Cen Com Inc

The consumer ordered monitoring over a phone line for $5.95 per month.  When it was discovered that his alarm panel was defective and could not send signals properly over a phone line, the consumer was offered a free upgrade to our alarm ear monitoring service.  This required the consumer...

to mount a wireless device next to his alarm system siren that would detect the siren on alarm and transmit a signal over the internet to our monitoring center.  This was a free upgrade, not free equipment and was under the condition that the equipment was leased property and had to be returned upon service termination in the future.   The consumer had several false alarms and it was discovered that the consumer mounted the device next to his alarm keypad and not his alarm siren.  He was instructed to move the transmitter to the siren but he indicated that he was going out of town and would deal with it upon his return.   The consumer never cancelled services online at www.cancelmyalarm.com as per the contract nor did he ever cancel in writing.  Upon expiration of this pre-paid term, he was billed for the month to month rate of $29.95.  Instead of reaching out to us regarding the $29.95 billing, he chose to perform a chargeback with his credit card company.  That placed his account into default and he was placed on notice that his account would be sent to collections if he did not contact us to resolve the issue.   The consumer sent US a demand letter for several hundred dollars under the threat of a lawsuit based on his statement that we owed him $99.95 credit to the account due to a user code recovery plan he purchased and not because he cancelled services.  When our accounting department verified the $99.95 credit was due, we immediately stopped the collection action and issued a credit to his account for the full $99.95 dues him as well as waived the chargeback fees he was charged for the chargeback.  We even asked him why he didn’t simply pick up a phone to contact us to resolve the $99.95 issue.   As soon as we issued the credit and resolved the collection action, the consumer went to www.cancelmyalarm.com to properly cancel his alarm service.  He was charged a $199.95 refundable security deposit as per our Terms & Conditions.  The consumer STILL has our equipment in his possession and must return it or the security deposit will not be refunded.   As for the consumer requesting a check for $689.80 when he has only paid us $106.40 is ridiculous as not only did the consumer not pay that much, he still owes US for the missing non-returned leased equipment.  Should the consumer not return the leased equipment and perform a chargeback on the $199.95 security deposit, the account will be sent to a collection agency and reported to the credit bureaus as well.

Here is the history for this customer:
9/6/16 – Customer prepaid for 12 months of alarm monitoring service over cellular for $15.95 per month which included the free lease of a cellular adapter. Additionally, the customer paid a $35 non-refundable activation fee and $18.95 shipping and handling. At...

