Complaint: [redacted] I am rejecting this response because: It is not trueWhen the person showed up to give me the plackard, I told him I did not want the serviceI never touched him, and he did not look unconfortabel to meHow dare they try to blame meShame on them Sincerely, [redacted]
After reviewing the situation, here is the information we gathered. *** *** signed a month agreement for a discounted monthly service fee of for a service that usually ranges from 50-dollars per month. When she called in to cancel, saying she couldn't afford it, our
customer service rep asked her if they could get her rate lowered, would she keep it. Her answer was yes and it was later approved by management. Now, let's go into what Mrs *** has not disclosed. A week after she agreed to keep the service, she called in for technical support on a recorded line. On the recorded line, she told one of our technicians, after he helped her with her issue, that she was going to cancel but decided to keep the service for the rate of 24.99, and asked for a yard sign to be brought to her home. AGAIN, SHE TOLD OUR TECHNICIAN OVER A RECORDED LINE THAT SHE WAS KEEPING THE SERVICE well past her 3-day-right-to-cancel. Several days later, when one of our technicians came by her house to drop off her yard sign that she requested, she told him that when she came home, she forgot to disarm her alarm, walked past the motion detector multiple times, and her alarm didn't go off. She then said she wanted to cancel. After she told our tech how she set the alarm, he realized she did not set her alarm properly for how she wanted it set up. When he attempted to re explain how she should be arming her system when she leaves, *** ***, started physically putting her hands on our technician, yelling "I can't afford it! I want to cancel" . Her putting her hands on him and putting her face close to his, made him very uncomfortable.Any and all of our representatives, when made to feel uncomfortable situation with a customer, are told to immediately leave the premises, and let our corporate office deal with them. Our technician, referred Mrs *** too our corporate office to go over her cancelation options.Here are the facts:1. Mrs *** verbally committed to keeping her service on a recorded line, after she previously tried to cancel.2. Mrs *** stated in her complaint she wanted her money refunded. When she stopped payment on the account, her payments received were charged back to us from our merchant provider. THEREFORE SHE IS NOT OUT ANY MONEY AT THIS POINT. We got charged back $from our merchant for her stopping payment on authorization that she approved multiple times. 3. Once she agreed to keep her alarm after her right to cancel period, our contract is in forceOur technician, who has been with us for several years, for the first time is refusing to go back to her home because of the way she made him feel uncomfortable.5. It is impossible for our customer service representative to use high pressure tactics on a customer trying to cancel , for the simple fact that he has no idea why she agreed to the alarm in the first place. He simply asked her , if he could get the approval of lowering her rate by management, would she keep her service. Her reply was "Yes".Conclusion:Mrs ***'s expense of stopping payment at her bank was Her Choice, that She made After she had authorized us to withdraw money from her account, and after she agreed a second time to keep our services. Therefore, she should be responsible for that, not our company.After doing our due diligence, with the facts stated earlier in this response, we have come to the conclusion of no wrong doing by our company at all. We have also come to the conclusion, that the customer chose to use lack of finances as an excuse to cancel, when the real reason was that she was not wanting to take personal responsibility for not arming her alarm properly, and being frustratedThe agreement that she agreed to over a recorded line, has an early termination fee of 719.71. This leaves us with options. First option is too refer customer to a collections agency for the full amount. Our second option, only as long as customer agrees, is to give our company access to disconnect and pick up our equipment, with equipment in good working order, and pays our company a $fee for damages. The $fee for damages consists of things. First, since the technician assigned to her account is was made to feel uncomfortable in Mrs ***'s presence, we have to assign the account to another technician. That costs us $50. The second part of that fee, is for the $that our merchant provider charged our company back when Mrs *** stopped payment on her authorization that she previously agreed to. The second option would stop and eliminate any collection efforts. If we do not get confirmation from Mrs *** by April 28, 2017, for the latter of the options, we will assume send her account to collections. As you can see, we are being very reasonable to resolve this situation in a fair manner for both parties. It is the opinion of our management team, that the second option is more than fair.C-Pro Security
Since January 2016, we have been in contact with Mrs *** multiple times. She never once made us aware of anything that she was unsatisfied with. For example, May of 2016, when her ACH payment failed, and our representative called her for new billing
