C & C Security, Inc.

To whom it may concern: This letter is written in response to the complaint you have received regarding security deposit deductions from the previous tenants at the premises located at *** *** *** ***. The tenants were responsible to return the property in the condition to which
they received it, less wear and tear. We have carefully reviewed the tenant file, as well as unit inspections and digital photos obtained prior to and after the tenants residency. The tenants have stated that, “We left the property in better condition than we received it.” We respectfully disagree. We too, also have detailed photographs of numerous items that were noted as clean on the move in inspection and were very clearly dirty when we conducted the move out inspection. We would also like to note that the move in inspection was signed and executed by all parties. With respect to the preceding opinions on the cleaning, we did feel that the time and monies charged for the cleaning by the vendor was a bit exorbitant. In an effort to be fair we contacted the vendor and expressed our concerns about this charge. The vendors argument was that the kitchen cabinets were very dirty on the interior and exterior sides of them (sticky and not visible at first look) also that almost all of the blinds in the home were dirty and had to be removed and washed. After many negotiations with the vendor, and in an effort for the vendor to keep a good working relationship with Trident they agreed to refund hours of labor on the invoice in the amount of $ In regards to the deduction for the carpet cleaning in the amount of $250.00, this charge is a term of the rental agreement. The property received a professional carpet clean before move in and as stated in the rental agreement, it is the tenant’s responsibility to have the carpets professionally cleaned at move out. This charge will remain a tenant responsibility as per the terms of the rental agreementIn regards to the tint film that the tenants were charged to repair on the back door window: the photograph taken at move in and the photograph taken at move out show very clearly how the film was torn off. In consideration to the length of tenancy we do not justify the damage to be caused by wear and tear. This also will remain a tenant responsibility. During our research we agree with the tenants claims regarding the sink/faucet. We will be giving tenants credit back for the faucet in the master bathroom that was replaced. This was an oversight and charges should have been applied to the owner, as this was determined to be caused by wear and tear. We will credit $for the faucet plus tax of $3.43, and one hour of labor at $per hour, for a total of $ The last item is regarding the landscape. The tenant was charged for a one time mow, edge and blow as well as replacement of sprinkler heads. The amount of time that it takes the vendor to complete the maintenance request does not negate the fact that the work was needed; as documented at move out. Often times sprinkler heads can be damaged as a result of being run over by a car or possible pet damage. At other times they can be as a result of wear and tear. We reached out to the vendor regarding these items and we were unable to determine the exact cause of the damaged sprinkler heads. Because of this we will refund the tenants for the sprinkler head repairs in the amount of $35.00. In our haste to send a check to the previous tenants, some items were overlooked. It is our hope that the Revdex.com understands that it is never our intention to treat any of our tenants unfairly at any time during tenancy or move out. This is in part the reason why we take extensive efforts to document a detailed account of the condition of any home we manage at the beginning of tenancy as well as at the end of tenancy. We anticipate the above clarification conveys that the charges deducted from the tenant’s security deposit were reasonable and for items in excess of wear and tear. We have sent a reimbursement check to the previous tenants in the amount of: $ -Trident Property Management