the time of signup, the customer agreed to the Terms and Conditions. As per our Terms and Conditions, the service begins at the time of signup.
21. 30 DAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually begin. It is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 30 days of initial order placement or any monitoring service fees charged to Subscriber would be considered valid and due, regardless if services were actually provided or not. In addition, a separate security deposit may be charged to Subscriber payment source for each piece of equipment that Contractor sent to Subscriber for the intended purpose of providing said services. This security deposit shall be refunded once services have begun or upon return of said equipment.
9/7/16 – Tech Support spoke with the customer about the alarm panel. Support told customer to have Comcast remove their communication device so that only the alarm panel remained.
9/8/16 – We shipped the cellular adapter to the customer. This is a free lease adapter that must be returned upon service cancellation.
15. LEASED EQUIPMENT: Regardless of what services or equipment is ordered by Subscriber from Contractor, including any new system, replacement equipment, detection sensors, optional equipment, digital diverters, I.P. Devices, GSM, Radio, Cellular transmitters or any other devices sent to Consumer for the purpose of this agreement are considered fully leased equipment from Contractor, regardless of any initial or set-up fees that may be charged and will always remain Contractors property to be returned to Contractor upon completion of services.
10/13/16 – Tech Support worked with the customer to connect the cellular device to the customer’s alarm panel. Due to the programming done by Comcast, the alarm system would not communicate. Customer was told to get the programmer code from Comcast in order to re-program the alarm panel. If Comcast would not provide the code, then we would be able to monitor the customer’s system using our Alarm Ear product.
10/16/16 – Customer was charged a $99 fee as a product security deposit as the alarm system was not yet online. This $99 fee would be refunded once the alarm system was converted.
21. 30 DAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually begin. It is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 30 days of initial order placement or any monitoring service fees charged to Subscriber would be considered valid and due, regardless if services were actually provided or not. In addition, a separate security deposit may be charged to Subscriber payment source for each piece of equipment that Contractor sent to Subscriber for the intended purpose of providing said services. This security deposit shall be refunded once services have begun or upon return of said equipment.
11/1/16 – Representative spoke with the customer about upgrading to the Alarm Ear service. The Alarm Ear product works with any alarm system by listening for the siren. With the Alarm Ear product, we would be able to monitor the system. Customer was provided an invoice for shipping the Alarm Ear device.
11/7/16 & 11/21/16 – Representative followed up on payment of shipping for the Alarm Ear device.
11/22/16 – Instead of upgrading to the Alarm Ear device or properly cancelling service, the customer requested their credit card company to reverse the valid charges for service. An invoice was sent to the customer for the reversed amounts plus a $50 charge for each chargeback, a $399.99 charge for the non-returned lease adapter, and a $250 collection fee.
15. LEASED EQUIPMENT: Regardless of what services or equipment is ordered by Subscriber from Contractor, including any new system, replacement equipment, detection sensors, optional equipment, digital diverters, I.P. Devices, GSM, Radio, Cellular transmitters or any other devices sent to Consumer for the purpose of this agreement are considered fully leased equipment from Contractor, regardless of any initial or set-up fees that may be charged and will always remain Contractors property to be returned to Contractor upon completion of services.
16. SECURITY DEPOSIT: If a security deposit is required on a newly ordered product, said deposit shall not be considered the full value of the item, but a partial value only. Upon return of the equipment, the previously held security deposit will be returned to the Consumer within 30 days, less the cost of any repair, refurbishing or repackaging required. If item is damaged beyond repair, or is not returned within 14 days of end of services, Contractor has the right to charge the retail value of the item to Subscriber. Upon cancellation of services, Subscriber will be immediately charged a refundable deposit equal to the full retail value for any of Contractors equipment still in their possession, less any previous deposits received. Subscriber is then to disconnect, remove and provide return of any of Contractors equipment within 14 days of end of service term. Should any property of Contractors not be returned within this 14 day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment.
20. SERVICE CANCELLATION: As this is a life safety service, Subscriber hereby agrees to a specific cancellation procedure that requires on line cancellation at http://www.CancelMyAlarm.com a minimum of 60 days prior to intended cancellation date or as an alternative method of cancellation may request cancellation in writing, 60 days in advance, BY CERTIFIED MAIL, RETURN RECEIPT REQUIRED. This request must be sent to Contractor at their place of business, with the following information; (a) Alarm Account Number. (b) Account Password (c) Alarm Premises Address. (d) Contact Phone Number (d) Last 4 of their Social Security Number or Federal I.D. Number if a business. (e) Date Termination Is To Take Place with a Minimum 60 days advance notice.
34. LEGAL FEES: Subscriber agrees to pay costs incurred by Contractor in enforcing its rights under this agreement, whether or not suit is instituted, including but not limited to legal fees, attorney fees, mediation services, court costs or collection costs.
11/23/16 – Customer told representative that she would not return the leased equipment.
At this point, we have invoiced the customer for amounts owed as per the agreed Terms and Conditions. If the customer does not pay these fees, we will report the customer to the credit bureaus.
We are simply trying to enforce the agreed Terms and Conditions including the return or payment for the leased product that is the property of Cen Com, Inc.
If the customer had followed through with the Alarm Ear upgrade, we would be monitoring the alarm system; or the customer could have properly cancelled the service, returned the product, and we would have refunded the customer any monies owed.

Complaint: [redacted]I am rejecting this response because: the date that I cancelled was as mentioned on my complaint was within 30 days after I decided not to go with the cellular service the very next day. Therefore, I believe I am entitled to my full refund amount. I made several calls within the 30-day periods to the company and I also filed complete cancellation statements. I never received any response from the company and kept calling after the 30-day period. I believe this company is committing fraud by not revealing hidden charges to the consumer. As stated before I did cancel within the 30 days.Sincerely,[redacted]

