Cam Security Inc.

September 2016This letter is in response to a complaint filed by our client, *** *** *** *** *** *** ** *** dated August 26, Cam Security has provided video camera, alarm monitoring and related service calls at the property since July
In July 2015, our company became aware of a lost signal from the alarm panel of the *** alarm system It was no lon**r supported by the existing ** cellular back up, as the *** *** towers converted to a 4G system not compatible with the *** alarmOur records indicate the ***s were advised of the situation via telepone on July 9, On August 8, Cam Security offered the ***s a complimentary upgrade valued at $2, Upgrades consist of a new control panel, keypad, sensors, detectors and in this case, a cellular back up system The upgrade generally requires 1-days to install The ***s did not accept the offer Cam Security advised via telephone calls and voice mail messages again in November and in March that no signal was being sent from the alarm panel Cam Security continued to monitor the account and the ***s continued to pay for the services At no time did Cam Security receive a cancellation notice from the client to discontinue services On August 23, Mrs*** contacted our office requesting service due to contractors having cut through some wires at the property she felt may have damaged the alarm system Service was scheduled and provided on August 26, Our Operations Manager, Robert K***, serviced the account on August 26, His assessment of the alarm system was unchan**d from previous advisory's to the client The system was failing and required an upgrade Mr*** phoned our offices and spoke with Account Manager Joanne B*** on the same date MsB*** was unable to relay the facts of the situation as Mr*** was upset at the time of the call She did phone him on August 30th, to review the history of the account and reiterate that Cam Security has continually monitored the alarm account It was also made clear to Mr*** that our offer of the free upgrade was still open should they wish to accept Mr*** declined the upgrade offer stating only that he wished a refund of the monitoring services fees for the period of time the signal was lost We agreed and a refund was mailed to Mr*** via check # ***. In good faith, we have terminated our five year contract that we had with Mr *** Respectfully,Asa I***President, Cam Security, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

From: Nathalie M. [mailto:[email protected]] Sent: Wednesday, December 30, 2015 9:39 AMTo: Kaina Kelley <[email protected]>Subject: #11007750, Nathalie MorigamiDear Kelley,Thank you for your assistance.Since I am leaving in the morning today for the business trip,I don't have time to make a response within 7 days.I will respond when I come back in Jan.I attached the document which I wanted to upload when I made a complaint.In case you cannot open the document, I will send the same onefrom another email address; star [email protected] you,Happy New Year!Nathalie Morigami