information, she gave him her new billing information with no mention at all whatsoever of anything that she was not satisfied with. This was months after her medical alert system was installed. In June 2017, her ACH payment failed again for "invalid account". Our representatives called and left Mrs *** several messages to try to get her correct billing information to get her account current. She never returned the calls. We finally got hold of her just a few days before she wrote this complaint. She told our representative that she wanted to cancel. The representative reminded her that she was still under contract for service and that there was a balance still owed There was also late fees and failed payment fees that the company was willing to waive just for her to get her account current Mrs *** then told our representative that she was going to get the correct billing information from her bank and call us back. Instead of calling back, she wrote a complaint to the Revdex.comAll customers are provided with our contact information on their copies of the paperwork they sign. Our phone number is also displayed on the medical alert unit in the home. What our company has found troubling, is that Mrs *** complained after, and only after, our representative reached her via telephone in attempt to get new billing information to keep her bill current, over a year later.Our conclusion, is that if Mrs *** was unhappy she should have communicated with us shortly after signing up for our services, not over months later. She was also being dishonest in ways. First, she didn't return our phone calls for almost months that our company was callling, providing service, and leaving voice messages on her voicemail. Second, she told our representative she would get her new billing information and call us back the following day to get her account current and did not. Therefore, our company is enforcing the terms on the agreement that Mrs *** has signed. If she does not get her account current in the next days, and fulfill the agreement that she signed, we will send her account to a collection agency for the remaining balance and the equipment
Complaint: ***
I am rejecting this response because: I did, after a couple of months, every time I did the testI spoke to whoever responded to the test; but, it now seems that because I did not speak to some specific person, whoever that was supposed to be, it was as if I had not said anything at all as far as the company is concernedI was told only in one of the last conversations I had with someone that I had not called the number I should have calledI pushed my button to test and connect with the companyDuring conversations with the company I began taking extensive notes while speaking with who ever was connected to the number their message told me to call. I understand from what the company wrote that they intend to sell my account to some unsuspecting collection companyI think this is unfortunate that they would get their much desired funds from an innocent company.To put my situation plainly, I cannot nor will I pay for service I feel is contrary to this industry's serviceI have worked with several companies over the years and there has always been a way to terminate service when my situation changedI have always sent back the equipment (with this present company I have no address to send the equipment back to and was not told when I asked for one.) Also, it has been the industry standard to either charge nothing extra or only a small portion of what was remaining on the contractI feel that if I had died my mate would have had to keep this unneeded service or at least pay the entire amount of what they say is left on the contract. I have no need of their service any longer because I have finally had surgery to correct the major portion of the reason I desired their type of serviceAlso, my mate has retired so even had I not had the surgery I still would have no need for this serviceIt seems to make little difference to this company how I came to sign their paper, given definitely misleading information and that I have no need for themInstead of being happy for me with my improvement or even be understanding they have chosen to hold their hand out for funds not earned
I do admit that I am angry with myself and also the company for having bought the line the nice clean-cut looking young men that came to my door that one dayHowever, that does not make what they stated and read to me really true factI feel they ought to act in the manner I have observed as the industry standardwhy they have an unreasonably long contract from what I've been told it is 5-years when the standard is month-to-month or 1- to 2-years and there was still a way to terminate early as stated above.I am upset and feel I have been taken advantage of by a combination of my age and disabilitiesOK, I've said what I think and feelNow if this company will just let me know where to send their equipment I will do so post-haste
Sincerely,
*** ***
Issue has been resolved with customer over phone. She has scheduled a technician to uninstall the alarm for today. Once uninstalled, the account will be closed and settled.
That has never happened before, but we've got it resolved.
Our representative spoke with [redacted]. He went over her payment schedule, which she understood and agreed with. She thanked him for calling, apologized complaining to the Revdex.com, and said she'd withdraw the...
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.