As to Item 1, with our Alarm Ear product, we are able to monitor any functioning alarm system. 
As to Item 2, customer was instructed to contact Comcast and have them remove their equipment. Customer stated that they would. Customer did not do this.
As to Item 3, we do not prorate billing; therefore, customer was billed for services in September when they signed up for service and received the device. 
As to Item 4, we do not necessarily have the installer codes for other companies. We do have some methods to re-program alarm panels or to re-direct the signals without needing to re-program. Additionally, if we are unable to re-program the system, we have the Alarm Ear product. 
As to Item 5, our Terms and Conditions are clearly listed on our website and the customer agreed to them when they signed up for service. 
As to Item 6, the customer would not be eligible for a full refund if they do not go with the Alarm Ear product. The customer would have been eligible for a partial refund of the unused months (after 60 day notice) less initial setup fees, shipping fees, etc. 
As to Item 7, we do not pay for customers to return our leased equipment. This is the customer’s responsibility. We ship devices via USPS with signature required. We have not had issues with USPS delivery and so do not pay for additional insurance. The product is an electronic 4G cellular device and is quite expensive.  
As to Item 8, had the customer simply gone to cancelmyalarm.com, the customer would have received a partial refund and an explanation of the amounts refunded. 
As to Item 9, we are a discount monitoring service and simply work within the confines of the Terms and Conditions which were agreed to by both parties.

On April 15, the customer ordered the service over the phone. One of the key questions that is asked about during this phone order is if the alarm system is in working condition. The customer indicated that the system was in good working order, and he ordered and prepaid for 12 months.
 
On...

April 15, we shipped the customer the required adapter (DD2) to have the service work over plain old telephone service. The DD2 was shipped for free with no charge to the customer. The only requirement is that the customer must return the DD2 at service cancellation.
 
On April 26, the customer upgraded to a cellular transmitter (DDCT) as we were unable to get the system to work over plain old telephone service. The customer paid $159.95 for the DDCT and $28.95 for shipping. Based on our terms and conditions, once the customer upgrades to a cellular unit, the original fees are not returnable.
 
On April 27, we shipped the DDCT to the customer.
 
On May 2, the customer admitted to our technician over the phone that his system was NOT operational as the alarm siren did not even work so there was no way to get the service to work and the order should have never been placed.
 
On May 5, the customer returned the original DD2.
 
On May 13, the customer requested their service be cancelled.
 
On May 20, the customer returned the DDCT.
 
On June 3, we offered to cancel the customer. We gave him several options including a refund less the shipping fees on the initial device ($18.95), the setup fee as the issue was with his equipment ($35), and a $75 fee for refurbishment of the cellular device.
 
We believe that the refund was more than fair as we would have never even taken the order if the customer had been honest about the state of their alarm system. Instead, the customer caused us to incur the cost of shipping the DD2, the cost of our technicians working on several occasions to get the system to work, and the cost to refurbish the returned cellular device. We were willing to refund the amounts paid outside of our normal policy less these costs that were incurred. Instead, the customer chose to dispute the charges which caused us to incur further fees.
 
At this point, we are submitting this customer to the credit agencies for non-payment of the fees above along with 2 $50 fees for the chargebacks and an additional $250 in legal fees related to collection efforts.
 
We would be willing to settle and stop the credit reporting if the customer would simply reimburse us for our actual costs:
 
$18.95 Shipping
$35 technician
$75 refurbishment
$100 credit card chargeback fees
 
Regards,
Tom R[redacted]

Complaint: [redacted]I am rejecting this response because: Per the request of the company, the equipment was returned.  I was informed the additional billing was a result of failure to continue with the company an additional year.  No billing for equipment has been received.  I was informed I was billed for early termination of the contract.  The equipment was mailed to:RETURN EQUIPMENT TO:ALARM SERVICES[redacted]KIRKLAND, WA 98033Sincerely,Lashada H**

The consumer is incorrect.  The outstanding balance is for NON-RETURNED LEASED EQUIPMENT and for the lease term that the consumer had the equipment in their possession without cancellation of services or return of the equipment.

