Sent: Wednesday, December 07, 10:AMSubject: complaint [redacted] “Please reopen this and allow A.SAlarm aka CEN COM Incanother shot at making this rightA.SAlarm aka CEN COM Incis telling me I have to pay more to continue monitoring with wirelessI will not pay another dimeThey say their service will stop workingI say they breached the contract and any rational person would come to the same conclusionThey are responsible for my loss of service and it is fair that their failure to maintain service constitutes a fair reimbursement for the unused portion of serviceI will have to replace that service at todays prices, which are higherThe original amount was 148.?? For upgradingA.SAlarm aka CEN COM INCdidn’t mention thatI expect a refundI am sending a letter in congruence with the laws of the States of Washington and Texas noting my intentions of further proceedings if a resolution isn’t reached(small claims court)They expect me to let them halt my service with no remuneration, or pay for an upgrade of 148.?? and not commit till contract end, or a downgrade of and install a phone line which is another expenseAll of these options are not supportive of the customerMy opinion is this is highway robbery at its finest and this is what gives reputable online businesses a bad nameIt may cost me dollars but it will be worth every penny to let the entire country know how this has been handled I will guarantee one thingThe people I spoke to and the company will remember my name by the time I get finished posting and calling peopleThe customer service and treatment of this customer is appalling and if they expect me to roll over and take it, they are mistaken“ Respectfully, [redacted]
The consumer ordered alarm monitoring services using her own alarm system and using her existing cellular alarm transmitter As part of the order process, the consumer is clearly notified that we cannot guarantee that their existing cellular alarm transmitter that they purchased from a previous alarm monitoring service can be used due to it not being in working order or not being released from the previous alarm company In fact, they are offered a replacement guarantee for a one time additional payment of $PRIOR to placing their monitoring order(See below clause from order form.) Prior to placement of this order, for a one time additional $fee, we can offer you REPLACEMENT INSURANCE on your existing transmitter In the event your existing cellular transmitter cannot be used for any reason, simply send us your old transmitter and we will send you a replacement transmitter at no additional charge other than a standard shipping feeWould you like to add REPLACEMENT INSURANCE to this order?: NO - Do not insure my existing transmitter, and I am aware that your day refund offer does not apply if my equipment is unusable Once we attempted to activate the consumers alarm transmitter, we found that it was not useable and that the consumer was very upset At that point we offered to ‘go back in time’ and charge her the $replacement option as if she ordered a replacement option at the time of her initial order The consumer agreed to this $fee and it was charged to her account A few days later, the consumer called into the office and yet again complained about the $charge just made to her account for the replacement option We sent her a letter detailing the charges and asker her what she would like us to do (See excerpt of letter below.) At this point there are three things that can be done for you PLEASE REPLY TO THIS EMAIL WITH THE OPTION OF YOUR CHOISE YOUR ACCOUNT WILL REMAIN IN ITS CURRENT POSITION UNTIL WE DO RECEIVE YOUR RESPONSE Option #1: Provide us with the name and contact number of your previous alarm company in order for us to attempt to have the release it so it can be reused I suspect we would also need your account number and password to discuss your alarm with them If we can get the unit released, we will complete the monitoring sfor you and also refund you the $charge for the replacement insurance you paid If we cannot get it released by the previous company, we would move on to option # Option #2: We would complete the replacement insurance option for you by sending you a replacement 2G cellular transmitter There would be a $shipping fee as per the insurance requirements, but other than that no additional fees would apply Upon completion of the replacement, you would ship the old unit back to us Option #3: We continue to cancel your alarm monitoring order Your account would be closed, but there would be no refund available to you based on your cancellation being beyond days after the initial order date as well as you election to cancel the replacement as well I trust we can continue our service efforts on account and will await your REPLY to your decision Regards, MrBenjamin P [redacted] Customer Service Manager Instead of responding to the letter, the consumer simply did a chargeback for all fees charged through her credit card The consumer was notified on several occasions that the chargeback would be sent to collections if it was not paid or settled within days SEVERAL WEEKS later, the outstanding balance was sent to collections for the amount of $357.85, not $as claimed by the consumer If the consumer wishes to make payment for the $outstanding debt, we ar happy to request removal of the credit bureau information