I hope their will be a need to contact me again, after I settled with $150.00.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is not true. When the person showed up to give me the plackard, I told him I did not want the service. I never touched him, and he did not look unconfortabel to me. How dare they try to blame me. Shame on them.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because: It is not trueWhen the person showed up to give me the plackard, I told him I did not want the serviceI never touched him, and he did not look unconfortabel to meHow dare they try to blame meShame on them Sincerely, [redacted]
After reviewing the situation, here is the information we gathered. *** *** signed a month agreement for a discounted monthly service fee of for a service that usually ranges from 50-dollars per month. When she called in to cancel, saying she couldn't afford it, our
customer service rep asked her if they could get her rate lowered, would she keep it. Her answer was yes and it was later approved by management. Now, let's go into what Mrs *** has not disclosed. A week after she agreed to keep the service, she called in for technical support on a recorded line. On the recorded line, she told one of our technicians, after he helped her with her issue, that she was going to cancel but decided to keep the service for the rate of 24.99, and asked for a yard sign to be brought to her home. AGAIN, SHE TOLD OUR TECHNICIAN OVER A RECORDED LINE THAT SHE WAS KEEPING THE SERVICE well past her 3-day-right-to-cancel. Several days later, when one of our technicians came by her house to drop off her yard sign that she requested, she told him that when she came home, she forgot to disarm her alarm, walked past the motion detector multiple times, and her alarm didn't go off. She then said she wanted to cancel. After she told our tech how she set the alarm, he realized she did not set her alarm properly for how she wanted it set up. When he attempted to re explain how she should be arming her system when she leaves, *** ***, started physically putting her hands on our technician, yelling "I can't afford it! I want to cancel" . Her putting her hands on him and putting her face close to his, made him very uncomfortable.Any and all of our representatives, when made to feel uncomfortable situation with a customer, are told to immediately leave the premises, and let our corporate office deal with them. Our technician, referred Mrs *** too our corporate office to go over her cancelation options.Here are the facts:1. Mrs *** verbally committed to keeping her service on a recorded line, after she previously tried to cancel.2. Mrs *** stated in her complaint she wanted her money refunded. When she stopped payment on the account, her payments received were charged back to us from our merchant provider. THEREFORE SHE IS NOT OUT ANY MONEY AT THIS POINT. We got charged back $from our merchant for her stopping payment on authorization that she approved multiple times. 3. Once she agreed to keep her alarm after her right to cancel period, our contract is in forceOur technician, who has been with us for several years, for the first time is refusing to go back to her home because of the way she made him feel uncomfortable.5. It is impossible for our customer service representative to use high pressure tactics on a customer trying to cancel , for the simple fact that he has no idea why she agreed to the alarm in the first place. He simply asked her , if he could get the approval of lowering her rate by management, would she keep her service. Her reply was "Yes".Conclusion:Mrs ***'s expense of stopping payment at her bank was Her Choice, that She made After she had authorized us to withdraw money from her account, and after she agreed a second time to keep our services. Therefore, she should be responsible for that, not our company.After doing our due diligence, with the facts stated earlier in this response, we have come to the conclusion of no wrong doing by our company at all. We have also come to the conclusion, that the customer chose to use lack of finances as an excuse to cancel, when the real reason was that she was not wanting to take personal responsibility for not arming her alarm properly, and being frustratedThe agreement that she agreed to over a recorded line, has an early termination fee of 719.71. This leaves us with options. First option is too refer customer to a collections agency for the full amount. Our second option, only as long as customer agrees, is to give our company access to disconnect and pick up our equipment, with equipment in good working order, and pays our company a $fee for damages. The $fee for damages consists of things. First, since the technician assigned to her account is was made to feel uncomfortable in Mrs ***'s presence, we have to assign the account to another technician. That costs us $50. The second part of that fee, is for the $that our merchant provider charged our company back when Mrs *** stopped payment on her authorization that she previously agreed to. The second option would stop and eliminate any collection efforts. If we do not get confirmation from Mrs *** by April 28, 2017, for the latter of the options, we will assume send her account to collections. As you can see, we are being very reasonable to resolve this situation in a fair manner for both parties. It is the opinion of our management team, that the second option is more than fair.C-Pro Security
Since January 2016, we have been in contact with Mrs *** multiple times. She never once made us aware of anything that she was unsatisfied with. For example, May of 2016, when her ACH payment failed, and our representative called her for new billing