Complaint: [redacted]
I am rejecting this response because:MOST of Alarm Monitoring Services' response in NOT TRUE!!No IP camera was ordered, the service was connected for only three days before they destroyed my system, I never said I was having trouble with my panel nor was I having trouble with my panel or any part of my system, and no one at the company offered to replace my pane or any part of it. Why on earth would I sign up with a new company with a broke panel?? Proof that it worked terrific are the test signals they attempted to turn off at a fee of $35.00--not free as they just suggested. There are other fabrications in their response that are also bogus.This company lies!! There are many complaints on the Internet from other customers very similar to what I have just endured from Alarm Monitoring Services. I have the letters and receipts from this company to prove they are liars. My roommate and the previous alarm company can confirm my system worked fine before this company ruined it.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
The intricacies your company have played for more than a month now regarding the details of how you try to manage making your customer responsible for all your charges inspite of an erratic service you have rendered only proves your desperation attempt. This is the first time I have dealt with such intricacy to prove my case. Your company had stated a 100% guarantee or our money back. And below is another case of your desperate attempt to accrue more charges to me as an unsatisfied customer:Subject: ALARM SERVICES REFUND AUTHORIZATION  ACCOUNT# - TOTAL REFUND $99.95IN ORDER FOR US TO PROCESS A REFUND TO YOUR ORIGINAL PAYMENT SOURCE, PLEASE DO THE FOLLOWING:(1) Review the refund information below.(2) Click the "REPLY" button for this email.(3) In the return emails "SUBJECT LINE", place the words "I AGREE TO REFUND".(4) Click the "SEND" button for the email.Upon receipt of your REPLY approval, your refund will be processed within three (3) business days.                         W-A-R-N-I-N-GIF YOU REQUESTED YOUR BANK OR CREDIT CARD PROVIDER TO PERFORM AN INQUIRY OR CHARGE BACK ON ANY PREVIOOUS PAYMENT(S), WE WILL NOT BE ABLE TO ISSUE ANY REFUNDS AND A $50.00 ADDITIONAL FEE WILL APPLY PER CHARGE DISPUTED WITH YOUR PROVIDER.QUESTIONS? Call 1-800-365-2527 Ext #[redacted]Where did you get this statement againSincerely,[redacted]

The Consumer contacted us about monitoring his alarm system but had no user codes to arm or disarm the system.  He ordered user code recovery service from us where we attempt to provide the consumer with a 'back door' or default on/off code for the ability to use the system.  Our technician was able to allow the consumer access to the alarm to arm and disarm the service.  However, we cannot unlock the alarm panel for programming and the consumer was made aware of this at the time of his order.   Once the user code was provided, the consumer could then arm and disarm the alarm, but it was not sending in alarm codes which could only be fixed if the consumer had the INSTALLER CODE which he did not.  We then offered the consumer monitoring using our ALARM EAR product line which uses a wireless sound disc that is placed within 12 inches of the alarm siren or bell.  When the siren or bell begins to sound, the sound disc wirelessly transmits a signal to our monitoring center though the internet.  The wireless sound disc is designed to detect the sound of a SMOKE DETECTOR a CO2 DETECTOR and a SIREN or BELL, each with a different communications code into the alarm center.  The consumer was told to place the wireless disc NEXT TO HIS ALARM SIREN and instead he placed it next to his ALARM KEYPAD.  When the consumers ALARM KEYPAD would make beeps, tones and local alerts, our wireless disc could not determine what the alarm condition was as it did not hear an actual SIREN, BELL or SMOKE DETECTOR.  However, the beeping from the panel may have caused the wireless disc to consider the sounds from a CO2 detector as a final effort to classify the sounds it was hearing.  When we told the consumer to MOVE the wireless disc next to his SIREN, instead of following our instructions, he fixated on the CO2 ALARM conditions stating the equipment was defective instead of correcting the problem by moving the disc to the siren. The consumers statement "attempted to process $689.80 of charges against my credit card" is false.  This was an invoice sent to the consumer showing the outstanding balance due to non-returned equipment and charge backs on the account.  In the last several days, the consumer properly processed a cancellation through cancelmyalarm.com and was charged $199.95 security deposit as per the cancellation process that they agreed to.  Our records show that the leased equipment has been returned and therefore the consumers charge back of the $199.95 for the equipment deposit will not be challenged and the account has been closed. There will be NO extortion payments to the consumer for $689.80 or any other amounts otherwise.

On 02/02/16 the consumer ordered alarm do it yourself monitoring services which required the consumer to lease a device to connect to their existing alarm system in order for it to be monitored.  They pre-paid for 3 months of the service at $595 per month. The consumer also received a...