Mr [redacted] , You state that alarm NEVER worked That is because when we ship a digital diverter to a consumer, we have no idea what the account number will be We do know that the first digits will be *** But we can only determine the last digits AFTER the alarm panel calls into the center and tells us the account number coded into the customers alarm panel from his previous alarm company And since your account number is [redacted] , that tells us your alarm panel was pre-programmed as [redacted] by your previous alarm company A fact that could only be known if the alarm reported into us and was converted into our monitoring center from its temporary account number of [redacted] You also stated that when you tried to cancel services previously at www.cancelmyalarm.com, you elected to pay for seven years of discounted services because it was cheaper than paying the past due service fees To begin with, this makes no sense since your past due bills would have been due regardless of your pre-payment for future services In addition to that, records reflect that you pre-paid $for seven years of service and only received a credit of $against a past due balance of $ I also wonder why you just didn’t pay off the $balance back them to close the account Or pre-pay one year or two instead of seven yearsI also wonder why if as you say you had to pre-pay seven years to get out of this contract why you didn’t at that point or any point over the next years cancel services as per the contract online at www.cancelmyalarm.com You clearly know it was a requirement as you indicated that’s how you started into this seven-year prepayment cycleFinally, if over the last seven years you truly felt that you were not receiving any of the services you ordered, why didn’t you complain? I show no letters in file No emailsNo attempted charge backs on your credit card or anything for that matter In fact, we have a specific paragraph in our Terms & Conditions specifically for issues like this as follows: CONTRACT BREACH: Any claims for breach of this agreement or breach of any express or implied warranties of fitness or merchantability must be communicated IN WRITING, SENT BY CERTIFIED LETTER, RETRUN RECEIPT, TO CONTRACTOR WITHIN FIVE (5) DAYS OF THE ALLEGED BREACHFAILURE TO DO SO WILL RESULT IN SUBSCRIBERS FULL AND COMPLETE WAIVER OF ANY DEFENSES IT MAY HAVE AS A RESULT OF THE ALLEGED BREACHWithout anything from you in writing, specifically as required in our contract, you have waived any defensive rights that you state you may haveOf course, you fail to even touch on the fact that you never returned our leased equipmentOnly a portion of the fees are for the services that you say you never received What about our leased equipment that you have had in your possession and still to this date have never returned? Just the mere possession of the equipment makes the fees justified regardless of any services you state you did not receiveAs a side note, we are willing to reduce the amount by $to $if paid within days
May 25, – Customer prepaid for months of serviceAs stated in our Terms and Conditions, services start at the time the order is placed: 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 beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment June 17, – Our technician worked with the customer and determined that we were receiving calls from his device, but due to a bad VoIP connection, we set the account up as a General AlarmThis allows us to still monitor the system even with the bad connectionThe technician explained this to the customer July 1, – we received a valid General Alarm signal and tried to contact the customer and ultimately contacted the local authorities July 17, – we received a single signal which is not a valid General Alarm (which the customer states was not an actual alarm); we did send an email notification to the customer of the signal July 18, – we billed the customer $for his August alarm monitoring bill as his prepaid month term had ended July 19, – customer submitted a cancellation request; this request was excepted with our standard day cancellation notice: 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 [redacted] a minimum of days prior to intended cancellation date or as an alternative method of cancellation may request cancellation in writing, days in advance, BY CERTIFIED MAIL, RETURN RECEIPT REQUIREDThis 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 of their Social Security Number or Federal I.DNumber if a business(e) Date Termination Is To Take Place with a Minimum days advance notice As the customer has already paid for August, his remaining balance is $to cover the other days of required cancellation notice At this point, we have provided service to the customer under our Terms and ConditionsHis account is fully paid and cancelledWe have charged him a $deposit for his equipmentWe will refund this deposit charge once the device is received back in good condition within days 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 onlyUpon return of the equipment, the previously held security deposit will be returned to the Consumer within days, less the cost of any repair, refurbishing or repackaging requiredIf item is damaged beyond repair, or is not returned within days of end of services, Contractor has the right to charge the retail value of the item to SubscriberUpon 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 receivedSubscriber is then to disconnect, remove and provide return of any of Contractors equipment within days of end of service termShould any property of Contractors not be returned within this day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment
The consumer ordered alarm monitoring services of their existing alarm system We shipped a cellular transmitter to the consumer and they installed it within a few days of its receipt After its installation, they tested their alarm system and sent in several alarm signals verifying its proper operation however, several hours later, their existing alarm system failed and has ceased to work since then Our service agreement excludes any liability for the consumers equipment what-so-ever?
