Dolarian Business Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I should not be forced into another year agreement when its clear that the hardware at the [redacted] location was outdated and needed to be replacedI was unaware that written notice was needed to move forward with the cancellation process at the time that the notice was received, which was November I made MANY attempts to contact the company and get clear instructions on what I needed to do to proceed with the cancellation process and EVERYTIME I called I received a different story I was told that the manager needed to look into it and I didn't not receive a response for weeks, which is the reason for my multiple phone calls and voiced opinions about the level of service that I receive from them The level of service that I received from this with regards with this matter was poor at BEST The incompetence of the customer service support team still ceases to amaze meDue to these unforeseen circumstances (discontinuation of the current home security system) they should be accommodating, and to some degree understanding but that's not the case hereThis company in my opinion should be shut down They have illegal practices and misleading advertisements because I never knew that I needed to cancel the contract upon the end of each current term If it was clear in the terms and conditions that my policy would be renewed every years then why wasn't I aware of it?!?!?!?! Hence, the misleading and hidden stipulations to keep customers tied into yet another lengthy contract The way that this whole thing was initiated and approached was unacceptable and poor at best They acted like a bunch of incompetent and unintelligent group of people and I've decided that I want nothing to do with a company such as this This is not a company but rather a means of stealing money from innocent hardworking people If they actually care about their clients, then they would at least replace the outdated system with a new system at NO cost to the customer But surprise, surprise, they could care less because all they're interested in is stealing money from people and not actually providing a service The last time I checked this is illegal Stealing is illegal If I'm getting anything from the service provider then why am I paying for their serviceAnd lastly, had they approved me differently and actually tried to come to some sort of an agreement, this would be a non issue But that's not the case They were rude, disrespectful, and very demanding They demanded that I pay for the upgrade, they demanded that I pay for the service, even though I'm not getting service, and they demanded that I pay for the rest of the contract even though I did not renew my contractHence the only agreement that I would accept is to cancel my services with not further obligations from me Regards, [redacted] [redacted]

It is true that the customer, [redacted] , signed an agreement for the [redacted] **location on 7/31/and for the [redacted] location on 11/13/13.It is also true that both of these agreements included monthly alarm monitoring fees ($38/month for [redacted] , $33/month for [redacted] which included a multi-account discount of $5/month)Each of these agreements had an initial term of months and an auto-renewal for the same termThere is also a provision to provide written notice of cancellation days prior to the end of any term.These three things are not hidden but are clearly outlined in the first two sentences of the agreementThese terms are not illegal in the state of Pennsylvania and they are common industry-standard terms with all alarm companies large and small.I believe the crux of the matter is in reference to the recent [redacted] A simple [redacted] search of " [redacted] " will return dozens of results that verify that ** signals will no longer be active on cellular towers as of Dec31, This was not something initiated by Security Service CompanyThis was initiated by [redacted] and authorized by the The Federal Communications Commission.(FYI: "The Federal Communications Commission regulates interstate and international communications by radio, television, wire, satellite, and cable in all states, the District of Columbia and U.SterritoriesAn independent U.Sgovernment agency overseen by Congress, the commission is the United States' primary authority for communications laws, regulation and technological innovation.")This [redacted] affected thousands of alarm dealers and millions of alarm customers in the United StatesSecurity Service Company (SSC) had approximately customers who had alarm systems that communicated over the 2G networkThis customer, [redacted] , had a bui2G cellular at her [redacted] **location onlyThe other location, since it was installed months later, already had the newer 3G/4G radio.As a company, SSC decided that we could not take the entire brunt of the costs of this conversion, but decided to request that each 2G customer pay $towards the cost of replacement (parts and labor)In some cases, the $covered the costs wellIn other cases, because the alarm manufacturers did not make the switch out so easy, entire systems needed to be replaced and the $only covered a fraction of our costsRegardless, we requested only $for each 