Dear Ms. [redacted]:This letter is in response to the letter from CAM Security received on January 12, 2016. As to the actual facts, Ms. [redacted] 's alarm system comprises of 6 partitions:  1. First floor of Main house, 2. Tatami room, 3. Basement , 4. Cottage, 5. Garage, and 6. Second floor Main house. All 6 partitions were fully armed and working in June 2015, so that if anyone broke into the house, it will trigger the alarm. She was informed that the only thing that needed repair was the cell back up system, in the event the phone lines went down. Therefore, the cell back up system was optional for the home owner to allow transmission of signal in the event of down phone lines, as evidenced by CAM Security's options offered.CAM Security provided Ms. [redacted] with 2 options to select from:1. Give up the cell back up system and the monthly monitoring fee would be reduced by$25.00OR2.  Have CAM Security update and replace the cell back up system free of charge.Ms. [redacted] selected option 2, to have the cell back up system replaced and associated work thereto completed at her home free of charge.  On July 29, 2015, technician Robert K[redacted] came to the house with Invoice dated July 24, 2015, already prepared which he handed to Ms. [redacted]. The invoice numbered [redacted] promised to provide labor and materials of $9,735.00 at no charge, which included the cell back system.Robert stated that this job will take 3 full days with 2 men to complete. However, that never happened once he started working on the job.  Generally, it was just 1 technician for a couple of hours here and there intermittently scheduled.  Ms. [redacted] Revdex.comJanuary 15, 2016Page 2Even though the [redacted] tickets stated, for example, from 9 a.m. to 2 p.m.. a technician was never there for this entire period of time. It was just an hour here or there within that time frame and it was just for the most part 1 technician. Robert explained to Ms. [redacted] that he was frustrated with CAM Security because there were insufficient number of technicians to timely address allof the customer's alarm system repairs.  Therefore, he could only go by himself to Ms. [redacted] 's house for an hour or two and interspersed between days even though this was a 2 man -3 full day job.   This frustration is evidenced in [redacted] Ticket dated August 20, 2015, when Robert wrote, "Need another experienced alarm tech like Brad to diagnose system.Reschedule with 2 guys, me and Brad and not by myself.  It's too big a job for one person." Robert was terminated from CAM Security sometime between September and October 2015. (Exhibit 1)Although CAM Security claims as a ''fact".in their response. that the upgrade was completed and "installed and is functioning", each and every single CAM Security [redacted] ticket evidences the contrary, that the upgrade was and is still incomplete. AU [redacted] tickets/invoices stated work notes required that the technician must, ·'Complete alarm invoice [redacted]", "Completealarm upgrade installation", or "Complete upgrade from 9/ 15/ 15." In fact it is very important to note that the last visit to the house on October 5, 2015, evidenced by their own technician's admission on Invoice numbered [redacted] stated, "Need assistance and a full day or more to get this system up a nd running." Nothing has been done since October 5, 2015 to repair the alarm. No further technicians have come to the finish the upgrade. it is still status quo, and the alarm system is still not "up and running". This last visit also stated that the upgrade still needed to be completed from September 15, 2015. (Exhibit 2).CAM Security continues to claim that they have "installed" the cell back computer pad but what they failed to disclose is that it is not "connected", so it is not ··up and running." It is useless if it is not connected.  Further, on invoice numbered [redacted], CAM Security promised free materials and labor for all items listed on that invoice not just the cell back up computer.   Most of what were listed were never installed.  There were approximately only 3-4 transmitters installed out of the 35 transmitters promised.  Wireless glass break sensor, wave 2 siren, and, wireless photoelectric beam detector, were also never installed . These uninstalled items total approximately $7135.00 of the $9735.00. Instead these same materials and labor charges are being charged under a newly created Invoice [redacted] dated October 8. 2015. for the amount of$5,640.00.  It is apparent that the upgrade was never completed , and now CAM Security wants$5,640.00 to finish the upgrade. Anyone would logically have issue with the fact that materials once quoted as being free, are now being charged.  Ms. [redacted] Revdex.comJanuary 1S, 2016Page 3During this entire time, from June 20 I S through the present, the alarm system was either completely not working for the entire house or only working for part of the house.  Yet CAM Security is demanding the Ms. [redacted] pay the monitoring fee during this time. Further, although CAM Security makes it seem as though Ms. [redacted] is delinquent in payment, she sent in a check number [redacted] on June 10, 2015 for the period of June 201 5 -December 201 5. CAM Security lost this check.  (Exhibit 3). The next bill is for the time period of January 1, 2016 -June 30, 2016, which has yet to accrue, despite claiming delinquent payment.  (Exhibit 4).CAM Security responds that they have submitted evidence of alarm activity since the upgrade to prove that the alarm is functioning. The only activity they submitted that I have seen is from June 11 -August 3, 20 15, which still shows "no timer received" (meaning no signal) at least through August 3. 201 5. The alarm activity showing "no timer received"' only supports our position that at Least through August 3, 2015, they were not receiving an alarm signal.Suffice it to say that, presently, only 3 of the 6 partitions have a working alarm system while the remaining 3 do not.  This means only half of the house has a working alarm system (cell back system or not).  This is as opposed to all 6 partitions working back in June 2015, prior to any CAM Security technicians coming to the house.  One only needs to go to the house to see that only half the house has a working alarm system now in place.It is quite upsetting that CAM Security's technicians disabled half the house and is now seeking payment of $5,640.00 to get if fully armed again.  This is unacceptable.  They need to finish the work they started.  We are only, in all fairness, asking that CAM Security fix the problem so that the house is once again fully armed as it used to be, with a fully ''connected" cell back system, as promised. We will then agree to pay for the monthly monitoring fee from that point on.

12 September 2016This letter is in response to a complaint filed by our client, [redacted] [redacted] dated  August 30, 2016.  1. Cam Security has provided a video camera system at the property since January 26, 2016.  2. On August 30, 2016, following...

a manufacturer’s firmware upgrade to the digital video recorder (DVR), Mr. [redacted] notified our offices that he was not happy with the features or functions of the new version of firmware.  He specifically listed diminished recording capacity and loss of alerts from the system.  This was the first service inquiry received since the initial installation.3. After our IT Coordinator attempted some remote support, it was determined the best solution was to replace the DVR with a new unit.  This was acccomplished on September 1, 2016.   As the system is under warranty, there was no cost to the client.4.  The [redacted]s left on vacation later that same day and returned from their trip on September 10, 20165.  Our Account Manager followed-up in a phone call with Mr. [redacted] on September 10, 2016.  At that time, he expressed satisfaction with the product and prompt services received from Cam Security.  Respectfully,Asa I[redacted]President, Cam Security

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.
Sincerely,
[redacted]

