me that they had just left the premise with the previous home owner who had gained access into the premise and disabled the security system. The Officers thanked me for coming to the premise and said that there should be no further instances.

I then sent [redacted] TEXT message, which he responded to, and I saved, letting him know what had transpired and restating, that if he wanted to cancel monitoring to please fax us a disconnect letter stating such, I gave him the fax number.

We NEVER received a disconnect letter from [redacted]. On December *, 2013 (Monday)

At 10:30 AM we received a Carbon Monoxide signal from [redacted]'s residence. The premise

was called and [redacted] gave the appropriate codeword, however, due to code, the Fire Department was still dispatched.

[redacted] then called Bullet Security and was connected to me. I assisted him in disarming the alarm. I tried to engage in a conversation with [redacted] regarding the events that had taken place while he was away. [redacted] responded

by saying he had someone there and hung up. That was my last contact with [redacted].

To present day we have NOT received a disconnect letter from [redacted].

When I received this complaint. We immediately pulled all audio, as well as all transcripts of any comments entered into the computers at our Central Station in regards to the [redacted] premise.

All calls are available on recording as well as all transcripts. We are also able to get discovery of all notes and calls to the [redacted] Police Department. We also have the list given to us showing that [redacted] was aware that not only did we ask for a key holder to access his premise in the event of an emergency such as this, but we have the [redacted] Vale

Police Departments application asking the same!

We also listened to all of the audio from November **, 2013 - November **, 2013 to see if there were any calls from

Sergeant [redacted] of the [redacted] Police Department, or anyone from the [redacted] Police Department. When we were unable to locate ANY calls from them (with the exception of the morning of November **, 2013 at 9:30 AM). We contacted Sergeant [redacted] on Friday December **, 2013. [redacted] spoke to [redacted] directly. He indicated that at NO TIME did he EVER try to call Bullet Security. That the only time he or anyone from the [redacted] Police Department would have called Bullet Security, is if Bullet Security would have called in any of the alarms, and since the only one we called in was November **, 2013 and the premise checked secure, there was NO reason for them to contact us. He stated that they had received calls in the neighborhood of the [redacted] premise of an alarm sounding and once they, the [redacted] Police Department located the sounding alarm ([redacted] premise) is when they had contact with [redacted].

PLEASE REMEMBER THAT WAS A CALL THAT WAS RECORDED AND WE CAN REQUEST DISCOVERY OF THAT CALL AS WELL. [redacted]'s Neighbors did call the Police Department directly and make complaints. Sergeant [redacted] did Indicate that to his knowledge NO summons were issued due to the incident. But he could not guarantee it.

SETTLEMENT:

While I can sympathize with [redacted]'s frustration. He has made some pretty severe FALSE statements in his complaint. Not only is it [redacted]'s responsibility to keep updated key holders on his account, he has slandered

my company and myself. I am ALWAYS available to my customers, and if I am not I have several service men who are. My company Bullet Security is open 24 hours, 7 days a week. In 32 years of business, I have never shut my doors for not even one day.

I want this removed and I am not sure to what extent I will continue this case beyond Revdex.com as I am in possession of, as I stated in my answer all of the audio, and transcripts from all of the calls, and can obtain through discovery the [redacted] Police Departments records and audio.

I would also like an apology for [redacted]'s behavior towards the operators at my Central Station and [redacted].

As far as a charge for $250.00 for the alarm system: The security system was Installed for the previous homeowners. We have spoken to them and verified that the alarm system was inclusive in the sale price of the house. Bullet Security, never charged [redacted] for an installation of an existing security system.