30 day money back guarantee that if we could not get the alarm system monitored, they would get a refund.
On 02/05/2016 the device called a digital diverter (Serial number [redacted])  was shipped to the consumer to connect to their alarm system for monitoring.
On 02/08/2016 the device was delivered to the consumers address by the U.S.P.O.
On 02/14/16 through our technical support department the consumer was walked through installation of the digital diverter and was told how to test the alarm system for monitoring During the service call, no alarm signals were detected and the consumer was told to perform additional tests to determine why their alarm system was not functioning. 
On 03/03/16 the consumer 30 day refund guarantee expired.
On 03/11/16 a notice was sent to the consumer notifying them that their 30 refund period had expired and as per our Terms & Conditions a $99.00 security deposit was being taken on the leased equipment we sent them.  They were notified to either CONNECT the device and have signals sent in or to CANCEL and return the device to receive a refund of the $99.00.
On 03/29/16 The consumer had her Daughter call our technical support department to test the alarm further to determine why the alarm monitoring was not being received.  It was discovered through that technical support appointment that the consumer ordered alarm monitoring over a telephone line but did not have a required dial tone delivered to her alarm panel in order to have the system monitored.  The Daughter indicated that they would get dial tone to the alarm panel prior to calling in yet again for additional technical support to complete the monitoring set up.
On 04/23/16 our accounting office received notice from the consumers bank that they performed a full charge back of all previously paid fees.  This was for the initial set up fee and monitoring and for the security deposit charged 41 days later.
On 04/28/16 the consumer was invoiced for the charge backs and the associated fees for the chargebacks totaling $276.80 plus $250.00 in additional fees if sent to collections.
To date, the consumer has failed to honor their contract terms, or even return our leased equipment.
As of this date, the account has been turned over to the credit bureaus.

Account - [redacted] Customer originally signed up for service in November of 2014. She prepaid for 12 months of service and received an additional 3 months of service for free. Customer prepaid for an additional 12 months of service in November of 2015. This made her account prepaid through January...

of 2017. In February of 2017, we began billing the customer their monthly monitoring rate of $29.95. This amount was billed again in March of 2017. The customer has now requested their credit card company to reverse the valid charge for the February billing of $29.95. When the customer originally signed up and also when they renewed, they agreed to our standard terms and conditions. Those terms and conditions provide the process by which the customer is to cancel their service. 20. SERVICE CANCELLATION: As this is a life safety service, Subscriber hereby agrees to a specific cancellation procedure that requires on line cancellation at http://www.CancelMyAlarm.com a minimum of 60 days prior to intended cancellation date or as an alternative method of cancellation may request cancellation in writing, 60 days in advance, BY CERTIFIED MAIL, RETURN RECEIPT REQUIRED. This request must be sent to Contractor at their place of business, with the following information; (a) Alarm Account Number. (b) Account Password (c) Alarm Premises Address. (d) Contact Phone Number (d) Last 4 of their Social Security Number or Federal I.D. Number if a business. (e) Date Termination Is To Take Place with a Minimum 60 days advance notice. We have no record of a cancel request through the website or via certified letter. We have asked the customer to provide proof of the cancellation, but the customer has not provided that information. At this point, the customer owes: $29.95 for the February payment which was reversed $50 Chargeback fee for the valid payment being reversed $29.95 * 2 for the 60 day cancellation notice required $139.85 total We have added a $250 collection fee which will be waived if the customer pays in the next 5 business days. We are simply trying to enforce our terms and conditions that the customer agreed to and collect the moneys owed.

Complaint: [redacted]I am rejecting this response because: I cancelled both contracts within the required 30-day periodSincerely,[redacted]

The Consumer states that he "tried" to cancel services when in fact if he attempted to do so at ANYTIME he would have been directed to do so online at www.cancelmyalarm.com or to send a certified letter as per our contract terms.  Our records show no such attempt was made by the consumer at...