Hard copy is attached with exhibits.  Body of the letter is copied below.
Complaint: [redacted]
I am rejecting this response because:Dear Ms. [redacted]:
This letter is in response to the letter from CAM Security
received on January 12, 2016.  As to the
actual facts, Ms. [redacted]’s alarm system comprises of 6 partitions:  1.  First
floor of Main house, 2.  Tatami room,
3.  Basement, 4.  Cottage, 5. 
Garage, and 6. Second floor Main house.  
All 6 partitions were fully armed and working in June 2015, so that if
anyone broke into the house, it will trigger the alarm.  She was informed that the only thing that
needed repair was the cell back up system, in the event the phone lines went
down.  Therefore, the cell back up system
was optional for the home owner to allow transmission of signal in the event of
down phone lines, as evidenced by CAM Security’s options offered.
CAM Security provided Ms. [redacted] with 2 options to select
from: 
 Give up the cell back up system and the
monthly monitoring fee would be reduced by $25.00
OR
Have CAM Security update
and replace the cell back up system free of charge.
Ms. [redacted] selected option 2, to have the cell back up
system replaced and associated work thereto completed at her home free of
charge.  On July 29, 2015, technician
Robert K[redacted] came to the house with Invoice dated July 24, 2015, already
prepared which he handed to Ms. [redacted]. 
The invoice numbered [redacted] promised to provide labor and materials of
$9,735.00 at no charge, which included the cell back system.
Robert stated that this job will take 3 full days with 2 men
to complete.  However, that never
happened once he started working on the job. 
Generally, it was just 1 technician for a couple of hours here and there
intermittently scheduled. Even though the [redacted] tickets stated, for example, from 9
a.m. to 2 p.m., a technician was never there for this entire period of time.  It was just an hour here or there within that
time frame and it was just for the most part 1 technician.  Robert explained to Ms. [redacted] that he was
frustrated with CAM Security because there were insufficient number of
technicians to timely address all of the customer’s alarm system repairs.  Therefore, he could only go by himself to Ms.
[redacted]’s house for an hour or two and interspersed between days even though
this was a 2 man – 3 full day job.   This
frustration is evidenced in [redacted] Ticket dated August 20, 2015, when Robert
wrote, “Need another experienced alarm tech like Brad to diagnose system.  Reschedule with 2 guys, me and Brad and not
by myself.  It’s too big a job for one
person.”  Robert was terminated from CAM
Security sometime between September and October 2015. (Exhibit 1)
Although CAM Security claims as a “fact”, in their response,
that the upgrade was completed and “installed and is functioning”, each and
every single CAM Security [redacted] ticket evidences the contrary, that the
upgrade was and is still incomplete.  All
[redacted] tickets/invoices stated work notes required that the technician must,
“Complete alarm invoice [redacted]” , “Complete alarm upgrade installation”,  or “Complete upgrade from 9/15/15.”  In fact it is very important to note that the
last visit to the house on October 5, 2015, evidenced by their own technician’s
admission on Invoice numbered [redacted] stated, “Need assistance and a full day or more to get this system up
and running.”  Nothing has been
done since October 5, 2015 to repair the alarm. 
No further technicians have come to the finish the upgrade, it is still
status quo, and the alarm system is still not “up and running”.   This last visit also stated that the upgrade
still needed to be completed from September 15, 2015. (Exhibit 2). 
CAM Security continues to claim that they have “installed” the
cell back computer pad but what they failed to disclose is that it is not “connected”,
so it is not “up and running.” It is useless if it is not connected.  Further, on invoice numbered [redacted], CAM
Security promised free materials and labor for all items listed on that invoice
not just the cell back up computer.   Most
of what were listed were never installed. 
There were approximately only 3-4 transmitters installed out of the 35
transmitters promised.  Wireless glass
break sensor, wave 2 siren, and, wireless photoelectric beam detector, were also
never installed. These uninstalled items total approximately $7135.00 of the
$9735.00.  Instead these same materials and
labor charges are being charged under a newly created Invoice [redacted] dated
October 8, 2015, for the amount of $5,640.00.  It is apparent that the upgrade was never
completed, and now CAM Security wants $5,640.00 to finish the upgrade.  Anyone would logically have issue with the
fact that materials once quoted as being free, are now being charged. 
During this entire time, from June 2015 through the present,
the alarm system was either completely not working for the entire house or only
working for part of the house.  Yet CAM
Security is demanding the Ms. [redacted] pay the monitoring fee during this
time.  Further, although CAM Security
makes it seem as though Ms. [redacted] is delinquent in payment, she sent in a
check number [redacted] on June 10, 2015 for the period of June 2015 – December 2015.  CAM Security lost this check.  (Exhibit 3). 
The next bill is for the time period of January 1, 2016 – June 30, 2016,
which has yet to accrue, despite claiming delinquent payment.  (Exhibit 4).
CAM Security responds that they have submitted evidence of
alarm activity since the upgrade to prove that the alarm is functioning. The
only activity they submitted that I have seen is from June 11 – August 3, 2015,
which still shows “no timer received” (meaning no signal) at least through
August 3, 2015.  The alarm activity
showing “no timer received” only supports our position that at least through
August 3, 2015, they were not receiving an alarm signal. 
Suffice it to say that, presently, only 3 of the 6
partitions have a working alarm system while the remaining 3 do not.  This means only half of the house has a
working alarm system (cell back system or not). 
This is as opposed to all 6 partitions working back in June 2015, prior
to any CAM Security technicians coming to the house.  One only needs to go to the house to see that
only half the house has a working alarm system now in place.  
It is quite upsetting that CAM Security’s technicians disabled
half the house and is now seeking payment of $5,640.00 to get if fully armed again.  This is unacceptable.  They need to finish the work they
started.  We are only, in all fairness,
asking that CAM Security fix the problem so that the house is once again fully
armed as it used to be, with a fully “connected” cell back system, as
promised.  We will then agree to pay for
the monthly monitoring fee from that point on.  
Very truly yours,
[redacted]
Copy To:
[redacted] and [redacted]
CAM Security
[redacted]
Sincerely,
[redacted]

Thank you for the message.Yes. This issue was resolved.Thank you.

