Edge Home Security

Complaint: ***
I am rejecting this response because: I've called Edge Home Security several times and tried to speak with "Adam" It was hard to find out who he was and what department he was with in the company,due to him not leaving a last name or extension number in the email I finally got through to a lady in sales by the name of MCcall Carson, whom said that she thought it might be Adam V. She took my name and number and said that she would have Adam return my call. This is pretty much the SAME scenario that we have been going through for the past months now. Someone always takes my information and never returns the call. Please respond to this email with a specific time and date that you can contact me, as I would like to settle ASAP!!
Sincerely,
*** ***

At Edge Home Security if the customer is in an agreement with there previous alarm company we will typically offer to pay that agreement offThe customer may have misunderstood that we would buy out the remaining balance of there old agreement, and we would upgrade there system and save them money
every monthBy uninstalling the equipment from Safe Home Security we entered into an agreement to take over the monitoringAll of our customers take a recorded survey and fill out a form that make sure every customer knows exactly what agreement they have entered intoThis customer entered into an agreement with us months ago and is wanting to cancel an agreement that was sold off to our funding partnerAgain, requires another recorded phone call to make sure the customer knows exactly what they are getting intoSo by signing the agreement, and taking a survey with Edge Home Security's office, and then a few days later taking another survey with our funding partner we have completed all terms of the agreement, and will continue to fulfill them

Spoke to Mr*** we have attempted multiple times to make a payment to Monitronics they being difficult about taking the pay off amountWe will call their "customer loyalty department" tomorrow to attempt again. Also informed Mr*** if he can give us the pay off amount we will send him a
check. Tech is scheduled to look at issues with motion

We spoke with *** and resolved all of here concerns

We have this all worked out. Please call us at 18004575616 if you have any further questions or concerns.

I have spoken with the customer and we are working on resolving the issue by making sure they have an actively monitored alarm system in the new home. One of our representatives was not fully informed that we could monitor the account in the new state. We are working on scheduling a technician to...

get out there to install the new system.

This account was fully terminated back in march of 2017 per the customers request. Not sure why she has made a complaint.

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 canceled out the account for Mr. [redacted]. I was a little confused at how he felt misrxeprestmed by the sales rep. He passes a verbal survey in which we have reviewed. On the survey he stated that he knew that Edge home security was not affiliated with his previous provider. He 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.

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

Complaint: [redacted]
I am rejecting this response because: it should be Edge security that deals with this since they set me up. not time payment
Sincerely,
[redacted]

Edge Home Security has come to a resolution to this complain with Mr [redacted]. The issue at hand was a misunderstanding. Edge Home Security does not condone any of the behavior described in this complaint. Edge Home Security has a recorded welcome call, and form that every customer is required by...

company policy to have on file to make sure they understand the terms of the agreement and that we are not affiliated with any other alarm company.

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 company. We have dealt with you and Time Payment for over 2 years now and we have not been satisfied whatsoever. We think it is your responsibility at this point to deal with Time Payment and the remainder of the contract fees. We 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 fees. We have contacted both Edge Home Security and Time Corp Payments... When 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 responsibility. Somehow we are stuck in the middle paying for an alarm system that isn't functional and hasn't been since April of 2017. Your company has already had multiple opportunities to send out technicians to fix our useless alarm system over the last 8 months and it hasn't happened yet so at the very least we want the remainder of our fees to Time Payment to be eradicated. At 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]

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]

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]

Edge Home Security do not condone any behavior such as this by any representative in our organization. Edge has made it very clear to all of our representatives that they can not run any persons credit without there full consent and knowledge. I have spoken with our representatives and made this...

even more clear. Edge apologizes for the inconvenience that this has caused this customer. Edge takes every precaution possible to make sure that our representatives are being honest, and upfront about all of our services and what it takes to receive our services. I can assure you that Edge Home Security has taken the proper disciplinary actions against this representative.

We gave [redacted] a call and have apologized for the services she has received from our company. In return we are going to refund [redacted] for the months she was billed during these issues. Those 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 fixed. She has been great to work with through these issues and she is giving our company a second chance to go ahead and make this right. We appreciate the second chance.

Casey called and spoke to [redacted] about the complaint. He has agreed to reimburse [redacted] for the $50 service fee that was injured. He has also agreed to take this opportunity to provided further training with the sales rep.Thank you,Edge Home Security

I was able to get Mrs [redacted] on the line to clarify that both parties issues have been resolved.