Mr***,I appreciate your concerns regarding the reported issues and will address your complaints individuallyHowever, I'd like to note that your complaints (valid or not) are not with Trident Property Management, but rather *** *** an their Board of Directors*** *** is not
an apartment complex, and management (Trident) is only authorized to carry out the Board of Directors wishesWe can make suggestions and recommendations, but we do not have the authority to hire or fire vendors nor are we allowed to spend the associations' funds without prior Board authorization (which seems to be the basis of your concerns)All homeowners (members) are welcome to attend the meetings and let their voices be heardOur records do not indicate that you are in fact a member, therefore, we recommend that you voice your concerns with the owner of the unit (or your direct management company if you have one)As a courtesy, I'd like provide you with some detailed information regarding your complaints. I will begin with your complaint related to landscape maintenanceLandscape has been an ongoing issue for the last couple of years due to many variablesThe drought and restricted watering affected the entire property including the turf, vegetation, and treesAnother major contributing factor was the landscape vendorThe current company, *** was bought out by *** and there were changes with the foreman and crews that in turn affected the weekly landscape maintenance of *** ***These concerns were brought before the Board of Directors on a monthly basis by the Landscape Committee Chair along with their reportThe Board took action by requesting the Branch Manager attend the monthly landscape walks and follow up on the outstanding and ongoing issues specifically related to clean up, trimming, and irrigation repairsAugust 26th 2016, the Board requested the Branch Manager attend the regularly scheduled Board meeting to address the residents' and Boards' concern as the landscape contract work was not being accomplished timelyFollowing the meeting, the Board directed both Management and the Landscape Chair to secure new and updated bids for the next month's meeting to reviewThe contract review and interview process took approximately six months and ***'s contract was terminated effective January 21, and *** *** (EG) was hiredOne of their first tasks was to trim the vegetation on the exterior of the masonry wall on the Walerga side to eliminate the homeless camp between the bushes as a safety measure from a reported call and email followed by removing and trimming dead vegetation and overgrown areas with the propertyDuring the drought, the Board also took action and unanimously agreed to maintain the existing landscape and remove dead vegetation and trees only until the drought was liftedThe drought was lifted April 7th of this year and the Board of Directors along with the recommendations from the Landscape Chair has prioritized a list of the most derelict areas within the property needing to be revivedDue to budget restrictions, ongoing vandalism/accidents at both the Walerga and Palmerson gates, addressing reported rodent abatement and all other reported concerns the Board and Management are working together to mitigate and resolve the issues as quickly as possible with the budget.The second issue related to security is unclear in your complaintYou have contacted our office in the past to report security not doing their job and inquired as to why we have securityDuring our conversations, you have expressed your concerns about disturbances and have been informed to contact the police immediately before contacting Management of Security as we are not law enforcementSecurity is hired as a deterrent and to assist with enforcing the rules of *** *** by way of verbal communication, daily reports and if need be by contacting the policeAgain, they are not law enforcement. Lastly, I would like to address complaintsComplaints should be submitted in writing by way of email or via a letter to *** ***, c/o TridentComplaints must be in writing so the Board can review themThe Board of Directors is homeowners within the community you liveThey make the decisions and Management follows their instructionsI serve at the direction of the Board. Again, we appreciate your concerns regarding the above issuesPlease know these issues must be address by your elected Board of Directors at their monthly meetingsI f you would like to observe their process of review and approval of projects, all owners are welcome to attend the monthly meetingsThey are typically held the fourth Thursday each month at 6:pm on-site in the clubhouseAn open forum is provided during the meeting for members to offer their suggestions or comments. Thank you for your time.Regards, *** ***, CCAM