This letter is in response to a complaint filed by our client, [redacted], dated  December 21, 2015.  1. Cam Security has provided alarm monitoring and [redacted] calls at the property since December 2009.  While the alarm system may well have been...

purchased and installed in 2003 at the price of $7,890.50, it was with another vendor, not with Cam Security.  We opened our business in 2006.  Enclosure (1).2. The property consists of a main house and a cottage.  In July 2015, the [redacted] alarm system, was no longer supported by the existing ** cellular back up, as the [redacted] towers converted to a 4G system not compatible with the [redacted] alarm.3. Cam Security offered Ms. [redacted] a complimentary upgrade valued at $9735.00.  Upgrades consist of a new control panel, keypad, sensors, detectors and in this case, a cellular back up system.  The upgrade generally requires 1-2 days to install.  Ms. [redacted] accepted the offer.  Enclosure (2).4. July 29, 2015 Cam Security started the upgrade.  As evidenced by the attached eight pages (8) of documented [redacted] visits, our technicians were unable to facilitate the upgrade due to wiring issues with the original installation.  All throughout this process, Lead Technician Robert K[redacted] and our Office Manager Colleen S[redacted] maintained communications with Ms. [redacted].  Cam Security did install the upgrade as promised.  [redacted] records are attached as Enclosure (3).5.  There are continuing issues with the alarm system.  The original alarm system is over 10 years old.  The wiring is corroded in many areas.  There are many splice points.  Spare wires cannot be located.  Wiring is located at inaccessible points.  This situation necessitates additional work above and beyond the complimentary upgrade offed to the client. 6. On October 5, 2015 Sales Coordinator Adam I[redacted] had a scheduled appointment to meet with Ms. [redacted] to estimate additional work required to have the alarm operate at its full capacity.  To date, the additional work has not been approved.  That estimate is appended as Enclosure (4).7.  During the time the upgrade work was in progress, Cam Security deferred all monitoring fees.  It is worth mentioning that at present, there are two (2) outstanding invoices for monitoring [redacted]s totaling $738.22.  One is more than 90 days in arrears.8.  In mid October Account Manager Joanne B[redacted] began communicating with Ms. [redacted].  Ms. B[redacted] spoke with the client on numerous occasions, reviewed our files and later arranged a meeting at the property with Ms. [redacted], Operations Manager John M[redacted] and a Lead Technician.  This was done in an effort to come to a solution and understanding with the client regarding the additional work.9.  Cam Security fulfilled their obligation to the client.  The alarm system, while not at full capacity, is functional and operating.   Enclosure (5) is a screenshot of the system’s recent activity as recorded by the National Monitoring Center.  The activity and weekly timer test are a testament the upgrade Cam Security installed is complete.10.  We value Ms. [redacted]’s long standing business and loyalty.  Unfortunately, in this instance, we have been unable to satisfy.  We believe we have fulfilled our promise to deliver a product.  However, we cannot reasonably be expected to replace/rebuild an aging alarm system for free and certainly not a system our company did not install nor warranty.  Respectfully,[redacted] I[redacted]CEO, Cam Security

