Central District Alarm Inc

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: *** ***, Controller
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mycda.net
Mr***'s alarm system has been and is being monitored 24/via radioMr*** telephoned with a problem and, per that
telephone conversation, our service tech was dispatched the next day to check the alarm systemOur tech was on site three hours that day upgrading the software used by the radio and testing the alarm systemHe determined the keypad was bad and needed to be replacedHe returned the next day and replaced the keypad which took approximately forty-five minutesEven though the tech was on site for a total of three and three quarters hours (not including trip time) we only charged the ***'s one and a half hours for the labor and the cost of the new keypad that was installedThe ***'s signed a five year agreement and there is still thirty-five and a half months left on the agreement with a total value of $We believe the charge for the service performed is more than fair and if they agree to pay it, we will let the ***'s go on a month to month basis instead of holding them to the remainder of the agreement
Initial Consumer Rebuttal /* (3000, 8, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the comments made by Mr*** of Central District Alarm (CDA)
When I contacted CDA I was told by their employee that they had not received any "pings" for at least the past months(Meaning our system was not sending any signals to CDA.) After looking at the system, the service technician told my wife the radio was not sending any signalsHe said the radio was not working and wanted to move it from the basement to the first floorThis is in direct conflict with CDA's statement saying our system was always being monitored 24/
Mr*** did not address the issue of being billed for work not authorized, estimated or approved of in advance
I feel I should not have to pay for the work, since an estimate was never provided and the subject of cost never brought upFurther more, we were paying for a monitoring service that was not workingCDA should have notified us immediately when there was a problem with communication to our alarm systemCDA gave us a sense of securityMy family's safety was put at risk for a significant period of time
Final Consumer Response /* (3000, 15, 2015/12/29) */
I am not satisfied that the Revdex.com has elected to close this caseOur concerns have not been addressed
Central District Alarm (CDA) performed work without a cost estimate or authorizationThis seems to be a clear violation of business practice for home repair, auto repair or other types of servicesI should have been notified upfront about any cost that I may incur
The issue of the system being monitored has not been adequately addressedThe CDA call desk employee and the service technician both told us that the cellular communication device had not been workingThe desk employee stated they hadn't received any "pings" in the past monthsThe technician confirmed it wasn't sending any signals when he looked atI would like to know why Mr*** said that the system was being monitored 24/when the cellular system wasn't sending any signalsWhat exactly were they monitoring? Mr*** claims the fault was with the keypadWe had been using they keypad daily to turn off and on the alarmThere was nothing visibly wrong with the keypadCDA just said it was badThere are still additional keypads in the house, so why didn't the system workWe have been billed for these past months of monitoring serviceI don't believe CDA was doing their jobMy family's safety was put in jeopardy and they don't seem to care enough to call me back
*** ***
Final Business Response /* (4000, 17, 2016/01/04) */
According to our records the alarm system was/is working properlyWe would have received a signal (ping) if the radio had a communication problem and we did not receive such a signalWe also did not receive any signals that there was any problem with the alarm systemWhile our technician was on site the first day, he updated the firmware in the radio and that is what he told them he was doingHe then tested the alarm system and he determined that the keypad was not functioning properly and told them that it needed to be replaced and he was told to replace itHe stated he did not have one on the truck and that he would return the next day to change it outHe was never asked if there was a charge or asked how much it would cost to replace itAs stated previously, we discounted the labor from three and three quarter hours plus drive time down to one and one half hoursWe still believe the charge is more than fairWe have also agreed to change the monitoring to month to month at a potential loss of $to us if they agree to pay the service invoice of $

Final Consumer Response /* (2000, 7, 2015/11/12) */
Thanks ***The company has contacted us and said they will be out here next week to finish the work
Thanks for your follow up
Regards,

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mycda.net
I left two messages for Ms. [redacted] last week and tried calling her again this morning. We would like to resolve this matter by sending a tech...

to her home to reset the code on her alarm at our minimum service call rate of $95.00. If she will call me, I will make the arrangements.

Mr. [redacted] owns the alarm system.  CDA owns the radio that communicates with our Central Station and is attached to Mr. [redacted]’s alarm system.  The agreement dated September 24, 2015 is for CDA to monitor Mr. [redacted]’s alarm system and clearly states that “All other work to be performed on a time...

and material basis.”  We quoted Mr. [redacted] our standard hourly rate for a service call.  The remaining balance on the agreement is $1,479 and we are willing to accept $925 from Mr. [redacted] to buy out the agreement.