Elite Home Security LLC

Complaint: [redacted] I am rejecting this response because: I never got a call back with any quote Elite had an appointment with me last Friday and they never showed up to pick up equipmentEver time tech came to try to reconfigure components it stopped working within a day, but did work when he left It manager told me we only need a static IP address for it to work ? I sent text to tech several times and no response I called Elite several times and they didn't mention any of thisThis has not worked properly since one year anniversary of purchaseI would not have come to Revdex.com but they won't follow up on there commitments Sincerely, [redacted]

Thank you for taking the time to express your concerns via Revdex.comRest assured that we give serious thoughtful consideration to all feedback received from valued customers and individuals in the communities in which we conduct businessI was very sorry to learn that you had an unfavorable experience with our companyElite Home always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when customers or individuals in the communities in which we conduct business believe that they have not received such level of service.Upon review of the customer account we can verify that the customer was shipped a new door window sensor to replace an existing unit in the residencethe customer was billed for the new equipment as the equipment being replaced was not installed by Elite HomeWe further acknowledge that a service technician was not available in the area at the time of the equipment requestHowever Elite Home does currently have a service technician available in the customers area and have attempted to contact the customer to schedule service as of yet we have not received a response from the customer to schedule the technician visitOnce we are able to schedule the visit we will be able to resolve the customer issue

Thank you for the opportunity to respond to this consumers concernsThe customer contacted Elite Home after moving from the residence where their original agreement and security monitoring system were installedThe customer was presented with options to either move the current system from the existing home or have a new system provided and installed into the new residence at a nominal feeThe customer refused these offers and was then presented with an option that if the new homeowner in the previous residence was willing to take over the original monitoring agreement then the customer would be released from liability, Elite Home made several attempts to contact the new home owner by mail and phone to no availAs Elite Home has not been able to contact the new home owner to complete the agreement take over the customer is responsible for their agreement termThe customer move options are still available, however as it appears that Elite is not able to move the existing system from the previous location the customer will need a new complete system installed in the current location If Elite Home is provided with sufficient notice we are readily able to move a customer’s system and monitoring to any newly chosen locationthe customer has informed Elite Home that instead of exercising their option to move the system to the new location that they have signed an agreement with another monitoring company, this action however does not vacate their liability to their existing term monitoring agreement Elite Home takes pride in being an upstanding member of the communities in which we provide our services and will continue to protect the property and well being or our valued customers

Complaint: [redacted] It was stated in multiple phone calls that you would be in contact with meIf it weren't for me calling this last time, I would not have had any contact madeIt was four monthsI even sat up a date and time for the equipment to be picked up on a Monday at 4:and no one showed up to pick up the equipment amd a phone call to me was never madeI made attempts to get answers as well as the service and Elite did nothing I am rejecting this response because: Sincerely, [redacted]

Revdex.com: Although I have not heard this from the business directly, 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 would also appreciate a refund for the amount I continued to pay to Elite Home for monitoring services, as payments were being made to monitor a home I no longer live in Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] And [redacted] I also want refunded the prorated money for the month of May , the money was debited on April and the service was disconnected on may I want the refund for the time it was not active as we were not even notified that it was disconnectedthank you , [redacted]

Complaint: [redacted] I am rejecting this response because: the response of elite is inaccurate.The technician was to arrive at 10:he showed up at nineHe messes around with the alarm system and said he could not fix it without contacting my internet providerThe internet provider responded back that the phone would work on the fax frequency, the technician never came back to fix the problemI called elite because when he came the alarm could be armed and had a FC message after the technician came I could not arm the alarm and was now getting an messageI called elite and expressed my concernthe sassy phone rep told me that I should cancel my contract with them because they could not fix itOn Feb12, I e-mailed them to discontinue service and to return my system to the condition they found it inThey had been charging me for service they couldn't provide and continued to charge me for service I had discontinued and that they said they couldn't provideNow they threaten to send me to collections for their error 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, [redacted] ***