anytime.What concerns us is why the consumer would knowingly renew a service agreement and pre-pay for 60 months (5 years!) when his alarm was not even working???  If we could not provide services on his alarm system back in 2009 then the most he should have done was to have brought his account current and then cancelled services at that point.  But to pre-pay for 5 years of services when it was not working makes little or no sense.  In addition to that, we have no complaints on file or any information from the consumer stating such. Please review a recent letter to the consumer in response to his complaint to our legal department: Mr. [redacted],You entered into a contract for services on November 26th, 2008 with alarm services to send you a leased piece of equipment called a digital diverter to monitor your alarm system.  Within that contract, you both agreed to continue the life safety monitoring services of your premises on a month to month basis at the month to month rate with a 60 day notice once your original pre-paid 6 month term or any pre-paid discounted term thereafter expired.  (In review however, you received 12 months instead of 6 months, their error.)  In addition to this, you received an additional $50.00 credit to your account which you used for month number 13 and 14.You then paid for services on the month to month rate for the next 4 months. Then in January 2010, you renewed for a 7 year pre-paid term at a heavily discounted rate with the agreement that upon completion of the 60 months, you would yet again be subject to the month to month rate until canceled with a 60 day notice or renewed as you had done in January 2010.When January 2017 came around and you were charged for the month to month rate again, your credit card was denied.  Over the next few weeks, multiple phone calls were placed to you in an effort to have you bring your account up to date.  I have included a copy of the call logs for your reference below.On February 16th, of 2016 you were even told how to cancel your account in order to stop the monthly billing and to return our leased equipment.  Apparently you elected not to cancel services or to return any equipment or for that matter make any payments.  Therefore after yet another 60 days of attempts, there was little choice but to transfer your account to an outside collection agency.Presently your balance with the collection agency is $599.70 for the past due months of services as well as the non-returned leased equipment.  If you wish to make payment against this debt, we are willing to reduce the amount by $100.00 to $499.95 if paid within 30 days.  To accept this settlement offer, please respond to this offer.  If you’re not interested in the settlement offer, there is no need to respond.4/21/17-MC SENT TO COLLECTIONS. 4/21/174/7/17@10:31*LL*DCC[redacted] LVM[redacted] lvm3/29/17@13:02*DCC*LL[redacted] LVM[redacted] lvm3/15/17@12:07*DCC*LL[redacted] LVM[redacted] LVM3/07/17@11:38*DCC*LL[redacted] LVM[redacted] ANSWERED THEN HUNG UP ON ME, CALL BACK AND LVM2/23/17@11:36*DCC*LL[redacted] PERSON ANSWERED AND SAYS WRONG NUMBER[redacted] LVM02/16/17@12:04*DCC*LL[redacted] LVM[redacted] SPOKE TO [redacted] SAYS HE WANTS TO CX ACCOUNT. DIRECTED HIM TO CMA.COM02/08/17@10:42*DCC*LL[redacted] PERSON PICKED UP THEN HUNG UP IMMEDIATELY[redacted] LVM01/30/17@15:03*DCC*LL[redacted] LVM[redacted] GUY ANSWERED AS SOON AS I IDENTIFIED MYSELF HE HUNG UP.01/23/17@11:13*DCC*LL[redacted] LVM[redacted] LVM