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 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 vsallowing 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, MrP [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 Day written policy When he failed to do that, and MrP [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 DAY MONEY BACK GUARANTEE Subscriber has 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) $Central Station SFee is non-refundable(c) Any Shipping fees or item return fees are non-refundableUnder 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 sin 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 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 year to reapply for services and have the unused portion of fees applied to any newly opened account.., however , however the consumer has year to systemguarantee period the the CtheElectes
Complaint: [redacted] I am rejecting this response because: I read the answer from cen com, and that is not how this happened I cancelled before the 15th of May, was unable to talk to anyone about cancelling, forcing me to cancel online As per my paperwork from when I signed up with their service, there are no cancellation fees after being with them for years I cancelled before the 15th of the month so I would not owe any additional money for no services rendered I cancelled them from my credit card as I have heard bad things about this company They circumvented this credit card block and charged me not only for the next month of monitoring but an additional $ I was able to reach Ben P***, who assured me that he would waive the $if I paid the month of monitoring that I did not owe plus $ I said that is not fair and he said I will see you in court and hung upI never recieved an invoice from themThat is the last correspondence I had from them until I got a collections letter from Fidelity Information Corporation, giving me days to respond I did respond with these facts Sincerely, [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 $On their website when you sign up for services, there is a guaranteed day refund if a customer decides that they do not want their servicesI have a screenshot to support thatThere 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]
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 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 CODETECTOR 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 COdetector 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 COALARM conditions stating the equipment was defective instead of correcting the problem by moving the disc to the sirenThe consumers statement "attempted to process $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 $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 $for the equipment deposit will not be challenged and the account has been closedThere will be NO extortion payments to the consumer for $or any other amounts otherwise
The consumer ordered monitoring over a phone line for $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 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 $ Instead of reaching out to us regarding the $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 $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 $credit was due, we immediately stopped the collection action and issued a credit to his account for the full $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 $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 $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 $when he has only paid us $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 $security deposit, the account will be sent to a collection agency and reported to the credit bureaus as well
Complaint: [redacted] I am rejecting this response because:The service does not and has never worked, I attempted to register the service which would speak to the temporary account numberIf this alarm service worked I would have no reason not to continue the serviceIt is around 90% cheaper than ADT unfortunately for me it does not workA fact that your company will continue to refute vs dealing with the facts which areI have a digital converter box from your company, that did not convert the alarm signal from my house (Can I send back at this point?)I prepaid for service back in 2010, which I do not dispute, merely stating when I did so I requested for the account not to renewThe account renewed which is why there is a dispute Please stop referring to the previous prepaid service as proof positive that the alarm worked in the pastIt does notI am arguing the renewal which has led to the charge of $If service had been provided I bill would be paid for it.An additional question is this account still active? Sincerely, [redacted]
Account - [redacted] / [redacted] Here is the full account history: 10/24/– Customer signed up for service and prepaid for year of monitoring at $per monthThis included the free lease of a cellular transmitterAt the same time, he agreed to the Terms and Conditions as listed here - http://www.alarmmonitoringservices.com/terms.html 10/25/– Customer requested that we send an Insurance Certificate to his Insurance company which allowed them to receive a discount on their insurance 10/27/– Cellular transmitter was delivered to the customer 11/15/– Technician worked with customer to get the device connectedIt was discovered that the customer had more than the usual number of devices connected to his alarm panel so there was not enough power to power the cellular deviceThe customer was instructed to order a power supply for the cellular transmitter 11/18/– Customer ordered needed power supply 11/21/– Power supply was shipped to the customer 12/21/– Technician worked with customer and determined that Cellular Transmitter was online and able to transmit, however, no signals were received 1/4/– Technician worked with the customer and verified that the alarm panel appeared to be properly programmed, however, due to a momentary outage, the cellular transmitter was unable to send signals 1/12/– Technician again worked with the customer but no signals were receivedCustomer stated that they were getting a phone line installed so Technician could verify functionality of the alarm panel 2/28/– Customer requested cancellation of alarm service which was outside of the Day Refund as it was more than days since the customer had placed the order 3/2/– Customer sent a Refund Approval Request which detailed the amount of eligible