11 January 2016This letter is in response to a complaint filed by our client, [redacted]        RE: Letter of Ms. [redacted]1. As a bit of background and terminology: Cellular backup is an alternative to landline connections when it comes to home security. Breaches to landlines can happen, which prevent notifying the security monitoring company in the case of a break-in. These breaches could be for any number of reasons, ranging from power outages to burglars cutting the lines.  Because cellular connections are wireless, backup does not depend on landlines to communicate with the security monitoring company. This means having a cellular backup for your security system will help it work, even if the landline fails, so the security monitoring company is still notified if something triggers your system.  Ms. [redacted]’s existing home alarm system consisted of a [redacted] alarm panel with a [redacted] (**) 3G cellular backup.  In the summer of 2015, ** upgraded their towers to 4G, causing communication between the tower and the cellular backup to fail.  Without a signal from the cellular, the alarm system was unable to communicate or send any signals to the monitoring center.2. Cam Security researched the matter following reports from our monitoring center that Ms. [redacted]’s system was not sending signals.  We had reports of “no timer test” received.  We investigated further and advised Ms. [redacted] of the ** signal incompatibility and communication failure.  Cam Security offered an upgrade, valued at $9,735.00, to the existing system which was accepted by the client.  As previously stated, the upgrade offered consisted of a new control panel, keypad, sensors, detectors, and a cellular backup.  The upgrade, as offered, has been installed.  At no time did Cam Security offer to, or insinuate that we would replace the entire existing alarm system and replace all wires (which would be almost impossible to complete without tearing open walls).  Ms. [redacted] is mistaken in stating Cam Security demanded Ms.[redacted] pay $5,640.00 as per Invoice #[redacted] dated October 8, 2015, listed as Exhibit 2 in her letter.  That document is one Cam Security submitted to the Revdex.com last month as an Enclosure with our initial response.  It is an Estimate of additional work required, awaiting Ms. [redacted]’s approval.3.  Ms. [redacted] states in her letter the alarm system was “fully functional” prior and that Cam Security is misleading in our statements.  Attached is a snapshot of signal communications, or lack thereof, in June 2015, prior to Cam’s offer of an upgrade proving otherwise.  Event history from [redacted] starting from 6/1/15 is attached as Enclosure (1).  Last timer from the [redacted] system was on 6/15/15.  We have previously submitted evidence of  alarm activity signals since the upgrade.4.  Cam Security can only reiterate that while we value Ms. [redacted] as a client, we can go no further without her approval for additional work.  We do not believe, nor do we believe it reasonable to expect that we should carry the burden of cost to replace the original and aged wiring for a system we did not initially install.5.  Per [redacted]'s request on 9/2/15, she called into our office stating to have us pro-rate her invoice since the alarm was not fully completed. Cam Security waived their monthly fees while we worked on the upgrade from July 1st to September 18th (a $204.18 value) even though the the system was actively being monitored during that time period with no break in [redacted]. Ms [redacted] is delinquent for two invoices one prior to the upgrade and one afterwards. Invoice # [redacted] $267.01 which was mailed on May 11th 2015 for pro-rated amount which [redacted] requested (for [redacted] date 9/18/15 to 12/31/15) to be changed and another invoice # [redacted] $471.20 for the pro-rated billing period January 2016 to July 2016 which was sent back on November 11th and is now considered past due. Total amount past due and owed to the company $738.21. We did not receive a check #[redacted] from client which was stated previously please verify if this check was cashed on your end. To date, Ms [redacted] has not sent in any payment for her past semi-annual billing since last invoice # [redacted] check #[redacted] on 12/15/2014. 6.  Fact:  .Ms. [redacted]’s [redacted] alarm system was not sending signals and not fully functional in June 2015.  Fact:  Cam offered an upgrade which client accepted.        Fact:  Upgrade was installed and is functioning.  Fact:  System needs additional work, pending owner approval.7.  Ms. [redacted] may want to notice the alarm system presently in place is a [redacted] panel.  No longer the originally installed [redacted] panel.  There is a functioning cell backup unit in place as well.  The system is functioning and being actively monitored.  We take exception to Ms. [redacted]’s assertions which call into question our integrity with statements such as “completely false”, “most shocking” and claims that we are demanding thousands of dollars from her client.  We have submitted all supporting documents with previous response.8.  What Ms. [redacted] is asking was not reasonable nor justifiable however we value Ms [redacted] as a loyal client and are willing to work through this so that we can all move forward. What we are willing to offer is to have the client pay the past due invoices for the amount of $738.21 and also reduce the estimate down 50% from $5,640.00 to $2,820.00. We believe this is fair for both parties and we will warranty/guarantee the system once we are completed. Please let me know how you wish to proceed and we look forward to your response. Respectfully,[redacted]CEO, Cam Security, Inc.

It is apparent Ms. [redacted] does not have her facts straight due to being
brought into this situation after the fact and being told second hand information. 
We will go through Ms [redacted]'s responses and indicate what we believe is true and accurate thus
far.
Please see comments in red:
Dear Ms. [redacted]:
This letter is in response to the letter from CAM Security
received on January 12, 2016.  As to the actual facts, Ms. [redacted]’s
alarm system comprises of 6 partitions:  1.  First floor of Main
house, 2.  Tatami room, 3.  Basement, 4.  Cottage, 5. 
Garage, and 6. Second floor Main house.   All 6 partitions were fully
armed and working in June 2015 so that if anyone broke into the house, it will
trigger the alarm.  – Fact, Ms
[redacted]’s alarm consisted of 6 partitions. 
We do not know however that all sensors that trigger the alarm were
working properly.  Technician Robert
indicated he didn’t know how/why some sensors were working while others were
not and indicated it was due to the existing wiring was faulty and old.  Ms [redacted] lives near the ocean so it’s
possible her wiring was faulty due to salt air corrosion. 
She was informed that the only thing that needed repair was the
cell back up system, in the event the phone lines went down.  Therefore,
the cell back up system was optional for the home owner to allow transmission
of signal in the event of down phone lines, as evidenced by CAM Security’s
options offered. – False, now
let’s back up.  Part of the reason why the system
stopped working properly was because the Ms [redacted] recently switched over to
[redacted] phone line instead of an analog [redacted] line (and I assume to
save on cost and/or to bundle with their TV package).  The phone line that [redacted] offers is a
digital line (not analog) so when the phone line goes down due to power
failures, [redacted] interruption or if their internet line gets cut their system will
produce an error message.  The system was
installed way back before [redacted] started doing phone lines so instead of
having two lines of communication she had essentially one and the cellular was
no longer considered “optional” since it was now a required piece of hardware. 
CAM Security provided Ms. [redacted] with 2 options to select
from: - We
have no record of anyone stating these two options especially if customer has
[redacted] as a primary line of connection we would have recommended to keeping
the cellular system since [redacted] is not an analog line.  Was Ms [redacted] aware of the above before
making this decision?  I highly doubt
client would prefer to go with option 1 as our technicians and staff are trained to recommend cellular [redacted] instead of a digital phone line. 
 
1.   
 Give up the cell back up system and the monthly monitoring
fee would be reduced by $25.00
 
OR
 
2.   
Have CAM Security update and replace the cell back up system free
of charge.
 
Ms. [redacted] selected option 2, to have the cell back up system
replaced and associated work thereto completed at her home free of
charge.  On July 29, 2015, technician Robert K[redacted] came to the house
with Invoice dated July 24, 2015, already prepared which he handed to Ms.
[redacted].  The invoice numbered [redacted] promised to provide labor and
materials of $9,735.00 at no charge, which included the cell back system. –Fact.
 