2G replacement no matter what the labor and parts required.In mid 2015, a letter went out to each 2G customer explaining the situation and requesting they make an appointment for the replacement.In August a reminder letter went out to those who still did not get a replacement over the past year and that referred back to the explanation of the first letter.After this we started calling these customers.This customer received both of these letters and on 9/23/she received a phone callOn that phone call she was immediately irate and threatened cancellation of the affected location as well as the non-affected location My central station personnel were obliged to call to inform her that her alarm system was no longer communicating on Jan 5th, 2017, which lead to another unpleasant conversationThe reason for the communication failure was outlined in the letter; [redacted] had shut down all their 2G equipment as authorized by the FCC.She was abusive on the phone to upwards of of my staff members.I assumed there just had to be some kind of misunderstanding, so I attempted a personal visit on 2/8/At that time, I was told by herhusband and later via a voicemail that there had been no misunderstanding, but that they were clear on the issue.The only solution I can offer this customer is to allow me to personally visit her.I will make the one concession and that is to provide the 2G replacement for $199.During that visit, I will be accompanied by a technician who will make the replacement and check the system.At that visit, the customer will be expected to provide me with a check for $for the replacement as well as any monitoring fees due so that she is current and paid up to date for both locations.(Currently the monitoring invoice for both locations for the period of 3/1/- 8/31/is a total of $426)Afterwards, she can continue to be our customer and pay the monthly monitoring per the terms of the signed agreement.If we can schedule that personal visit from me, this whole unpleasant circumstance can be put behind us.The second option is for her to proceed with the cancellation and she will be obligated to fulfill the terms of the agreement by paying the balance of the contract.Please reply which option is chosen by March 7th, 2017.Since I have affectingly received the customers written notice of cancellation I am obliged to cease monitoring both accountsHowever, in view of the circumstances, I have scheduled these accounts to be made inactive on 3/7/at the end of business day barring any response to the contrary

It is true that the customer, [redacted], signed an agreement for the [redacted]. location on 7/31/2010 and for the [redacted] location on 11/13/13.It is also true that both of these agreements included monthly alarm monitoring fees ($38/month for [redacted], $33/month for [redacted] which included a...

multi-account discount of $5/month)Each of these agreements had an initial term of 36 months and an auto-renewal for the same term. There is also a provision to provide written notice of cancellation 30 days prior to the end of any term.These three things are not hidden but are clearly outlined in the first two sentences of the agreement. These terms are not illegal in the state of Pennsylvania and they are common industry-standard terms with all alarm companies large and small.I believe the crux of the matter is in reference to the recent [redacted]. A simple [redacted] search of "[redacted]" will return dozens of results that verify that ** signals will no longer be active on cellular towers as of Dec. 31, 2016. This was not something initiated by Security Service Company. This was initiated by [redacted] and authorized by the The Federal Communications Commission.(FYI: "The Federal Communications Commission regulates interstate and international communications by radio, television, wire, satellite, and cable in all 50 states, the District of Columbia and U.S. territories. An independent U.S. government agency overseen by Congress, the commission is the United States' primary authority for communications laws, regulation and technological innovation.")This [redacted] affected thousands of alarm dealers and millions of alarm customers in the United States. Security Service Company (SSC) had approximately 500 customers who had alarm systems that communicated over the 2G network. This customer, [redacted], had a built-in 2G cellular at her [redacted]. location only. The other location, since it was installed 40 months later, already had the newer 3G/4G radio.As a company, SSC decided that we could not take the entire brunt of the costs of this conversion, but decided to request that each 2G customer pay $249 towards the cost of replacement (parts and labor). In some cases, the $249 covered the costs well. In other cases, because the alarm manufacturers did not make the switch out so easy, entire systems needed to be replaced and the $249 only covered a fraction of our costs. Regardless, we requested only $249 for each 2G replacement no matter what the labor and parts required.In mid 2015, a letter went out to each 2G customer explaining the situation and requesting they make an appointment for the replacement.In August 2016 a reminder letter went out to those who still did not get a replacement over the past year and that referred back to the explanation of the first letter.After this we started calling these customers.This customer received both of these letters and on 9/23/16 she received a phone call. On that phone call she was immediately irate and threatened cancellation of the affected location as well as the non-affected location.  