refundPer the agreed Terms and Conditions, the original payment amounts were reduced by the months after the customer signed up at the month-to-month rate ($29.95) as well as being reduced by the non-refundable activation fees and shipping fees PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the day cancellation term dateDAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment3/14/– Alarm transmitter was received backTechnician tested the returned device and determined that it was functioning properlyWhen connected to an alarm panel, test signals were sent and received with no issues As for the customer complaint about the charges for non-completion of setup, this is clearly laid out in the Terms and Conditions as well 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 beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment As for the customer complaint about the deposit upon cancellation, this is clearly laid out in the Terms and Conditions as well: 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 onlyUpon return of the equipment, the previously held security deposit will be returned to the Consumer within days, less the cost of any repair, refurbishing or repackaging requiredIf item is damaged beyond repair, or is not returned within days of end of services, Contractor has the right to charge the retail value of the item to SubscriberUpon 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 receivedSubscriber is then to disconnect, remove and provide return of any of Contractors equipment within days of end of service termShould any property of Contractors not be returned within this day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment To summarize, the customer prepaid for alarm service, and we provided the leased deviceWe worked repeatedly with the customer to get the product workingAs the device worked perfectly once returned, the trouble was with the customer’s alarm panel itselfAs the problem was not related with our product or service, the customer received the refund due them based on the agreed Terms and Conditions
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 attemptThis is the first time I have dealt with such intricacy to prove my caseYour company had stated a 100% guarantee or our money backAnd 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 $ADDITIONAL FEE WILL APPLY PER CHARGE DISPUTED WITH YOUR PROVIDER.QUESTIONS? Call 1-800-365-Ext #***Where did you get this statement againSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the date that I cancelled was as mentioned on my complaint was within days after I decided not to go with the cellular service the very next dayTherefore, I believe I am entitled to my full refund amountI made several calls within the 30-day periods to the company and I also filed complete cancellation statementsI never received any response from the company and kept calling after the 30-day periodI believe this company is committing fraud by not revealing hidden charges to the consumerAs stated before I did cancel within the days.Sincerely, [redacted]
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 itWhy 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 suggestedThere 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 ServicesI have the letters and receipts from this company to prove they are liarsMy roommate and the previous alarm company can confirm my system worked fine before this company ruined it Sincerely, [redacted]
We have responded to both of these items multiple timesThere were no statements sentWe do have an audit trail of emails and invoicesThey show that we sent some invoices/emails to the wrong email address On the payment, the customer has paid the invoice in full and the matter is resolved
Here is the situation: Customer prepaid for months of service on 6/9/This service was using his existing equipment which happens to include a 2G radio As the cell carriers have announced that they will be discontinuing 2G service at the end of 2016, we have been reaching out to 2G customers to upgrade to a new 3G/4G radio We offered to sell the customer an upgraded radio that will work after the end of the yearIf the customer does not upgrade, then their device will cease to workThis is outside of our control as this is the cell carriers discontinuing the network Instead of accepting the upgrade offer, the customer requested to downgrade to diphone serviceIn order to make this happen, we will need to have a technician work with the customer to disconnect the cell communicator and re-program his alarm system This is a $service which is what was billed The customer can cancel at any time by going to CancelMyAlarm.com or sending a certified letterThe customer has not done either As for any refund, there is none owedUpon cancellation during a prepaid term, we re-calculate the pre-paid monitoring fees at the month-to-month rate which is currently $The customer has used months of service and would have an additional months as cancellation requires a day notice The math is as follows: Prepaid monitoring fees paid – [redacted] $= $ Month to month re-calculation – [redacted] $= $ Here is the information from our Terms and Conditions: PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the day cancellation term date At this point, the customer has a few options: Do nothingIf the customer does nothing, at some point after the end of the year, the alarm system will stop communicating as the cell carriers turn off the 2G network Upgrade to 3GAny amount paid for the device would be usable to discount future month to month monitoring fees Downgrade to dimonitoringThis would require a tech appointment and a $tech fee The customer needs to contact us to advise the desired course