Robert stated that this job will take 3 full days with 2 men to
complete.  –The estimate
and invoice #[redacted] that was signed off by client indicates the installation
should take 1 day to complete. 
Robert discovered during the first [redacted] when taking down the existing
system that the wiring was old and then indicated he needed more time to the
client and our office.  However,
that never happened once he started working on the job.  Generally, it was
just 1 technician for a couple of hours here and there intermittently scheduled.
Even though the [redacted] tickets stated, for example, from 9 a.m. to 2 p.m., a
technician was never there for this entire period of time.  It was just an
hour here or there within that time frame and it was just for the most part 1
technician.  Robert explained to Ms. [redacted] that he was frustrated with
CAM Security because there were insufficient number of technicians to timely
address all of the customer’s alarm system repairs.  Therefore, he could
only go by himself to Ms. [redacted]’s house for an hour or two and interspersed
between days even though this was a 2 man – 3 full day job.   This
frustration is evidenced in [redacted] Ticket dated August 20, 2015, when Robert
wrote, “Need another experienced alarm tech like Brad to diagnose system. 
Reschedule with 2 guys, me and Brad and not by myself.  It’s too big a job
for one person.”  Robert was terminated from CAM Security sometime between
September and October 2015. (Exhibit 1) 
- False, we have [redacted]
records for Robert 7/29, 7/30, 7/31, 8/3, 8/18,
8/20, 9/1 with both Brad and Robert, 9/11 with both
Justice and Robert, 9/15, 10/5 with Brad and Robert, and 12/3
meeting with Brad and management to discuss further option with client.  Total of 11 [redacted]/meetings with client and
a total of 60.5 man hours documented in our CRM.  Note* most of these [redacted] were scheduled
ranging from half to full days and a few 1-2 hours appointments.  I don’t know how or why Ms [redacted] decides to
indicate in her statement only 1 technician came for a few hours at a
time.  We would be out of business we
allowed 60 man hours and 11 meetings for every one of our clients in order to
complimentary upgrade them.  
Although CAM Security claims as a “fact”, in their response, that
the upgrade was completed and “installed and is functioning”, each and every
single CAM Security [redacted] ticket evidences the contrary, that the upgrade was
and is still incomplete.  All [redacted] tickets/invoices stated work notes
required that the technician must, “Complete alarm invoice [redacted]” , “Complete alarm
upgrade installation”,  or “Complete upgrade from 9/15/15.”  In fact
it is very important to note that the last visit to the house on October 5,
2015, evidenced by their own technician’s admission on Invoice numbered [redacted]
stated, “Need assistance and a full day or more to get this system
up and running.”  Nothing has been done since October 5, 2015 to
repair the alarm.  No further technicians have come to the finish the
upgrade, it is still status quo, and the alarm system is still not “up and
running”.   This last visit also stated that the upgrade still needed
to be completed from September 15, 2015. (Exhibit 2).  – False, on 12/3 we sent Brad (main technician) and
management to go over everything that is going on since this job required over
60 hours (again this was scheduled for 1 day) of man hours and to see how we
can rectify the situation.   It was
determined at this time an estimate for additional items were required in order
to complete due to old age of wiring we needed wireless items that were not
part of the original scope of work. 
Brad and
management came to a conclusion that the system was working properly and being
utilized by customer and that the upgrades that need to be complete is not part
of the original scope of work.  Yes we
require one more day to get things working as stated on estimate #[redacted] and the
additional parts/equipment are what are required. 
At this time
it was also presented that the client has not paid past due invoices since 5/11
thus the reason for us not coming back out. 
We sent out past due invoices and nothing was received since 12/2014.  Ms [redacted]’s invoice stated check #[redacted] was
sent on 6/10 when this is still not true and cannot be used as evidence.   It was at that time our billing department
notified the office to postpone any further work until payment received.  
CAM Security continues to claim that they have “installed” the
cell back computer pad but what they failed to disclose is that it is not
“connected”, so it is not “up and running.” It is useless if it is not
connected.  Further, on invoice numbered [redacted], CAM Security promised free
materials and labor for all items listed on that invoice not just the cell back
up computer.   Most of what were listed were never installed. 
There were approximately only 3-4 transmitters installed out of the 35
transmitters promised.  Wireless glass break sensor, wave 2 siren, and,
wireless photoelectric beam detector, were also never installed. These uninstalled
items total approximately $7135.00 of the $9735.00.  Instead these same
materials and labor charges are being charged under a newly created Invoice
[redacted] dated October 8, 2015, for the amount of $5,640.00.  It is apparent
that the upgrade was never completed, and now CAM Security wants $5,640.00 to
