Edge Home Security

This account was fully terminated back in march of per the customers requestNot sure why she has made a complaint

Complaint: [redacted] I am rejecting this response because: I cannot accept Edge Home Security's response as I have not heard from Edge Home Security that they have closed out this account If they have closed out the account then I am satisfied with the outcome If they are just saying that there has been an error in the billing, it may mean they are still saying I have an account with them I am just not clear on what they mean Sincerely, [redacted] ***

Good day,There has been an error in regards to this account with our billing department, and we have since resolved the issue to satisfactory with the customer

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, [redacted] ***

We have worked with the customer to replace their defective panelA technician is scheduled to go replace it with a new one

We have canceled out the account for Mr [redacted] I was a little confused at how he felt misrxeprestmed by the sales repHe passes a verbal survey in which we have reviewedOn the survey he stated that he knew that Edge home security was not affiliated with his previous providerHe also read and signed a general questionnaire that stated the something and Lastly the sells rep went to the ATM and got cash for Mr [redacted] to pay off his contract with [redacted] So with all that said I don't understand how he thought we bought [redacted] Non the less the account has been canceled and our equipment has been retrieved from Mr [redacted] 's home

Complaint: [redacted] I am rejecting this response because: it should be Edge security that deals with this since they set me upnot time payment Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:At this point in time, it is not worth it for us to have an alarm system through your companyWe have dealt with you and Time Payment for over years now and we have not been satisfied whatsoeverWe think it is your responsibility at this point to deal with Time Payment and the remainder of the contract feesWe no longer want to do business with either of you so please figure this out or we will keep rejecting your responses until we get a response that says either you are going to cover the remainder of the fees or Time Payment is going to cover the remainder of the feesWe have contacted both Edge Home Security and Time Corp PaymentsWhen we talk to Edge we are told it is Time Corp.'s responsibility and when we talk to Time Corp we are told that it is Edge's responsibilitySomehow we are stuck in the middle paying for an alarm system that isn't functional and hasn't been since April of Your company has already had multiple opportunities to send out technicians to fix our useless alarm system over the last months and it hasn't happened yet so at the very least we want the remainder of our fees to Time Payment to be eradicatedAt this point we don't need a technician to come out because we could buy a better alarm system from WalMart that works off of the WiFi in our house and doesn't have to deal with two terrible companies to function Sincerely, [redacted] ***

EHS used Safe as a monitoring company back in 2015, we since have transitioned into using our own monitoring companyTime Payment is our funding partner and is the reason we are able to give customers the best deal because they help fund the agreement, and pay for all of its high upfront cost Since August of EHS has a stringent survey to make sure that all of our customers are aware of the agreement and exactly how it worksAlthough, this customer did not take our in-house surveyOur funding partner has very strict terms, and a verbal survey of there own to make sure customers know exactly what they are signingThe agreement that she signed has not been changed and clearly states the termsUnfortunately, in a short time we had to hire and train a new office staff and we have all made mistakesThis customer did sign up with Edge and is an Edge customer, all of the billing is handled through our funding parter which may have caused some confusion on the customers side and as stated prior, Edge uses them as a funding source to compete with the high capital alarm companies that can give thousands of dollars in upfront fees to set up an alarm systemWe are far from a scam, and do everything possible to make sure that customers are acquired honestlyUnfortunately, I am unable to let the customer out of the agreement, but have offered everything possible to reconcile any issues with the customer

We gave [redacted] a call and have apologized for the services she has received from our companyIn return we are going to refund [redacted] for the months she was billed during these issuesThose months are July, August and September as well as waiving her service charge fees for the technician we are sending out to her house to get the problem fixedShe has been great to work with through these issues and she is giving our company a second chance to go ahead and make this rightWe appreciate the second chance

Casey called and spoke to [redacted] about the complaintHe has agreed to reimburse [redacted] for the $service fee that was injuredHe has also agreed to take this opportunity to provided further training with the sales rep.Thank you,Edge Home Security

MrCasey P [redacted] spoke with [redacted] and resolved the complaint last weekWe offered him a month of free service for the billing errorOur notes state that this resolved Mr [redacted] s concern and he would contact the Revdex.com and remove his complaintIf there is any further concerns please contact us immediately.Thank You, Edge Home Security

Edge Home Security does not have any control on how long it will take for authorities to respond to a residential alarmOur agents did respond to alarm, and followed the correct protocol in the event of an alarmUnfortunately, there may or may not have been a miscommunication on the correct
contacts to callWe require all changes to be sent in writing to verify all data changesOne of our agents may have made make a mistake and I can assure you that Edge Home Security has strict policies in place regarding document control practices, and the privacy of our customersThe issue has since been resolved and both parties are happy

Your agreement has been assigned to Time Payment CorporationWe do not have the authority to let you out of the agreementI am more than willing to send a technician out to your residence ASAP

We have done everything possible to reconcile the issues with the customer but unfortunately the customer is very adamant on being let out of there agreementUnfortunately, that is one thing I can’t do since the agreement was sold to our funding partner to help pay for all of the creation cost
regarding the account, which includes but is not limited to: equipment fees, technician fees, commissions, etcWe did have issues with our in-house customer service reps, and have since resolved any on going issues in a timely mannerWe were 100% honest with him and have done everything we could to resolve the issue in a timely mannerI have offered all of what I can to satisfy this customer by offering to send a technician out to there for no cost and do whatever it takes to make sure they have a fully functional system

this is a duplicate complaintWe spoken to the customer and are shipping out a new system

I spoke with the customer on this issue, and she stated that she DID NOT even put a complaint on the Revdex.com in regards to Edge Home Security, she said she would call and resolve the issue for meShe said to me that the other alarm company that told her they were taking over her account is the only one who would have the information to be able to place this complaint. *** did state that she loved us, and that she only switched because she thought AMP had bought us out

Tell us why here..I am showing that Mrs*** signed a month agreement on August 5th, Time Payment is our funding partner and handles all of the billingTPC does require a recorded verbal verification that states the exact terms of the agreement madeAs of right now we currently require
our new customers to complete an in house welcome call that clearly explains all the terms of the agreement as well as TPC still has there that they have always required to be completed. We do apologize for the inconvenience regarding servicing your alarm systemWe have replaced a key employee that was in charge of returning those calls to youEdge Home Security is not a scam and we have revamped out customer service department and feel that you will receive a different experience when you call in during business hours

I contact Mr*** and resolved this by eating off his existing contract

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