Elite Home wishes to provide the best in service to each of our valued customersWe would never purposefully mislead any of our valued customers and we will make every attempt to amicably resolve any issue, within reason, in regards to service and equipment coverageElite Home makes a significant investment into the homes of our customers with equipment and man power, This investment is offset by the term of Alarm Monitoring Agreement, The customer has a federally mandated period of rescission and the customer is requesting cancellation past this period, The customer previously accepted resolution from Elite and then revoked that acceptanceAt this time Elite Home feels we have made every concession to resolve the customer issue within the bounds of their term agreementWe hope the customer understands our commitment to their security and wellbeing as it is our highest priority

Thank you for the opportunity to address this consumers complaintElite Home would like to clarify any possible misunderstandings by the consumer regarding their purchase of video monitoring and recording equipmentFirst, all video recording equipment has a standard year manufacturers warranty The manufactures warranty covers the cost of repair of the recording hardware, however it does not cover the cost of service or replacement during repair processElite Home does offer an extended warranty, which is offered to all purchasing customers at the time of sale, for a nominal monthly fee Elite Home will warranty the equipment outside of the manufacturers year warranty as well as any service or replacement expenseThis consumer refused the extended warranty option offered by Elite.It must be stated that Elite replaced the consumers previous video recording device with a new unit free of chargeIt was shortly after this replacement that the customer contacted Elite again stating that he was having issues with the new unitElite's technician visited the customer and made changes to the configuration which at the time appeared to resolve any issueHowever the customer called again with the same issue and the technician stated that the best option would be to send the unit to the manufacturer for repair under the year manufacturers warranty, the customer was informed that this process could take 2-weeks, and requested a quote to replace the older model unit with a current model, the customer was provided discounted pricing due to the issues he had experienced with the original unit as well as the unit provided as replacement free of charge by Elite HomeElite Home feels that we have gone above and beyond for this consumer regarding his decision not to purchase an extended warranty, Elite Home has provided a replacement model unit at our expense as well as send a technician to update his configurationsAt this time the consumer can either contact the manufacturer to repair the hardware or purchase a current model device, with the option of an extended warranty from Elite Home to avoid any possible issues in the future

Thank you for the opportunity to respond to this consumers concernsElite Home would like to clarify the situation as we have it notated beginning with the customer entering into a term Alarm Monitoring Agreement beginning September 17th, Elite Home was notified by the customer that they wished to cancel services, the customer was informed of their term agreement obligation and the balance of the agreement on November 26th, The customer then was presented with the options to move existing equipment to another residence for a nominal fee, the customer refused this offerElite Home spoke with the customer January 5th, and the customer stated that Elite Home had informed the customer to leave the installed equipment in the previous residence, as the customer no longer had access, Elite Home has not notation of this action and is against standard operating procedureElite Home offered to install new equipment in the new residence for a nominal fee, again the customer refusedThe customer has been billed monthly to the terms of the Alarm Monitoring Agreement as the customer has not remitted the full balance dueThe customer balance is not current and is to be forwarded for further action outside of Elite HomeElite Home made several attempts to resolve the customer issue and each time our agents were unduly berated for attempting to assist the customerAt this time Elite Home has no further resolution for this customerElite Home makes every effort to facilitate customer moves as is common in our industry, provided sufficient noticeThe fees for these moves is generally below actual cost as to provide the best service for our valued customers

Services were rendered and administrated on this account until 04/30/The product was provided and usedEffective cancellation date is 4/30/

Complaint: ***
I am rejecting this response because:I am not paying you to move the security system after I was told it would be freeI have waited months for something to be done amd no contact was made with meThey stranded me for months after not returning my calls or emailsTherefore I had to get someone else to provide me with a security service.
Sincerely,
*** ***

We have reviewed the customer response to our initial submissionElite Home can verify that the customers monitoring rate initiated and has remained $per the agreement, however, due to an accounting oversight the customer was not billed mandatory state taxes until January at which point notice of the taxation oversight was mailed to the customer via United States Postal Service, taxation is detailed in section Service Fees and Term of AgreementRegarding the customers perception of the agreement cancellation, the agreement term is detailed in section Service Fees & Term of Agreement the customer may cancel at anytime after the day right of rescission, in writing, however the customer then assumes the liability of eighty (80) percent of the remaining term balance as described in section Remedies of the Alarm Monitoring AgreementAs the customer did not immediately remit the remaining balance due, upon notice of cancellation, Elite Home allowed the customer to continue to make monthly installment payments to complete the initial termThe customers initial term has one (1) payment remaining upon the remittance of this balance the account will be fully cancelled