finish the upgrade.  Anyone would logically have issue with the fact that
materials once quoted as being free, are now being charged.  – False. 
The cellular system is up and running and active in our database.  Part of the reason why they are receiving a
timer test is due to the cellular system being active.  I don’t know whether Ms [redacted] is aware of this
or if they choose to continue to point direction to something that is a
non-issue at this point.  Fact – the
cellular device is installed in the clients home.  Fact – The device is active and communicating.  Wave-2 siren was installed otherwise you
would have no audible speaker. The breakdown on the estimate includes parts (if
defective)/labor which allows us to test each device properly.  It was found some equipment tested out and
working 100% properly. 
During this entire time, from June 2015 through the present, the
alarm system was either completely not working for the entire house or only
working for part of the house.  Yet CAM Security is demanding the Ms.
[redacted] pay the monitoring fee during this time.  Further, although CAM
Security makes it seem as though Ms. [redacted] is delinquent in payment, she
sent in a check number [redacted] on June 10, 2015 for the period of June 2015 –
December 2015.  CAM Security lost this check.  (Exhibit 3).  The
next bill is for the time period of January 1, 2016 – June 30, 2016, which has
yet to accrue, despite claiming delinquent payment.  (Exhibit 4). – False, we have not received or cashed a check #[redacted].  Please prove to us with a bank statement
stating this check was cashed and received by Cam Security.  Exhibit 3 is a blank check receipt from the
Ms [redacted]’s check book which does not indicate that she has paid the invoice
for all we know this check was lost or not even mailed to us.  This invoice was sent on May 11th 2015
and she has not paid anything to date even before the start of our first
[redacted]s in July 2015 when also indicating on her receipts she sent the check
on June 10th 2015.  It is
completely normal that if you are past due you will continue to be called for payments
and mailed out past due statements.  Ms
[redacted] is currently receiving monitoring [redacted] regardless of what Ms [redacted]
believes is working or not.  The client’s
reports indicate they are arming/utilizing the system daily.  Ms [redacted] and Ms [redacted] refuses to pay for
[redacted] even when we are telling them we have not received anything since
2014. 
CAM Security responds that they have submitted evidence of alarm
activity since the upgrade to prove that the alarm is functioning. The only
activity they submitted that I have seen is from June 11 – August 3, 2015,
which still shows “no timer received” (meaning no signal) at least through
August 3, 2015.  The alarm activity showing “no timer received” only
supports our position that at least through August 3, 2015, they were not
receiving an alarm signal.  – False, no timer
received indicates our monitoring center is sending a signal to the alarm
control panel system indicating that your monitoring [redacted] is still active
and not canceled.  Ms [redacted] was
already credited for the dates the system was not receiving a timer and I am
not sure why this is being brought up. 
Suffice it to say that, presently, only 3 of the 6 partitions have
a working alarm system while the remaining 3 do not.  This means only half
of the house has a working alarm system (cell back system or not).  This
is as opposed to all 6 partitions working back in June 2015, prior to any CAM
Security technicians coming to the house.  One only needs to go to the
house to see that only half the house has a working alarm system now in
place.  – Certain
parts of the house are not up and running and will continue to be inoperable until
Ms [redacted] approves the discounted estimate and pay for two past due monitoring
[redacted] invoices. 
It is quite upsetting that CAM Security’s technicians disabled
half the house and is now seeking payment of $5,640.00 to get if fully armed
again.  This is unacceptable.  They need to finish the work they
started.  We are only, in all fairness, asking that CAM Security fix the
problem so that the house is once again fully armed as it used to be, with a
fully “connected” cell back system, as promised.  We will then agree to
pay for the monthly monitoring fee from that point on.  – We already took a major loss due to the system’s
wiring being outdated and Ms [redacted] continues seek more free labor/equipment.  Why should we proceed to do anything more when
Ms [redacted] are past due on two separate invoices, have received over
$10,000.00 in [redacted]/parts/labor/monitoring fees.  Ms [redacted] continues to go back and forth over
an estimate that’s been cut in half $2,820.00 (instead of $5,640.00) and we
have been more than reasonable considering what we’ve done thus far to date.  It’s evident Ms [redacted] does not appreciate
our free time (60 man hours and 11 meetings), does not appreciate our initial
complimentary upgrade valued at $10,000.00, does not appreciate our estimate with
a 50% discount, does not appreciate our credits (over $200 in monitoring fees
adjusted), feels that we disabled half the house on purpose when it’s clearly
due to unforeseen circumstances.  We are
seeking 2 past due payments for monitoring [redacted] and $2,820.00 in order to
make system fully functional as intended.