The complainant purchased a security system from our
company on February 11, The complainant signed both our company’s “Sales
and Installation Agreement” as well as our “Monitoring Agreement” on February
11, Our company installed the security system in the complainant’s home
on
February 16, Our company provided the security system monitoring and
extended warranty coverage -- both paid for and received by the complainant -- from
February 16, through February 15,
Our company received a letter dated January 3, 2015,
from the complainant stating he wished to cancel both monitoring and extended
warranty of the security system effective February 15, 2015, at the expiration
of the then current five-year termOur company acknowledged the cancellation
to the complainant and complied with his request to cancel the account/service
with our company effective February 15, The complainant was no longer a
customer of our company beginning February 16, 2015, and through today, October
21, The complainant called our office in early to
mid-October requesting assistanceHis telephone company told him he was
having interference on the home phone from the security systemOur company
reminded the complainant that he was no longer a customer of our company; we
suggested he contact his phone company; we offered a possible quick solution
that may or may not work, noting there could be other issues/complications
involved which we were not going to get involved with because he is no longer a
customer of our companyThere are many other possible options/solutions that
could be tested/suggested by other phone/security system companiesOur company
is under no obligation to provide technical assistance/support to anyone who is
not a current customer of ours
The complainant called our office again about 5:
p.mon October 19, 2015, demanding and screaming at me for the Installer Code
I told the complainant that our company does not give any programming
information (including the Installer Code) about any security system to any
past/current customer or any other companyThis has been our policy for the
last years and continues to be our policyThis policy of not giving any
programming information to anyone is quite common in our industryPlease note
that in the “Extended Warranty” agreement that complainant signed on February
11, 2000, Item #6, last sentence states: “CONTRACTOR (C & C SECURITY, INC.)
retains ownership of proprietary programming and programming chip of this (complainant’s
security) System.” This sentence clearly states that our company retains
ownership of all programming, including the Installer Code, of complainant’s
security system
The keys to this complaint are that the complainant
is no longer a customer of our company by his own cancellation of all services
with our company effective February 15, Effective February 16, 2015, our
company is under no obligation to assist the complainant with any issues regarding
his security system.Also, the “Extended Warranty” agreement that complainant
signed clearly states that our company retains ownership of proprietary
programming and programming chip of complainant’s security systemBecause the
complainant chose to scream at me and demand the Installer Code from our
company on October 19, 2015, in a phone conversation he initiated, our company
requests that any further communication from the complainant to our company be
done in writing, not verbal

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meEven though I feel they shouldn't charge me for the 2nd 3-day noticeSince they gave me days to pay the balance and only gave me days before they sent me another 3-day noticeBut if they need $that bad hey I'll give it to themI like to thank Trident Properties for acknowledging that they made mistakes by rushing the move-out inspection and overlooked several pre-existing conditions and charge me for itI just hope they learned from this experience and this doesn't happen to future tenants.Sincerely, *** ***

The Security System was not properly disconnected from the phone line when service was cancelledI was told by C & C Security, the first time I called about the phone, that the system would not call the monitoring systemThis did not stop the system from taking control of the phone lineI can not stop the security system from taking control of my phone line with out changing the programC & C Security should have changed that feature when the security system monitoring was cancelled.We had the system for years and paid for maintenance but within months after we cancelled the service we started to having problems with the phone line

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

8 January 2018To: Revdex.com (ID#[redacted])From: C&C Security, INC  Subject: Revdex.com Complaint Reference complaint was received from Revdex.com on 8 January 2018. The alarm contract that [redacted] is referring to is not in her name, the name on the contract is [redacted];...

therefore, she should not be filing a case for a contract that is not in her name. She stated she had a power of attorney for him, however she never provided a copy. My name is Carmen C[redacted], Director of Operations and she spoke with me 0/A the first week of Jan 2018. I gave her the courtesy of telling her that I would talk to her even though she was not on the contract. I advised her that the only time we forgive the debt on the contract is if a member is military and they get an assignment out of Cannon AFB NM. This is not the case with [redacted]. According to his wife he was medically retired and the member CHOSE to medically retire to [redacted]. I explained to [redacted] that I had served for 24 years in the Air Force and that when a person is Medically Retired they can elect to depart to wherever they want to go, it is not a forced move. In [redacted]'s case, he was not forced to depart the area, he simply chose/elected to go to another state, therefore the contract in the State of NM is binding. The contract on file that [redacted] signed is for 48 months (he was also provided with a copy when he initially signed the contract). The contract does not expire until 8 May 2019 and we plan on enforcing the contract. The current balance is $844.90 (see attached email from Security Equity Partners Bank). I was also in the office when she spoke to Joshua previously and he was very kind in explaining the situation to her, she chose to interpret the conversation as hostile because she was not getting the answers she wanted. She wanted C&C Security to let her out of the contract and he basically told her it was binding. Please see attached copy of the contract. I have highlighted item 12 that specifically states that the customer does not have the right to terminate this agreement early for convenience. Sincerely,Richard C[redacted] & Carmen C[redacted] Owner/Operator 2 Attachments Contract on [redacted] Email from SEP Bank