We will be releasing this accountThis will be active as of 04/30/We will need all equipment that was installed to be returnedYou will be contacted by a tech shortly to have the equipment retrieved

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,
*** ***

My name is
Dwayne G*** and I am the Director of Call Center Operations for Elite HomeWe
are in receipt of the above-referenced complaint and appreciate the opportunity
to respond.Our records show that Elite Home did dispatch a technician to the customer's residence February
11th, 2016 for a system communication issueUpon inspection our technician found that the customer had changed phone service providers and though there was a dial tone the monitoring system was not able to dial over the provided lineOur technician contacted the new provider, on the customer's behalf, to verify if their services would support the tone communication needed for the monitoring equipment, the technician was told he would hear back from an agent regarding this request and to this date has notThe customer was informed that if the new phone service provider was not able to support the monitoring system communication then the customer could be upgraded to cellular communication, which would remove the need for monitoring communication to rely on the customer's phone service provider. As of the customer contact March 22nd, the customer was again informed of the issue with her chosen phone service provider regarding the communication issue, and it was decided if the customer did not wish to pursue the cellular communication upgrade that they could send in a notice of cancellation to terminate monitoring servicesOnce our agent had secured this decision from management and returned to speak to the customer the customer had disconnected the line and did not answer upon call back. At this point Elite Home has offered the only options available for this customer, due to the customer's choice to change phone service providers the monitoring system is no longer able to communicate. The customer can either contact our offices to upgrade to cellular communication or provide written request to cancel monitoring services. I hope this resolution offer indicates Elite Home's continued efforts to provide the best in service to our valued customers

Thank you for the opportunity to respond to this consumers concernsElite Home can verify that a written notification to cancel their alarm monitoring agreement was received, via email, and documented to the customer account September 1, At this time the customers monitoring services
were terminated as well as any future billingThe customers Alarm Monitoring Agreement cancellation terms requires a day written notification, prior to the renewal of the yearly monitoring term Though the Alarm Monitoring Agreements annual renewal had commenced in June 2016, Elite Home accepted the delayed notification as a matter of customer satisfactionThe customer currently has an outstanding balance for services rendered for two months monitoring, Once this balance is remitted the account will be finalized and cancelled. We hope this information addresses the customers concerns regarding their alarm monitoring account

The complainant
has made several allegations against our organization including an allegation
that our representative made certain misrepresentations to her about her then
current security service providerWe respectfully disagree with the
complainant’s positionOur office engages in
proactive measures to insure that
our customers have a good understanding of their rights and obligations in
their agreementsOne such activity involves requiring that all of our
customers take and pass a Welcome Call survey during which they are asked a
series of questions designed to insure that they have the requisite
understanding to enter into their agreements
These questions
include but are not limited to questions about the rate and term as well as
questions about the customer’s understanding of the lack of affiliation between
Monitronics and her former alarm companyThe complainant answered
appropriately to these questionsAs further indication of Elite Homes desire to provide the best possible result in any dispute, as of 5pm on June 22, 2015, during discussions with the customers family members, Elite Home had agreed to release the customer from the agreement upon the return of equipment installed in the home. As the conversation had ended with a resolution in favor of the customer Elite Home had assumed the customer was satisfied with the result. if this is not the case we would be more than happy to discuss further options regarding the customer cancellationWe thank your office for the opportunity
to respond to this complaintIf you require any additional information from
our officeWe appreciate your anticipate
review of this response

Regretfully Elite Home has not been able to sufficiently service this customers needsWe understand the customers apprehension in continuing the agreement at this timeElite Home will release the customer from any liability of the agreement to pursue service with another providerWe sincerely apologize for any inconvenience this delay has caused the customer