information, she gave him her new billing information with no mention at all whatsoever of anything that she was not satisfied with. This was months after her medical alert system was installed. In June 2017, her ACH payment failed again for "invalid account". Our representatives called and left Mrs *** several messages to try to get her correct billing information to get her account current. She never returned the calls. We finally got hold of her just a few days before she wrote this complaint. She told our representative that she wanted to cancel. The representative reminded her that she was still under contract for service and that there was a balance still owed There was also late fees and failed payment fees that the company was willing to waive just for her to get her account current Mrs *** then told our representative that she was going to get the correct billing information from her bank and call us back. Instead of calling back, she wrote a complaint to the Revdex.comAll customers are provided with our contact information on their copies of the paperwork they sign. Our phone number is also displayed on the medical alert unit in the home. What our company has found troubling, is that Mrs *** complained after, and only after, our representative reached her via telephone in attempt to get new billing information to keep her bill current, over a year later.Our conclusion, is that if Mrs *** was unhappy she should have communicated with us shortly after signing up for our services, not over months later. She was also being dishonest in ways. First, she didn't return our phone calls for almost months that our company was callling, providing service, and leaving voice messages on her voicemail. Second, she told our representative she would get her new billing information and call us back the following day to get her account current and did not. Therefore, our company is enforcing the terms on the agreement that Mrs *** has signed. If she does not get her account current in the next days, and fulfill the agreement that she signed, we will send her account to a collection agency for the remaining balance and the equipment
Complaint: ***
I am rejecting this response because: I did, after a couple of months, every time I did the testI spoke to whoever responded to the test; but, it now seems that because I did not speak to some specific person, whoever that was supposed to be, it was as if I had not said anything at all as far as the company is concernedI was told only in one of the last conversations I had with someone that I had not called the number I should have calledI pushed my button to test and connect with the companyDuring conversations with the company I began taking extensive notes while speaking with who ever was connected to the number their message told me to call. I understand from what the company wrote that they intend to sell my account to some unsuspecting collection companyI think this is unfortunate that they would get their much desired funds from an innocent company.To put my situation plainly, I cannot nor will I pay for service I feel is contrary to this industry's serviceI have worked with several companies over the years and there has always been a way to terminate service when my situation changedI have always sent back the equipment (with this present company I have no address to send the equipment back to and was not told when I asked for one.) Also, it has been the industry standard to either charge nothing extra or only a small portion of what was remaining on the contractI feel that if I had died my mate would have had to keep this unneeded service or at least pay the entire amount of what they say is left on the contract. I have no need of their service any longer because I have finally had surgery to correct the major portion of the reason I desired their type of serviceAlso, my mate has retired so even had I not had the surgery I still would have no need for this serviceIt seems to make little difference to this company how I came to sign their paper, given definitely misleading information and that I have no need for themInstead of being happy for me with my improvement or even be understanding they have chosen to hold their hand out for funds not earned
I do admit that I am angry with myself and also the company for having bought the line the nice clean-cut looking young men that came to my door that one dayHowever, that does not make what they stated and read to me really true factI feel they ought to act in the manner I have observed as the industry standardwhy they have an unreasonably long contract from what I've been told it is 5-years when the standard is month-to-month or 1- to 2-years and there was still a way to terminate early as stated above.I am upset and feel I have been taken advantage of by a combination of my age and disabilitiesOK, I've said what I think and feelNow if this company will just let me know where to send their equipment I will do so post-haste
Sincerely,
*** ***
Issue has been resolved with customer over phone. She has scheduled a technician to uninstall the alarm for today. Once uninstalled, the account will be closed and settled.
That has never happened before, but we've got it resolved.
Our representative spoke with [redacted]. He went over her payment schedule, which she understood and agreed with. She thanked him for calling, apologized complaining to the Revdex.com, and said she'd withdraw the...
complaint.
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.
I hope their will be a need to contact me again, after I settled with $150.00.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: It is not true. When the person showed up to give me the plackard, I told him I did not want the service. I never touched him, and he did not look unconfortabel to me. How dare they try to blame me. Shame on them.
Sincerely,
[redacted]