My central station personnel were obliged to call to inform her that her alarm system was no longer communicating on Jan 5th, 2017, which lead to another unpleasant conversation. The reason for the communication failure was outlined in the 2015 letter;  [redacted] had shut down all their 2G equipment as authorized by the FCC.She was abusive on the phone to upwards of 5 of my staff members.I assumed there just had to be some kind of misunderstanding, so I attempted a personal visit on 2/8/17 . At that time, I was told by herhusband and later via a voicemail that there had been no misunderstanding, but that they were clear on the issue.The only solution I can offer this customer is to allow me to personally visit her.I will make the one concession and that is to provide the 2G replacement for $199.During that visit, I will be accompanied by a technician who will make the replacement and check the system.At that visit, the customer will be expected to provide me with a check for $625 for the replacement as well as any monitoring fees due so that she is current and paid up to date for both locations.(Currently the monitoring invoice for both locations for the period of 3/1/17 - 8/31/17 is a total of $426)Afterwards, she can continue to be our customer and pay the monthly monitoring per the terms of the signed agreement.If we can schedule that personal visit from me, this whole unpleasant circumstance can be put behind us.The second option is for her to proceed with the cancellation and she will be obligated to fulfill the terms of the agreement by paying the balance of the contract.Please reply which option is chosen by March 7th, 2017.Since I have affectingly received the customers written notice of cancellation I am obliged to cease monitoring both accounts. However, in view of the circumstances, I have scheduled these accounts to be made inactive on 3/7/17 at the end of business day barring any response to the contrary.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:1. I should not be forced into another 3 year agreement when its clear that the hardware at the [redacted] location was outdated and needed to be replaced. 2. I was unaware that written notice was needed to move forward with the cancellation process at the time that the notice was received, which was November 2016.  3. I made MANY attempts to contact the company and get clear instructions on what I needed to do to proceed with the cancellation process and EVERYTIME I called I received a different story.  I was told that the manager needed to look into it and I didn't not receive a response for weeks, which is the reason for my multiple phone calls and voiced opinions about the level of service that I receive from them.  The level of service that I received from this with regards with this matter was poor at BEST.  The incompetence of the customer service support team still ceases to amaze me.4. Due to these unforeseen circumstances (discontinuation of the current home security system) they should be accommodating, and to some degree understanding but that's not the case here. This company in my opinion should be shut down.  They have illegal practices and misleading advertisements because I never knew that I needed to cancel the contract upon the end of each current term.  If it was clear in the terms and conditions that my policy would be renewed every 3 years then why wasn't I aware of it?!?!?!?! Hence, the misleading and hidden stipulations to keep customers tied into yet another lengthy contract.  5. The way that this whole thing was initiated and approached was unacceptable and poor at best.  They acted like a bunch of incompetent and  unintelligent group of people and I've decided that I want nothing to do with a company such as this.  This is not a company but rather a means of stealing money from innocent hardworking people.  6. If they actually care about their clients, then they would at least replace the outdated system with a new system at NO cost to the customer.  But surprise, surprise, they could care less because all they're interested in is stealing money from people and not actually providing a service.  The last time I checked this is illegal.  Stealing is illegal.  If I'm getting anything from the service provider then why am I paying for their service. 7. And lastly, had they approved me differently and actually tried to come to some sort of an agreement, this would be a non issue.  But that's not the case.  They were rude, disrespectful, and very demanding.  They demanded that I pay for the upgrade, they demanded that I pay for the service, even though I'm not getting service, and they demanded that I pay for the rest of the contract even though I did not renew my contract. Hence the only agreement that I would accept is to cancel my services with not further obligations from me.  Regards,
[redacted]  [redacted]