Eco Alarm, LLC

We appreciate the opportunity to respond to Mrs [redacted] 's complaintYou signed up for service with us on 6-15-We require days written notice of cancellation prior to cancelling an account that has had the initial contract fulfilled As we received your written notice of cancellation on 7-23-2015, your account was fully cancelled on 9-23-You were mailed a confirmation letter on 9-23-to [redacted] / Colorado Springs, CO No further payments are due on your account and no refund is owed eitherHave a nice day

Complaint: [redacted] I am rejecting this response because:They know full well that our trouble started BEFORE the power outage All I want is to get the respect and customer service I'm paying for, but since I see that's not going to happen, I just want to complete my contract with those people and tell as many people as I can not to do business with ECO or whatever name they're now using.They continue to deny any responsibility for the time it took to get a battery to us They could have called us and told us why it was taking so long, instead they lied to us and passed the buck off to a 3rd party shipper That's not the way to do business and have happy customers.I realize they're not going to accept any responsibility for this so I'm done, but I'll remember this treatment as long as I live and I will tell everyone I can NOT to use their services.No further communication is necessary Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Josh W***

Mr [redacted] , You originally emailed a cancellation requestWe responded to you this to your email request:Mr [redacted] , for security reasons we cannot accept cancellation requests sent via e-mailSigned cancel letters can be scannand sent to us, faxed ( [redacted] ) or sent via mail ( [redacted] ***)If you could please send us a signed cancellation letter including:NameAddressVerbal PasswordAccount Password (# [redacted] )Reason for cancellationAlso, you signed a month agreement on 7-23-2011, so the remaining months of the agreement (payments left or $***) would need to be paid off before account can be cancelledPlease let us know if you have any questions in regards to this!As we didn't receive a signed notice of cancellation until February 2015, this is why the agreement currently is in renewal periodEmail requests are not acceptedPlease let us know should you have any more questions

We appreciate the opportunity to respond to MrW***'s complaintWe did lower MrW***'s monthly rate a few months agoIt appears that whomever reduced the rate forgot to remove the original rate of $ [redacted] off your accountI have made this adjustment and now we have placed a $ [redacted] on your accountWe apologize for any inconvenience this may have caused youGoing forward there should be no billing errors like this as I've personally made sure this has been fixed

We appreciate the opportunity to respond to Mr [redacted] 's complaintMr [redacted] signed a initial month agreement on 7-23-Just like most alarm companies, this agreement has an automatic renewal provision that is clearly outlined in the agreement that he signedWe first received the required signed cancellation notice on 2-5-by Mr [redacted] As his agreement automatically renews for month periods, the notice received by Eco Alarm on 2-5-would cancel his agreement out effective on July 23, Mr [redacted] 's account has been pending cancellation since the date we received his notice of cancellation, but if Mr [redacted] would like to close his account out prior to July 23, date, we have advised him that we will accept a settlement of only months of service rather than the months that is currently due If we receive payment settlement of $ [redacted] (rather than $ [redacted] that is owed), we will gladly close out the account without any additional late fees or penaltiesEco Alarm is still providing alarm monitoring services and will until July 23, If Mr [redacted] s chooses to reject this offer, please understand this remaining balance of $ [redacted] will be sent to 3rd party collections if left unpaid

We appreciate the opportunity to respond to Ms. [redacted] 's complaint. You signed up for service with Eco Alarm back in August 2012 for an initial term of 3 years and auto-renewable for 1 year increments after that term has expired. In order to not be renewed automatically at the end of your initial 36... month term, the contract clearly states in section 1.1 of your agreement that unless we receive written notice no later than 60 days prior to the end of any term, than your agreement will renew for 1 year increments. This is very common practice in the alarm industry as we have to also renew our agreements annually with our vendors who help us monitor your home and provide you service. We will be unable to cancel your agreement without penalty and will be unable to refund you for any services rendered in September as your service has been working properly and you are under agreement until August 18, 2016. Please call us with any questions at ###-###-####.

We appreciate the opportunity to respond to Mr [redacted] 's complaintMr [redacted] s signed an agreement with Eco Alarm on 7-18-for an initial term of monthsVery plainly in the agreement it states that the agreement automatically renews for terms of year at a time, unless a written notice of cancellation is received at least days in advance of the date of the end of the initial termUnfortunately, Mr [redacted] 's notice of cancellation was received after this deadline, thereby automatically renewing the agreement with Eco Alarm until 7-18-If Mr [redacted] s still wishes to cancel, he would need to buy out the remainder of the contract with Eco AlarmWe have mailed Mr [redacted] s a copy of his signed agreement with Eco Alarm for his recordsPlease let us know should you have any further questions

Complaint: [redacted]
I am rejecting this response because: I have written proof via email that I contacted Eco Alarm on 2/12/14 telling me that I had to wait until July of 2014 to cancel my contract. I followed their advice and am now in the current predicament. Their responce to me was an outright lie. They cannot blame me for not reading the term and conditions when their very own customer service was saying something different. If they would accept some kind of responsibility for being deceptive, it would go a long way in fixing this situation. 
Sincerely,
[redacted]

We appreciate the opportunity to respond to Mrs. [redacted]'s complaint. You signed up for service with us on 6-15-2012. We require 60 days written notice of cancellation prior to cancelling an account that has had the initial contract fulfilled.  As we received your written notice of cancellation...

on 7-23-2015, your account was fully cancelled on 9-23-2015. You were mailed a confirmation letter on 9-23-2015 to [redacted] / Colorado Springs, CO 80922. No further payments are due on your account and no refund is owed either. Have a nice day.