Revdex.com (Reference ID [redacted]) 7007 Jefferson St. NE Ste A. Albuquerque, NM 87109 To Whom It May Concern:I receive your letter dated 24 Sep 2015 regarding a compliant submitted by [redacted]. She indeed signed a contract for a Security System 30 Sep 2013 for 60 months. Her contract is...

monitored by [redacted] and the bank that bills her monthly is [redacted] (See attached). I requested a report from [redacted] regarding her system for the past 30 days and she has no failed reports for the self-test information (attached). Her account is working properly.Ms. [redacted] has never contacted this office advising us that she has any problems regarding her security system. We would be more than happy to address her concerns. At this point I can only assume that she is frustrated that she signed a contract and under New Mexico law is obligated to maintain the contract. Additionally, as stated above, the monitoring agency EMERGENCY 24 reflects that her system is set on monthly auto test and the signals are working properly.I have attached a copy of her contract. Please see items number 4, 8 and 9 on form B as well as #10 on form A, Testing and use of equipment. It specifically lists the customers duties. Ms. [redacted] has a complete copy of the signed contract and should read it to make herself aware of her responsibilties regarding this contract.Sincerely, Richard *. C[redacted]CACXC/file

I am rejecting this resolution because of unethical business practices.As stated in my initial complaint my husband was told that C and C would move our security system for us when we inevitability moved. This is untrue. We are now being told we have to pay almost 900 dollars to be able to do anything with it. We were blatanly lied to and deceived by C and C security when signing the contract with them. Furthermore, as Mrs. C[redacted] stated in her reply I am not on the contract and I do have a Power of Attorney for my husband. The Power of Attorney was never requested and Mrs.C[redacted] did little more than ask for my address when she gave me all of the information about the contract. Mrs. C[redacted] also called my place of business and inquired about payment processing issues( the payment had already been provided) on the account in question on 16 Jan 18 at about 1:45 PM MST. As previosuly stated by Mrs. C[redacted] herself the Power of Attorney was never seen and the way Mrs. C[redacted] released all of my husbands personal information so easily is concerning. 
Regards, 
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I am rejecting this response because: These are a few examples of what kind of condition the house was in when we moved in, they didn't have very high standards on how the property looked when we moved in and now suddenly they raised there standards when we moved out. Not to mention, wrongly charging me for things that existed before we moved in such as damages through out the house and replacing the tint on the back door, where as you can see in the photo was already peeling off. Their cleaning crew left the place filthy as you can see the caked on dirt behind the refrigerator and what is more disturbing is that someone already saw dirt behind the refrigerator,  because the water line that connects to the ice-maker was manually disabled. I have other e-mails I will be sending, showing the list of pre-existing conditions that they are now charging me for and pictures of the conditions we left the property in.

[redacted], Thank you for speaking with me today.  I have researched the items that you questioned.  Please see the attached tenant ledger and copies of the 3 day notices in question.  Mr. [redacted] paid rent late on 2 occasions during his entire tenancy.  I have highlighted his tenant ledger (on page 2) the areas to reflect his late payments that were made to us.  We did not apply a late fee for the late payments in July as we provide ALL of our tenants with a 1st time/1 time courtesy late fee waiver.  He paid late again in August of 2017.  This is the month that the $65.00 late fee was charged.    In regards to the 3 day notices.  Mr. [redacted]’s rental agreement states:  Lessee will be charged $20.00 for any 3 day notices served.  We did apply $40.00 for service of the notices, both were served in August of 2017.  You will notice that the days the notices were served coincide along with Mr. [redacted]’s payments reflected on his tenant ledger.  He was served a 3 day notice on August 7th for the rent amount of $1300.00.  He then made payment to us on August 7th in the amount of $600.00.  The second 3 day notice was served on August 9th for the remaining balance owed of $700.00.  These charges are valid and within the terms of the rental agreement.  Please contact me should you need any further clarifications.