Please note that the initial complaint sent via email was not received it went into our spam folder. We have reviewed the complaint and found the following: The customer entered into a monitoring agreement with us dated 11/22/2002. The monitoring service was for standard digital...
alarm monitoring. This is done passively which means that upon an alarm activation, a signal is transmitted to our central office. There are no automatic test signals associated with this level of service. However, customers are notified to test their alarm regularly to ensure there is a proper connection. Notices are mailed out with our billing and our agreements state the same. With regards to her initial request to cancel, we never received a required written notification. Also, we were not aware of any issues until she called into our office on 3/20/2017. Prior to this date, a service appointment was made for 9/16/2015 but customer was not at home upon technician’s arrival. It appears that the customer changed phone providers. When this was done the telephone provider did not reconnect the alarm system. By agreement, the customer is responsible for their telephone service and its conductivity. If this is done the cable company usually asks a customer to run a test after a change is made. Again, notices on our bills provide this information. Even though the above reconnection was not completed by the new phone service provided, we have made a good faith adjustment and issued the customer 17 months of credit going forward plus an additional credit to offset the reconnection and repair of the system. Also, we have upgraded their monitoring to daily test service (which normally cost $8/month additional) at no cost at this time. The customer agreed to have us service this system on March 20th, and at which time we reconnected the phone line and performed some additional maintenance service to get the system working properly. The system is now currently tested daily to us and working properly. We believe this matter has been resolved to customer’s satisfaction.
Mr. [redacted] dropped off his vehicle and told me it was making a knocking noise and that he thought it was a lifter making the noise. I told Mr. [redacted] that it would take a few days for me to even look at the truck due to us being backed up on engine work. After looking at the vehicle...
I suspected that the problem might be a bent rod. I called Mr. [redacted] back and told him what I suspected the problem to be and told him that the only way to be sure was to pull the engine oil pan to access the area and verify that it was in fact a bent rod and not a lifter. I asked him if it was okay to remove the oil pan and he said yes. After I confirmed that it was a bent rod causing the problem I called Mr. [redacted] back and informed him what was wrong with his vehicle and quoted him how much the repair would cost him and he informed me that he DID NOT want us to repair the vehicle and that he would have it picked up. I informed him that there would be a diagnostic fee and for accessing the oil pan. The $150.00 fee that Mr. [redacted] was charged was for the time that was put into checking the vehicle and removing the oil pan to check the rods.
Please note that the initial complaint sent via email was not received it went into our spam folder. We have reviewed the complaint and found the following: The customer entered into a monitoring agreement with us dated 11/22/2002. The monitoring service was for standard digital...
alarm monitoring. This is done passively which means that upon an alarm activation, a signal is transmitted to our central office. There are no automatic test signals associated with this level of service. However, customers are notified to test their alarm regularly to ensure there is a proper connection. Notices are mailed out with our billing and our agreements state the same. With regards to her initial request to cancel, we never received a required written notification. Also, we were not aware of any issues until she called into our office on 3/20/2017. Prior to this date, a service appointment was made for 9/16/2015 but customer was not at home upon technician’s arrival. It appears that the customer changed phone providers. When this was done the telephone provider did not reconnect the alarm system. By agreement, the customer is responsible for their telephone service and its conductivity. If this is done the cable company usually asks a customer to run a test after a change is made. Again, notices on our bills provide this information. Even though the above reconnection was not completed by the new phone service provided, we have made a good faith adjustment and issued the customer 17 months of credit going forward plus an additional credit to offset the reconnection and repair of the system. Also, we have upgraded their monitoring to daily test service (which normally cost $8/month additional) at no cost at this time. The customer agreed to have us service this system on March 20th, and at which time we reconnected the phone line and performed some additional maintenance service to get the system working properly. The system is now currently tested daily to us and working properly. We believe this matter has been resolved to customer’s satisfaction.
Mr. [redacted] dropped off his vehicle and told me it was making a knocking noise and that he thought it was a lifter making the noise. I told Mr. [redacted] that it would take a few days for me to even look at the truck due to us being backed up on engine work. After looking at the vehicle...
I suspected that the problem might be a bent rod. I called Mr. [redacted] back and told him what I suspected the problem to be and told him that the only way to be sure was to pull the engine oil pan to access the area and verify that it was in fact a bent rod and not a lifter. I asked him if it was okay to remove the oil pan and he said yes. After I confirmed that it was a bent rod causing the problem I called Mr. [redacted] back and informed him what was wrong with his vehicle and quoted him how much the repair would cost him and he informed me that he DID NOT want us to repair the vehicle and that he would have it picked up. I informed him that there would be a diagnostic fee and for accessing the oil pan. The $150.00 fee that Mr. [redacted] was charged was for the time that was put into checking the vehicle and removing the oil pan to check the rods.