Desert Alarm

To whom it may concern, We have received and thoroughly reviewed the complaint made by Mrs [redacted] and have found the followingIn no shape or form will we accept to her allegation that our company tricked her into this agreement of into purchasing the equipment she currently still has in her home Please see attached purchase order signed by Mrs [redacted] on June 14, 2016, in this document you will find that Desert Alarm went about and beyond our standards by waiving the charges for the alarm system itself normally priced at $which is advertised and could be found on our website(Copy attached) During the initial consultation it is required to ALWAYS ask what path of communication would be used either landline or a GS 'purchased through the alarm companyIf Gsm is required (they will not have a phone line) it is an additional cost of $with an additional $a month on your monthly cost bringing your monthly monitoring from a standard $to $39.95.(which is the same in any alarm company) Mrs [redacted] was explained this and she did not want to pay the additional cost so the agreement was to have a phone line ready on the day of instillationMr [redacted] wrote in parentheses the $cost next to the equipment as procedure requires, this indicates that it was proposed, normally some clients do change their mind at the time of installation and this assists the technician on site to know what the additional charge would be, and also lets our parts director know to send the equipment out in case it may be added- If you review the purchase order that $was not added to her total balance, hence she did not pay for itThe problem that initialized this entire complaint was that our technician made a mistake and installed the unit without it being purchased, when he did this it was flagged at our office within hours of installation which is what led to Mr [redacted] personally contacting Mrs [redacted] to let her know that as she was explained that unit would be at additional charge so we need to go back and set her system up correctly to match the purchase orderShe would not allow for Desert Alarm to return and remove the equipment nor did she want to pay the cost of the unitWe have Been trying to find a resolution to this account from the day of installation until nowWe pride ourselves in giving the best customer service in the industry and would accept faults when mistakes were made unfortunately the claims made of no response and shutting down service due to none payment is falseMrs [redacted] demanded us to give her everything at no charge and that her monitoring left at the standard $and if we would not do that to cancel her account, which is what we didThe cancellation process was begun and is what caused her to no longer be able to remote into cameras or arm or disarm the systeml have gone ahead and attached call logs from the times our office staff has spoken to her to try to accommodate herAt no time have I, [redacted] had a conversation with this client which is who she claims turned her system off due to nonpayment, so already the claims prove to be falseThe way that Mrs [redacted] has her system set up the pricing is as follows: GSM: $GSM Monthly monitoring: $Video Messaging: $Interactive Services: $Total: $Desert Alarm, created a discount plan for this client to keep their business and find a resolution for all parties involved as follows: GSM: $GSM Monthly monitoring: $Video Messaging: $Interactive Services: $Total: $(discount of $117) This was proposed to the client after she visited our office which intrigued them and caused them to schedule a service for us to go out and get the system going againThe day of the appointment when our technician called minutes out she cancelled the service callAttached you will find the closed ticket which reflects the notes from the tech, clearly pointing out that the cameras would not be able to work until we get into the homeAt this point obviously all parties just want to resolve this issue and move forward, we have offered our absolutely best offer to this client to continue having a smart home which we will still honorNow if the client wishes to cancel, although we have a signed contract for months Desert alarm will again go above standards and terminate the contract once all Desert Alarm equipment is removed and returned in working condition as it was installedReimbursement will be made for the only item that was actually paid for which was a wife Camera priced at $plus tax and for the August month services which totals in $It is unfortunate that we had to come to these extremities to continue to attempt to Find a resolution that would not affect either party involvedWe thank you in advance for taking the time to fully review all factors in this situation and assisting parties involved in coming to an understandingIf anything further is required please feel free to give us a call

[redacted] business was appreciated here at Desert Alarm We contacted him back in 7/19/To inform him he was Past Due he had assumed when he called an declined, doing the up-gradeThat the account would be cancelled out Our Policy has always been a signed written form in order to close the account We informed him at the time we would work with him on the cost of the upgrade The system was always communicating with our central station As a courtesy we have removed all amount’s owing on the account, as well as it has been shut downPlease let me know if you have any questions or concern’s Look forward to hearing from you soon “We appreciate your business.” Thank you for the opportunity to work with you

Final Consumer Response / [redacted] (2000, 6, 2016/06/09) */ Hi ***, I received this email todayInterestingly enough they decided that since we have fulfilled our contract, they will not make us pay any more, since we made a payment June 1st and I've been trying to cancel since before that Thank you for your help! [redacted]