Cam Security

From: Nathalie M[mailto:[email protected]] Sent: Wednesday, December 30, 9:AMTo: Kaina Kelley 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 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

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]

Thank you for the message.YesThis issue was resolved.Thank you

This letter is in response to a complaint filed by our client, [redacted] ***, dated December 21, Cam Security has provided alarm monitoring and [redacted] calls at the property since December While the alarm system may well have been purchased and installed in at the price of $7,890.50, it was with another vendor, not with Cam Security We opened our business in Enclosure (1)The property consists of a main house and a cottage In July 2015, the [redacted] alarm system, was no longer supported by the existing [redacted] cellular back up, as the [redacted] towers converted to a 4G system not compatible with the [redacted] alarmCam Security offered Ms [redacted] a complimentary upgrade valued at $ 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 Ms [redacted] accepted the offer Enclosure (2)July 29, 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) There are continuing issues with the alarm system The original alarm system is over 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 clientOn October 5, 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) 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 $ One is more than days in arrears In mid October Account Manager Joanne B [redacted] began communicating with Ms [redacted] MsB [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 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 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***CEO, Cam Security

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 ***'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, As to the actual facts, Ms [redacted] ’s alarm system comprises of partitions: First floor of Main house, Tatami room, Basement, Cottage, Garage, and Second floor Main house All partitions were fully armed and working in June so that if anyone broke into the house, it will trigger the alarm – Fact, Ms [redacted] ’s alarm consisted of 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 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 as our technicians and staff are trained to recommend cellular [redacted] instead of a digital phone line Give up the cell back up system and the monthly monitoring fee would be reduced by $ 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,at no charge, which included the cell back system–Fact Robert stated that this job will take full days with men to complete –The estimate and invoice # [redacted] that was signed off by client indicates the installation should take 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 technician for a couple of hours here and there intermittently scheduled Even though the [redacted] tickets stated, for example, from a.mto 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 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 man – 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 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 (Exhibit 1) - False, we have [redacted] records for Robert 7/29, 7/30, 7/31, 8/3, 8/18, 8/20, 9/with both Brad and Robert, 9/with both Justice and Robert, 9/15, 10/with Brad and Robert, and 12/ meeting with Brad and management to discuss further option with client Total of [redacted] /meetings with client and a total of man hours documented in our CRM Note [redacted] most of these [redacted] were scheduled ranging from half to full days and a few 1-hours appointments I don’t know how or why Ms [redacted] decides to indicate in her statement only technician came for a few hours at a time We would be out of business we allowed man hours and 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 ***” , “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, 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, (Exhibit 2) – False, on 12/we sent Brad (main technician) and management to go over everything that is going on since this job required over hours (again this was scheduled for 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/ thus the reason for us not coming back out We sent out past due invoices and nothing was received since 12/ Ms [redacted] ’s invoice stated check # [redacted] was sent on 6/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 ***, 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-transmitters installed out of the transmitters promised Wireless glass break sensor, wave siren, and, wireless photoelectric beam detector, were also never installedThese uninstalled items total approximately $of the $ 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, It is apparent that the upgrade was never completed, and now CAM Security wants $5,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-siren was installed otherwise you would have no audible speakerThe 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 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, for the period of June – December CAM Security lost this check (Exhibit 3) The next bill is for the time period of January 1, – June 30, 2016, which has yet to accrue, despite claiming delinquent payment (Exhibit 4)– False, we have not received or cashed a check #*** Please prove to us with a bank statement stating this check was cashed and received by Cam Security Exhibit 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 and she has not paid anything to date even before the start of our first [redacted] s in July when also indicating on her receipts she sent the check on June 10th It is completely 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 CAM Security responds that they have submitted evidence of alarm activity since the upgrade to prove that the alarm is functioningThe only activity they submitted that I have seen is from June – August 3, 2015, which still shows “no timer received” (meaning no signal) at least through August 3, 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 of the partitions have a working alarm system while the remaining 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 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,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,in [redacted] /parts/labor/monitoring fees Ms [redacted] continues to go back and forth over an estimate that’s been cut in half $2,(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 (man hours and 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 $in monitoring fees adjusted), feels that we disabled half the house on purpose when it’s clearly due to unforeseen circumstances We are seeking past due payments for monitoring [redacted] and $2,in order to make system fully functional as intended

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, As to the actual facts, Ms [redacted] ’s alarm system comprises of partitions: First floor of Main house, Tatami room, Basement, Cottage, Garage, and Second floor Main house All 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 options to select from: Give up the cell back up system and the monthly monitoring fee would be reduced by $ 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,at no charge, which included the cell back system Robert stated that this job will take full days with men to complete However, that never happened once he started working on the job Generally, it was just technician for a couple of hours here and there intermittently scheduledEven though the [redacted] tickets stated, for example, from a.mto 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 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 man – 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 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 (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 ***” , “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, 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, (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 ***, 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-transmitters installed out of the transmitters promised Wireless glass break sensor, wave siren, and, wireless photoelectric beam detector, were also never installedThese uninstalled items total approximately $of the $ 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, It is apparent that the upgrade was never completed, and now CAM Security wants $5,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 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, for the period of June – December CAM Security lost this check (Exhibit 3) The next bill is for the time period of January 1, – 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 functioningThe only activity they submitted that I have seen is from June – August 3, 2015, which still shows “no timer received” (meaning no signal) at least through August 3, 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 of the partitions have a working alarm system while the remaining 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 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,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] [redacted] and [redacted] I [redacted] CAM Security [redacted] Sincerely, [redacted]

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 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, 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 as the attached [redacted] invoice speaks for itself that Ms [redacted] had been with [redacted] for at least the past yearsShe did not recently switch to [redacted] contrary to CAM Security’s assertion CAM Security further denied providing Ms [redacted] with 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, 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 offerCAM Security now demands that Ms [redacted] pay an additional $5,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 oneThey 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 workThey 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 $cost, thereby reinstating their original agreement for a free installation even after realizing the old wiringSee 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 more full day of work Three days after that, by invoice dated October 8, 2015, CAM Security does a complete degree turn, breached their contract and demanded $5,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 day to complete Where does it state that on the invoice? Obviously another statement by CAM Security as their own technician stated on [redacted] ticket dated July 30, 2015, that it was a 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 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 *** 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 ***, 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 writingWe 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 againThis 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 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]