Complaint: [redacted] I am rejecting this response because: I do not have any equipment to return as I didn't purchase any equipment from them or anyone elseAlso I believe that this company is committing fraudI also filed a dispute with my bank and have received a credit of $until November when the bank has finished its own investigationI have received e-mails today the 20th of October from A.S.Alarm services threatening to report this to the credit bureau and asking me for $I don't want this company to call my home or cell phone.Sincerely, [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 months (years!) when his alarm was not even working??? If we could not provide services on his alarm system back in 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 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 suchPlease 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, 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 day notice once your original pre-paid month term or any pre-paid discounted term thereafter expired (In review however, you received months instead of months, their error.) In addition to this, you received an additional $credit to your account which you used for month number and 14.You then paid for services on the month to month rate for the next monthsThen in January 2010, you renewed for a year pre-paid term at a heavily discounted rate with the agreement that upon completion of the months, you would yet again be subject to the month to month rate until canceled with a day notice or renewed as you had done in January 2010.When January 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 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 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 $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 $to $if paid within 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 COLLECTIONS4/21/174/7/17@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 ACCOUNTDIRECTED 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
Under the fair debt collection act we cannot respond to the consumer directly.credit complaint They must issue their written complaint to the collection agency that sent them the notice instead
Sent: Wednesday, December 07, 10:AMSubject: complaint [redacted] “Please reopen this and allow A.SAlarm aka CEN COM Incanother shot at making this rightA.SAlarm aka CEN COM Incis telling me I have to pay more to continue monitoring with wirelessI will not pay another dimeThey say their service will stop workingI say they breached the contract and any rational person would come to the same conclusionThey are responsible for my loss of service and it is fair that their failure to maintain service constitutes a fair reimbursement for the unused portion of serviceI will have to replace that service at todays prices, which are higherThe original amount was 148.?? For upgradingA.SAlarm aka CEN COM INCdidn’t mention thatI expect a refundI am sending a letter in congruence with the laws of the States of Washington and Texas noting my intentions of further proceedings if a resolution isn’t reached(small claims court)They expect me to let them halt my service with no remuneration, or pay for an upgrade of 148.?? and not commit till contract end, or a downgrade of and install a phone line which is another expenseAll of these options are not supportive of the customerMy opinion is this is highway robbery at its finest and this is what gives reputable online businesses a bad nameIt may cost me dollars but it will be worth every penny to let the entire country know how this has been handled I will guarantee one thingThe people I spoke to and the company will remember my name by the time I get finished posting and calling peopleThe customer service and treatment of this customer is appalling and if they expect me to roll over and take it, they are mistaken“ Respectfully, [redacted]
The consumer ordered alarm monitoring services using her own alarm system and using her existing cellular alarm transmitter As part of the order process, the consumer is clearly notified that we cannot guarantee that their existing cellular alarm transmitter that they purchased from a previous alarm monitoring service can be used due to it not being in working order or not being released from the previous alarm company In fact, they are offered a replacement guarantee for a one time additional payment of $PRIOR to placing their monitoring order(See below clause from order form.) Prior to placement of this order, for a one time additional $fee, we can offer you REPLACEMENT INSURANCE on your existing transmitter In the event your existing cellular transmitter cannot be used for any reason, simply send us your old transmitter and we will send you a replacement transmitter at no additional charge other than a standard shipping feeWould you like to add REPLACEMENT INSURANCE to this order?: NO - Do not insure my existing transmitter, and I am aware that your day refund offer does not apply if my equipment is unusable Once we attempted to activate the consumers alarm transmitter, we found that it was not useable and that the consumer was very upset At that point we offered to ‘go back in time’ and charge her the $replacement option as if she ordered a replacement option at the time of her initial order The consumer agreed to this $fee and it was charged to her account A few days later, the consumer called into the office and yet again complained about the $charge just made to her account for the replacement option We sent her a letter detailing the charges and asker her what she would like us to do (See excerpt of letter below.) At this point there are three things that can be done for you PLEASE REPLY TO THIS EMAIL WITH THE OPTION OF YOUR CHOISE YOUR ACCOUNT WILL REMAIN IN ITS CURRENT POSITION UNTIL WE DO RECEIVE YOUR RESPONSE Option #1: Provide us with the name and contact number of your previous alarm company in order for us to attempt to have the release it so it can be reused I suspect we would also need your account number and password to discuss your alarm with them If we can get the unit released, we will complete the monitoring sfor you and also refund you the $charge for the replacement insurance you paid If we cannot get it released by the previous company, we would move on to option # Option #2: We would complete the replacement insurance option for you by sending you a replacement 2G cellular transmitter There would be a $shipping fee as per the insurance requirements, but other than that no additional fees would apply Upon completion of the replacement, you would ship the old unit back to us Option #3: We continue to cancel your alarm monitoring order Your account would be closed, but there would be no refund available to you based on your cancellation being beyond days after the initial order date as well as you election to cancel the replacement as well I trust we can continue our service efforts on account and will await your REPLY to your decision Regards, MrBenjamin P [redacted] Customer Service Manager Instead of responding to the letter, the consumer simply did a chargeback for all fees charged through her credit card The consumer was notified on several occasions that the chargeback would be sent to collections if it was not paid or settled within days SEVERAL WEEKS later, the outstanding balance was sent to collections for the amount of $357.85, not $as claimed by the consumer If the consumer wishes to make payment for the $outstanding debt, we ar happy to request removal of the credit bureau information