On the alarm response, we called the numbers on the account and left messages (which the customer acknowledges). Also, before we could contact the police, we got a restoral which caused us to stand down. This is standard procedure. We tell customers not to disarm/restore their alarm system if they do not know the cause of the system. Now to the facts: Fact 1: The customer requested numerous phone number, contact list, and other account changes later in the day on November 22. 22  20:10                   ¦    AUDIT DETAILS FOR Contact Information   22  20:10                   ¦    AUDIT DETAILS FOR Contact Information   22  20:10                   ¦    AUDIT DETAILS FOR Contact Call List     22  20:10                   ¦    AUDIT DETAILS FOR Responding Parties    22  20:11                   ¦    AUDIT DETAILS FOR Contact Call List     22  20:11                   ¦    AUDIT DETAILS FOR Responding Parties    22  20:11                   ¦    AUDIT DETAILS FOR Contact Call List     22  20:12                   ¦    AUDIT DETAILS FOR Subscriber Information 22  20:12                   ¦    AUDIT DETAILS FOR Subscriber Information 22  20:26                   ¦    AUDIT DETAILS FOR Contact Information   22  20:30                   ¦    AUDIT DETAILS FOR Contact Information   22  20:35                   ¦    AUDIT DETAILS FOR Contact Information   22  20:35                   ¦    AUDIT DETAILS FOR Contact Information   Fact 2: We only provide basic alarm service at $5.95 per month. Basic alarm service only covers alarm signals. Any additional signals are at an additional cost. Full service providers who charge 3X to 5X may provide all signals, however, we are very clear on what services are provided. Please see the response to the next Fact> Fact 3: This is the first FAQ on our website: OUR $5.95 RATE PLANS 1. Our basic $5.95 monitoring plans are offered on the pre-paid initial monitoring term 12 or 60 months. 2. Upon completion of the initial monitoring term selected, service will automatically continue on a month to month basis at the adjusted monthly rate of $19.95 unless services are cancelled at www.CancelMyAlarm.com or a new pre-paid rate plan is selected at www.RenewMyAlarm.com. 3. 3rd party routing services such as internet, cellular or wireless routing are additional to any base rate shown and may change in price after any initial plan has been exausted unless a special promotional offer was accepted by consumer at time of order. 4. Initial rate plan does not include any optional services such as automatic test timers, communications testing, opening & closing services or NFPA certified fire alarm response if required by local municipality as these services will be charged in addition to the basic rate upon discovery of them. Fact 4: This was included on the initial invoice which was emailed to the customer and included when ordering the service. YES - I AGREE TO THESE TERMS & CONDITIONS AND ACKNOWLEDGE A ONE-TIME $35.00 NEW ACCOUNT CENTRAL STATION POLICE, FIRE AND MEDICAL REGISTRATION FEE   A copy of the Terms & Conditions agreed to over the phone on this order can be viewed online at www.AlarmMonitoringServices.com / Terms & Conditions (tab)     It is clear that the customer’s Facts are opinions at best. We provided the service per our Terms and Conditions and expect the customer to comply with them as well. At this point, the customer owes us the following amounts: $125.35 initial invoice which was reversed by the credit card company $50.00 chargeback fee $250.00 Collection Fee since customer did not pay prior to being reported to Credit Bureaus/Collection Agency We will continue to proceed with enforcing our rights under the agreed Terms and Conditions.

Complaint: [redacted]I am rejecting this response because: I do not owe any additional money as per my contract.  I made a final payment of $215.  Thank youSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did not sign any contract and did not receive any services, therefore I feel I am entitled to a full refund of $94.95. On their website when you sign up for services, there is a guaranteed 30 day refund if a customer decides that they do not want their services. I have a screenshot to support that. There were two phone calls to this company where I requested a refund of $94.95; the second call was answered by a representative there by the name of Tom R[redacted] who informed me that if I called again, then he would go to the police station and file a complaint of harassment against me.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
> We provided monitoring services to the customer. Customer claimed that his alarm system was not working correctly even though it was and still is sending in signals (a test signal was received on 8/1). We did not install nor do we service his alarm system. We simply provide monitoring service. Customer's alarm system was submitting valid alarm signals so the service was functioning properly.
 
This is a FALSE statement. The system is working since 6/10 or 6/11. I called them on 7/5 because the system displayed a communication error message. And their support James resolved this issue. The person who wrote the above statement didn't know the case.
 
> Customer then did a chargeback for all invoices charged. One of these invoices was for equipment that was returned. We would have refunded the equipment fee but the customer did not contact us and ask about that.
 
I contacted them and found out that they put a wrong email address [redacted] in my account. I asked them to make the correction with my email address and sent me the invoice and refund form. But they never do that.
 
> Once the customer requested that his bank reverse the charges, we are out additional fees for collection of money due as we provided a service. Under our Terms and Conditions, we added these collection fees.
Customer has since paid his account in full including all fees and this account is closed.
 
The company asked Frank * H[redacted] who claimed himself is working in CenCom Legal to send a threaten email on 7/19 saying to send my account to credit bureaus. It forced me to payoff the account. On the other hand, Frank *. H[redacted] made a false statement on 7/19 - "
“I have a complete audit trail of all emails sent to you on all matters, invoices and security deposits as well as refund authorization forms which I am happy to provide you at your request.
" And I kept asking him to send me those emails. On 7/21, Tom R[redacted] proposed that "
The invoices are moot. Here are the facts:
 
1.       We provided service and received signals
2.       You disputed the charges for these provided services with your credit card company
3.       We have the right to enforce our agreement and get payment for the services that we provided
 
We would like to see if there is a negotiated settlement to resolve this situation.
 
Your current open invoice is $492.75.
 