Mr. [redacted], You originally emailed a cancellation request. We responded to you this to your email request:Mr. [redacted], for security reasons we cannot accept cancellation requests sent via e-mail. Signed cancel letters can be scanned-in and sent to us, faxed ([redacted]) or sent via mail ([redacted]). If you could please send us a signed cancellation letter including:NameAddressVerbal PasswordAccount Password (#[redacted])Reason for cancellationAlso, you signed a 36 month agreement on 7-23-2011, so the remaining months of the agreement (4 payments left or $[redacted]) would need to be paid off before account can be cancelled. Please let us know if you have any questions in regards to this!As we didn't receive a signed notice of cancellation until February 2015, this is why the agreement currently is in renewal period. Email requests are not accepted. Please let us know should you have any more questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Josh W[redacted]

We appreciate the opportunity to respond to Ms. [redacted]'s complaint. You signed up for service with Eco Alarm back in August 2012 for an initial term of 3 years and auto-renewable for 1 year increments after that term has expired. In order to not be renewed automatically at the end of your initial 36...

month term, the contract clearly states in section 1.1 of your agreement that unless we receive written notice no later than 60 days prior to the end of any term, than your agreement will renew for 1 year increments. This is very common practice in the alarm industry as we have to also renew our agreements annually with our vendors who help us monitor your home and provide you service. We will be unable to cancel your agreement without penalty and will be unable to refund you for any services rendered in September as your service has been working properly and you are under agreement until August 18, 2016. Please call us with any questions at ###-###-####.

Complaint: [redacted]
I am rejecting this response because:They know full well that our trouble started BEFORE the power outage.  All I want is to get the respect and customer service I'm paying for, but since I see that's not going to happen, I just want to complete my contract with those people and tell as many people as I can not to do business with ECO or whatever name they're now using.They continue to deny any responsibility for the time it took to get a battery to us.  They could have called us and told us why it was taking so long, instead they lied to us and passed the buck off to a 3rd party shipper.  That's not the way to do business and have happy customers.I realize they're not going to accept any responsibility for this so I'm done, but I'll remember this treatment as long as I live and I will tell everyone I can NOT to use their services.No further communication is necessary.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We had battery issues a full week before the 14 hour power outage, and they know it.  They could've sent us a battery a long before the outage put a strain on their supply of said batteries, but they simply chose not to. All I want from them is a little courtesy and good customer service - which we pay for.  We have almost 3 years left on our contract and I'm not asking to get out of the contract but if this horrible service continues I may have to consult a lawyer.  By the way, if the battery doesn't show up on or before the 31st I will be contacting you again.  I haven't been able to sleep through the night for nearly 3 weeks because of the nearly incessant chirping - not that they care.
Sincerely,
[redacted]

We appreciate the opportunity to respond to Mr. [redacted]'s complaint. Mr. [redacted]s signed an agreement with Eco Alarm on 7-18-2012 for an initial term of 36 months. Very plainly in the agreement it states that the agreement automatically renews for terms of 1 year at a time, unless a written notice of...

cancellation is received at least 60 days in advance of the date of the end of the initial term. Unfortunately, Mr. [redacted]'s notice of cancellation was received after this deadline, thereby automatically renewing the agreement with Eco Alarm until 7-18-2016. If Mr. [redacted]s still wishes to cancel, he would need to buy out the remainder of the contract with Eco Alarm. We have mailed Mr. [redacted]s a copy of his signed agreement with Eco Alarm for his records. Please let us know should you have any further questions.

We appreciate the opportunity to respond to Mr. [redacted]'s complaint. Mr. [redacted] signed a initial 36 month agreement on 7-23-2011. Just like most alarm companies, this agreement has an automatic renewal provision that is clearly outlined in the agreement that he signed. We first received the...

required signed cancellation notice on 2-5-2015 by Mr. [redacted]. As his agreement automatically renews for 6 month periods, the notice received by Eco Alarm on 2-5-2015 would cancel his agreement out effective on July 23, 2015.  Mr. [redacted]'s account has been pending cancellation since the date we received his notice of cancellation, but if Mr. [redacted] would like to close his account out prior to July 23, 2015 date, we have advised him that we will accept a settlement of only 4 months of service rather than the 6 months that is currently due.  If we receive payment settlement of $[redacted] (rather than $[redacted] that is owed), we will gladly close out the account without any additional late fees or penalties. Eco Alarm is still providing alarm monitoring services and will until July 23, 2015. If Mr. [redacted]s chooses to reject this offer, please understand this remaining balance of $[redacted] will be sent to 3rd party collections if left unpaid.

We appreciate the opportunity to respond to Mr. W[redacted]'s complaint. We did lower Mr. W[redacted]'s monthly rate a few months ago. It appears that whomever reduced the rate forgot to remove the original rate of $[redacted] off your account. I have made this adjustment and now we have placed a $[redacted] on your...

account. We apologize for any inconvenience this may have caused you. Going forward there should be no billing errors like this as I've personally made sure this has been fixed.

We appreciate the opportunity to respond to Ms. [redacted]'s complaint. You signed up for service with us in February 2011. Your service requests were suspended as your account was past due when you requested service. We cancelled your service on 9-28-2015 due to non-payment. We are happy to remove...

your account from collections and fully cancel your service once we receive the past due balance of $[redacted]. You will need to contact us at ###-###-#### to make this payment or mail it to Eco Alarm, PO Box 970066, Orem, UT 84097.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I just tired of the whole thing, I'm stuck in the contract so I have no choke but to accept their response.
Sincerely,
[redacted]