Mr [redacted] , You state that alarm NEVER worked That is because when we ship a digital diverter to a consumer, we have no idea what the account number will be We do know that the first digits will be *** But we can only determine the last digits AFTER the alarm panel calls into the center and tells us the account number coded into the customers alarm panel from his previous alarm company And since your account number is [redacted] , that tells us your alarm panel was pre-programmed as [redacted] by your previous alarm company A fact that could only be known if the alarm reported into us and was converted into our monitoring center from its temporary account number of [redacted] You also stated that when you tried to cancel services previously at www.cancelmyalarm.com, you elected to pay for seven years of discounted services because it was cheaper than paying the past due service fees To begin with, this makes no sense since your past due bills would have been due regardless of your pre-payment for future services In addition to that, records reflect that you pre-paid $for seven years of service and only received a credit of $against a past due balance of $ I also wonder why you just didn’t pay off the $balance back them to close the account Or pre-pay one year or two instead of seven yearsI also wonder why if as you say you had to pre-pay seven years to get out of this contract why you didn’t at that point or any point over the next years cancel services as per the contract online at www.cancelmyalarm.com You clearly know it was a requirement as you indicated that’s how you started into this seven-year prepayment cycleFinally, if over the last seven years you truly felt that you were not receiving any of the services you ordered, why didn’t you complain? I show no letters in file No emailsNo attempted charge backs on your credit card or anything for that matter In fact, we have a specific paragraph in our Terms & Conditions specifically for issues like this as follows: CONTRACT BREACH: Any claims for breach of this agreement or breach of any express or implied warranties of fitness or merchantability must be communicated IN WRITING, SENT BY CERTIFIED LETTER, RETRUN RECEIPT, TO CONTRACTOR WITHIN FIVE (5) DAYS OF THE ALLEGED BREACHFAILURE TO DO SO WILL RESULT IN SUBSCRIBERS FULL AND COMPLETE WAIVER OF ANY DEFENSES IT MAY HAVE AS A RESULT OF THE ALLEGED BREACHWithout anything from you in writing, specifically as required in our contract, you have waived any defensive rights that you state you may haveOf course, you fail to even touch on the fact that you never returned our leased equipmentOnly a portion of the fees are for the services that you say you never received What about our leased equipment that you have had in your possession and still to this date have never returned? Just the mere possession of the equipment makes the fees justified regardless of any services you state you did not receiveAs a side note, we are willing to reduce the amount by $to $if paid within days
May 25, – Customer prepaid for months of serviceAs stated in our Terms and Conditions, services start at the time the order is placed: 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 beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment June 17, – Our technician worked with the customer and determined that we were receiving calls from his device, but due to a bad VoIP connection, we set the account up as a General AlarmThis allows us to still monitor the system even with the bad connectionThe technician explained this to the customer July 1, – we received a valid General Alarm signal and tried to contact the customer and ultimately contacted the local authorities July 17, – we received a single signal which is not a valid General Alarm (which the customer states was not an actual alarm); we did send an email notification to the customer of the signal July 18, – we billed the customer $for his August alarm monitoring bill as his prepaid month term had ended July 19, – customer submitted a cancellation request; this request was excepted with our standard day cancellation notice: 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 [redacted] a minimum of days prior to intended cancellation date or as an alternative method of cancellation may request cancellation in writing, days in advance, BY CERTIFIED MAIL, RETURN RECEIPT REQUIREDThis 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 of their Social Security Number or Federal I.DNumber if a business(e) Date Termination Is To Take Place with a Minimum days advance notice As the customer has already paid for August, his remaining balance is $to cover the other days of required cancellation notice At this point, we have provided service to the customer under our Terms and ConditionsHis account is fully paid and cancelledWe have charged him a $deposit for his equipmentWe will refund this deposit charge once the device is received back in good condition within days 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 onlyUpon return of the equipment, the previously held security deposit will be returned to the Consumer within days, less the cost of any repair, refurbishing or repackaging requiredIf item is damaged beyond repair, or is not returned within days of end of services, Contractor has the right to charge the retail value of the item to SubscriberUpon 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 receivedSubscriber is then to disconnect, remove and provide return of any of Contractors equipment within days of end of service termShould any property of Contractors not be returned within this day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment
The consumer ordered alarm monitoring services of their existing alarm system We shipped a cellular transmitter to the consumer and they installed it within a few days of its receipt After its installation, they tested their alarm system and sent in several alarm signals verifying its proper operation however, several hours later, their existing alarm system failed and has ceased to work since then Our service agreement excludes any liability for the consumers equipment what-so-ever?