Here is our offer:
Payment for service provided - $52.85
Payment for chargeback fees - $150
Total payment $202.85
Please let me know your response."
 
I followed up with Tom R[redacted] about his proposal on 7/27 but he just wrote
Your account has been paid in full and is closed. The issue is closed.
I wrote to him that on 7/27 –
I was forced to pay off on 7/19. You sent me a proposal on 7/21. If you don't want to settle this case, why you sent me your proposal? Please answer me.
 
I don’t receive an answer from him. And the company is still not able to provide me those emails that were mentioned in Frank ** H[redacted] email on 7/19.
 
See the attachments for details.
Sincerely,[redacted]

Mr. [redacted],
 
Here are the facts:
 
1.       We provided basic alarm monitoring service to you beginning in March.
2.       Beginning in April, your system began sending a monthly test signal which is not included in the basic monitoring service as agreed in the Terms and Conditions
3.       On July 1, we charged your account a $10 fee for this monthly test signal as per our Terms and Conditions. We also gave you the option to ask us to attempt to remove this test signal which you refused. Finally, we gave you the other option of prepaying this test fee at a reduced rate.
4.       On July 11, we sent you an invoice for a chargeback as you requested your credit card company to reverse the VALID $10 charge.
5.       You continue to assert a 90 day satisfaction guarantee which is not and has never been in place. At the time of your order (March 25, 2016), we offered a 30 day guarantee with regards to our ability to monitor your system. We monitored your system. Additionally, you did not request a cancellation until July which is almost 4 months after your original order.
 
All of these are facts and above dispute. You have violated your agreed to Terms and Conditions by requesting your credit card company to reverse the VALID charges. We are completely within our rights to attempt to collect the money owed per our Terms and Conditions.

The Consumer ordered services for his daughter and failed to complete the setup due to his daughter moving out of the country for a few months.  When Ben P[redacted] discussed the 90 Day cancellation Guarantee as shown below he tired to explain that the company could offer a partial refund but the...

account would be closed without recourse vs. allowing the bulk of the amount to be available for reuse in the next year or two when his daughter returned to the states.  But the consumer had tunnel vison on the "no refund" statement and said the company needed the money more than him.  In an effort to assist the consumer, instead of requiring the consumer to cancel his account through www.cancelmyalarm.com, Mr. P[redacted] sent the consumer an email closing the account with a letter of almost full credit available for reuse when his daughter returned.  But the consumer decided to start calling our sales representatives recording the phone calls in an attempt to get one of them to offer him a refund contrary to our 90 Day written policy.  When he failed to do that, and Mr. P[redacted] picked up the phone line to confront him on his actions, he claimed that our hold music has announcements that we offered full refunds. (We have no hold music or announcements.)We are still willing to give the consumer a PARTIAL REFUND, but then there will be ZERO available credit available in the future.  If this is what the consumer wishes, then he MUST go through the proper cancellation process on line at www.CANCELMYALARM.com and a partial refund will be calculated and offered to him.  OUR 90 DAY MONEY BACK GUARANTEE Subscriber has 90 days from time of initial order to cancel services online at www.CancelMyAlarm.com  and to return all equipment and supporting materials to receive a refund with the following deductions: (a) Any refurbishing, repair or recertification on returned equipment. (b) $35.00 Central Station Set-up Fee is non-refundable. (c) Any Shipping fees or item return fees are non-refundable. Under the following conditions: (1) If no signals were received, including "general alarm signals"  by our monitoring center. (2) The consumer made a good faith effort to complete a DIY set-up in accordance with both provided instructions and with live over the phone technical support if needed. (3) The Consumer provided proper connection of the alarm transmitter to their local working communications source required. (4) Consumer agrees that if for any reason they cannot obtain traditional monitoring services that they will accept any offered upgrade offered by Contractor under the condition it is offered at no additional cost beyond shipping & handling, including the “Alarm Ear Monitoring System" prior to cancellation  of service in order to be eligible of any refunds. (5) If the Consumer elects to cancel services  anytime prior to the 90 day guarantee period for any reason other than Contractors written acknowledgement of their inability to monitor their system, there shall be no refunds issued, however the consumer has 1 year to reapply for services and have the unused portion of fees applied to any newly opened account.., however , however the consumer has 1 year to systemguarantee period  the the CtheElectes