Complaint: [redacted]
See attached attachmentsDear Ms. [redacted]:
This letter is in response to the most recent letter from
CAM Security.  CAM Security continues
with its numerous misrepresentations, which I respond to in the order
presented: 
CAM Security is again making false statements that the alarm
system was not working for part of the house on July 24, 2015, prior to CAM
Security starting work.  We suggest that
Revdex.com contact and speak to technician Robert K[redacted] to determine and investigate
the truth of the matter directly from Robert K[redacted], because the entire house
was fully armed back on July 24, 2015. 
CAM Security’s response is what CAM Security said what Robert K[redacted]
said (from a technician whom they terminated no less) which is considered hearsay.
CAM Security also falsely stated that the system stopped
working because Ms. [redacted] “recently switched to [redacted].”  This is obviously false as the attached [redacted]
invoice speaks for itself that Ms. [redacted] had been with [redacted] for at least
the past 4 years. She did not recently switch to [redacted] contrary to CAM
Security’s false assertion. 
CAM Security further denied providing Ms. [redacted] with 2
options: 1). either to give up the cell back up system for a reduced monitoring
fee or 2).  have the cell back up system
replaced free of charge.   CAM Security has to even argue this irrelevant
point which goes to show how argumentative they are even regarding things that
just don’t matter.  The other option
initially offered by CAM Security doesn’t matter, because both parties agreed
to and accepted CAM Security’s 2nd offer which was to upgrade the system free
of charge.  It doesn’t matter what the other
option was because it was never agreed to by the parties anyway.
CAM Security didn’t even inspect the alarm system prior to
preparing the July 24, 2015 free upgrade offer. 
On July 29, 2015, Robert K[redacted] came to the house with the free system
upgrade invoice dated July 24, 2015, already in-hand, created and preprinted
from the office before he came to the house.   This is the problem for CAM Security as now
they are claiming “unforeseen circumstances”, 
that the system is too old for the free upgrade offer. CAM Security now
demands that Ms. [redacted] pay an additional $5,640.00 to complete the work because
of an aged system.
The old wiring was something that they should have known or had
actual knowledge of from day one. They admitted in their response, that they discovered
old wiring on the first [redacted] date of July 29, 2015, and that is why they needed
more time to complete the work. They wrote, “Robert discovered during the first
[redacted] when taking down the existing system that the wring was old and then
indicated he needed more time to the client and our office.”  The old wiring is something they had actual
notice of from the beginning.  It is not
something new and certainly not now an “unforeseen circumstance.”
In fact, on September 11, 2015, after CAM Security started
the upgrade, CAM Security executed a contract which stated that the system
would be installed and connected at $0 cost, thereby reinstating their original
agreement for a free installation even after realizing the old wiring. See attached.  On October 5, 2015, their own technician
wrote on the [redacted] ticket for that day, that his work was a continuation of
such upgrade, which is incomplete and would require 1 more full day of work.  Three days after that, by invoice dated
October 8, 2015, CAM Security does a complete 180 degree turn, breached their
contract and demanded $5,640.00 to complete the unfinished work due to an aged
system.  
CAM Security continues to demand that monthly monitoring
charges be paid.  Yet the contract on
September 11, 2015, sets forth that monitoring only starts after the system
installation and connections are completed. 
In accordance with the contract, we will not be paying for monitoring
until the system installation and connection are complete.  Why would CAM Security expect a homeowner to
pay for security monitoring system that is only half armed and the installation
and connection half complete.  This proves
how poor CAM Security’s customer [redacted] is. 
They just don’t care about getting the house fully armed but demands
full payment for monthly monitoring [redacted] anyway. 
CAM Security stated that invoice numbered [redacted] indicated
that installation should take 1 day to complete.  Where does it state that on the invoice?  Obviously another false statement by CAM
Security as their own technician stated on [redacted] ticket dated July 30, 2015,
that it was a 2 man 3day full project.  As
stated in my previous response, which is ignored by CAM Security, even though
CAM Security’s [redacted] ticket would state specific dates and times, the times
set forth are not the times the technicians are really at the house.  These [redacted] tickets are not provided to
customers.  Therefore, times that
technicians are stated to have been present at the house on the [redacted] tickets
are never confirmed by the customer and are not accurate.  It is a fact that the technicians were never
present for that entire length of time set forth on the [redacted] ticket.  Thus, the 60 hours that CAM Security claims
they devoted to this project is untrue.   However, even this fact does not matter,
because the upgrade was not completed, and connected. 
This constant back and forth letter writing is a waste of
time.  CAM Security failed to respond to
the most important point.  CAM Security promised free materials and
labor as listed on invoice numbered [redacted]. 
A majority of these materials are yet to be provided to Ms. [redacted].  These same materials not yet installed are being
invoiced to Ms. [redacted].  This point has
been simply ignored by CAM Security. 
Revdex.com should contact Robert K[redacted] to the facts.  They can also come to site to observe that
the system is now no longer working, compare the materials which were not
installed as listed on invoice numbered [redacted], half the house is now unarmed,
and is in a worse condition than it was before CAM Security started work.   We will no longer be responding via Revdex.com as
we are getting nowhere with this back and forth letter writing. We wanted to
provide CAM Security with the opportunity to make this right.   This
will be our last and final response, and the lack of response by Ms. [redacted] is
not intended to be interpreted as agreeing to any statements that CAM Security
may state in response to this letter or that Ms. [redacted] accepts any future
response by CAM Security.  
We will allow CAM Security until February 5, 2016, to agree
to complete the upgrade so that the entire house is armed once again. This is
her last and final demand for CAM Security to get her alarm working once
again.   We will then agree to pay the full monitoring
[redacted] from the date the entire house is armed and for 60 months
thereafter.  If CAM Security is not
agreeable, then on February 8, 2016, a complaint will be filed at DCCA- RICO to
investigate this matter, and Ms. [redacted] will convert to a different security
company.   We are providing CAM Security one
last opportunity to cure their breach of the contract and to complete their
work. 
Sincerely,
[redacted]