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 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 vsallowing 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, MrP [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 Day written policy When he failed to do that, and MrP [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 DAY MONEY BACK GUARANTEE Subscriber has 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) $Central Station SFee is non-refundable(c) Any Shipping fees or item return fees are non-refundableUnder 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 sin 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 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 year to reapply for services and have the unused portion of fees applied to any newly opened account.., however , however the consumer has year to systemguarantee period the the CtheElectes
Complaint: [redacted] I am rejecting this response because: I read the answer from cen com, and that is not how this happened I cancelled before the 15th of May, was unable to talk to anyone about cancelling, forcing me to cancel online As per my paperwork from when I signed up with their service, there are no cancellation fees after being with them for years I cancelled before the 15th of the month so I would not owe any additional money for no services rendered I cancelled them from my credit card as I have heard bad things about this company They circumvented this credit card block and charged me not only for the next month of monitoring but an additional $ I was able to reach Ben P***, who assured me that he would waive the $if I paid the month of monitoring that I did not owe plus $ I said that is not fair and he said I will see you in court and hung upI never recieved an invoice from themThat is the last correspondence I had from them until I got a collections letter from Fidelity Information Corporation, giving me days to respond I did respond with these facts Sincerely, [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 $On their website when you sign up for services, there is a guaranteed day refund if a customer decides that they do not want their servicesI have a screenshot to support thatThere 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]
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 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 CODETECTOR 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 COdetector 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 COALARM conditions stating the equipment was defective instead of correcting the problem by moving the disc to the sirenThe consumers statement "attempted to process $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 $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 $for the equipment deposit will not be challenged and the account has been closedThere will be NO extortion payments to the consumer for $or any other amounts otherwise
The consumer ordered monitoring over a phone line for $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 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 $ Instead of reaching out to us regarding the $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 $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 $credit was due, we immediately stopped the collection action and issued a credit to his account for the full $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 $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 $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 $when he has only paid us $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 $security deposit, the account will be sent to a collection agency and reported to the credit bureaus as well
Complaint: [redacted] I am rejecting this response because:The service does not and has never worked, I attempted to register the service which would speak to the temporary account numberIf this alarm service worked I would have no reason not to continue the serviceIt is around 90% cheaper than ADT unfortunately for me it does not workA fact that your company will continue to refute vs dealing with the facts which areI have a digital converter box from your company, that did not convert the alarm signal from my house (Can I send back at this point?)I prepaid for service back in 2010, which I do not dispute, merely stating when I did so I requested for the account not to renewThe account renewed which is why there is a dispute Please stop referring to the previous prepaid service as proof positive that the alarm worked in the pastIt does notI am arguing the renewal which has led to the charge of $If service had been provided I bill would be paid for it.An additional question is this account still active? Sincerely, [redacted]
Account - [redacted] / [redacted] Here is the full account history: 10/24/– Customer signed up for service and prepaid for year of monitoring at $per monthThis included the free lease of a cellular transmitterAt the same time, he agreed to the Terms and Conditions as listed here - http://www.alarmmonitoringservices.com/terms.html 10/25/– Customer requested that we send an Insurance Certificate to his Insurance company which allowed them to receive a discount on their insurance 10/27/– Cellular transmitter was delivered to the customer 11/15/– Technician worked with customer to get the device connectedIt was discovered that the customer had more than the usual number of devices connected to his alarm panel so there was not enough power to power the cellular deviceThe customer was instructed to order a power supply for the cellular transmitter 11/18/– Customer ordered needed power supply 11/21/– Power supply was shipped to the customer 12/21/– Technician worked with customer and determined that Cellular Transmitter was online and able to transmit, however, no signals were received 1/4/– Technician worked with the customer and verified that the alarm panel appeared to be properly programmed, however, due to a momentary outage, the cellular transmitter was unable to send signals 1/12/– Technician again worked with the customer but no signals were receivedCustomer stated that they were getting a phone line installed so Technician could verify functionality of the alarm panel 2/28/– Customer requested cancellation of alarm service which was outside of the Day Refund as it was more than days since the customer had placed the order 3/2/– Customer sent a Refund Approval Request which detailed the amount of eligible refundPer the agreed Terms and Conditions, the original payment amounts were reduced by the months after the customer signed up at the month-to-month rate ($29.95) as well as being reduced by the non-refundable activation fees and shipping fees PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the day cancellation term dateDAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment3/14/– Alarm transmitter was received backTechnician tested the returned device and determined that it was functioning properlyWhen connected to an alarm panel, test signals were sent and received with no issues As for the customer complaint about the charges for non-completion of setup, this is clearly laid out in the Terms and Conditions as well 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 beginIt is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 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 notIn 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 servicesThis security deposit shall be refunded once services have begun or upon return of said equipment As for the customer complaint about the deposit upon cancellation, this is clearly laid out in the Terms and Conditions as well: 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 onlyUpon return of the equipment, the previously held security deposit will be returned to the Consumer within days, less the cost of any repair, refurbishing or repackaging requiredIf item is damaged beyond repair, or is not returned within days of end of services, Contractor has the right to charge the retail value of the item to SubscriberUpon 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 receivedSubscriber is then to disconnect, remove and provide return of any of Contractors equipment within days of end of service termShould any property of Contractors not be returned within this day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment To summarize, the customer prepaid for alarm service, and we provided the leased deviceWe worked repeatedly with the customer to get the product workingAs the device worked perfectly once returned, the trouble was with the customer’s alarm panel itselfAs the problem was not related with our product or service, the customer received the refund due them based on the agreed Terms and Conditions
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 attemptThis is the first time I have dealt with such intricacy to prove my caseYour company had stated a 100% guarantee or our money backAnd 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 $ADDITIONAL FEE WILL APPLY PER CHARGE DISPUTED WITH YOUR PROVIDER.QUESTIONS? Call 1-800-365-Ext #***Where did you get this statement againSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: the date that I cancelled was as mentioned on my complaint was within days after I decided not to go with the cellular service the very next dayTherefore, I believe I am entitled to my full refund amountI made several calls within the 30-day periods to the company and I also filed complete cancellation statementsI never received any response from the company and kept calling after the 30-day periodI believe this company is committing fraud by not revealing hidden charges to the consumerAs stated before I did cancel within the days.Sincerely, [redacted]
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 itWhy 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 suggestedThere 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 ServicesI have the letters and receipts from this company to prove they are liarsMy roommate and the previous alarm company can confirm my system worked fine before this company ruined it Sincerely, [redacted]
We have responded to both of these items multiple timesThere were no statements sentWe do have an audit trail of emails and invoicesThey show that we sent some invoices/emails to the wrong email address On the payment, the customer has paid the invoice in full and the matter is resolved
Here is the situation: Customer prepaid for months of service on 6/9/This service was using his existing equipment which happens to include a 2G radio As the cell carriers have announced that they will be discontinuing 2G service at the end of 2016, we have been reaching out to 2G customers to upgrade to a new 3G/4G radio We offered to sell the customer an upgraded radio that will work after the end of the yearIf the customer does not upgrade, then their device will cease to workThis is outside of our control as this is the cell carriers discontinuing the network Instead of accepting the upgrade offer, the customer requested to downgrade to diphone serviceIn order to make this happen, we will need to have a technician work with the customer to disconnect the cell communicator and re-program his alarm system This is a $service which is what was billed The customer can cancel at any time by going to CancelMyAlarm.com or sending a certified letterThe customer has not done either As for any refund, there is none owedUpon cancellation during a prepaid term, we re-calculate the pre-paid monitoring fees at the month-to-month rate which is currently $The customer has used months of service and would have an additional months as cancellation requires a day notice The math is as follows: Prepaid monitoring fees paid – [redacted] $= $ Month to month re-calculation – [redacted] $= $ Here is the information from our Terms and Conditions: PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the day cancellation term date At this point, the customer has a few options: Do nothingIf the customer does nothing, at some point after the end of the year, the alarm system will stop communicating as the cell carriers turn off the 2G network Upgrade to 3GAny amount paid for the device would be usable to discount future month to month monitoring fees Downgrade to dimonitoringThis would require a tech appointment and a $tech fee The customer needs to contact us to advise the desired course
Complaint: [redacted] I am rejecting this response because: I do not have any equipment to return as I didn't purchase any equipment from them or anyone elseAlso I believe that this company is committing fraudI also filed a dispute with my bank and have received a credit of $until November when the bank has finished its own investigationI have received e-mails today the 20th of October from A.S.Alarm services threatening to report this to the credit bureau and asking me for $I don't want this company to call my home or cell phone.Sincerely, [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 months (years!) when his alarm was not even working??? If we could not provide services on his alarm system back in 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 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 suchPlease 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, 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 day notice once your original pre-paid month term or any pre-paid discounted term thereafter expired (In review however, you received months instead of months, their error.) In addition to this, you received an additional $credit to your account which you used for month number and 14.You then paid for services on the month to month rate for the next monthsThen in January 2010, you renewed for a year pre-paid term at a heavily discounted rate with the agreement that upon completion of the months, you would yet again be subject to the month to month rate until canceled with a day notice or renewed as you had done in January 2010.When January 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 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 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 $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 $to $if paid within 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 COLLECTIONS4/21/174/7/17@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 ACCOUNTDIRECTED 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
Under the fair debt collection act we cannot respond to the consumer directly.credit complaint They must issue their written complaint to the collection agency that sent them the notice instead