Elite Home Security LLC

The customer was send a refund in the form of a checkThe services have been cancelThe customer balance is at zero and monies paid we mailed back to customerCustomer has no paid for May

Thank you for the opportunity to respond to this consumers concerns. Elite Home would like to address the customer’s recent statement by pointElite Home offers three move options with differing price points though each of these is below the actual cost for labor and/or equipment providedThe customer can remove existing equipment from the previous monitored site and have ready at new monitored site for Elite Home to installElite Home can remove the equipment from the previous monitored site and then install in the new monitored site, and Elite Home will supply new monitoring equipment at the new monitored site if the customer does not wish, or is not a able to retrieve, equipment from the previous monitored siteElite Home offered the customer the move options described above and was refused.Regarding the customers billing Elite Homes records show that the customer’s payments were processed, via ***, without interruption from the initiation of the agreement until October at which time Elite Home began to receive remittance from the customer by mail in check form for the following monthsIn January the customer’s agreement was transferred to *** ***Due to lack of remittance from the customer for their agreement the account has progressed through *** ***’s internal payment default procedure and is currently being processed for action outside of *** *** and Elite Home

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary I have try to come to terms with the company and yet there has been no proper protocol to resolve the issues and the contract does not reflect what is in place for our current services that are suppose to provide I have gave the company a few opportunity to make things right but there has been no success in following up with their request they have promise. Sincerely,*** ***

As previously stated, Elite Home does not have an extended warranty for this consumer, as the consumer refused this option and currently has not billed them for technician services rendered to this pointElite Home is not able to continue to provide services without compensation The customer has the option to agree to pay the technician fee schedule for future service for the current hardware or agree to purchase a replacement video recording model and select the Elite Home extended warranty option to have sufficient coverage other than the manufacturer warranty for any future issues

Elite Home regards a
failure to deliver excellence to its customers, in customer loyalty,
constitutes
rendering a defective product by Elite Home. It is this insistence upon
maintaining superior standards which has enabled Elite Home to become the most
successful independent security alarm company in the countryElite Home’s
success and commitment to its customer service orientation is evidenced by both
its unparalleled growth as well as its unsurpassed ability to generate the
loyalty of its customers. Upon receipt of this complaint Elite Home contacted the customer and apologized for the delay of their valid request, the customer refund has been expedited through the approval process and remittance to the customer will happen within business days. I hope that I have
provided a sufficient indication, at this juncture, of our intention to
prioritize this matter and to apply our resources toward its immediate resolution

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 business I was very sorry to learn that you had
an unfavorable experience with our company. Elite 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 have found that an error was made on our part and the customers service move was not properly scheduledWe have contacted the customer and made an offer of concession to rectify our oversight and resolve the issue to the customers complete satisfaction.Elite Home appreciates every opportunity to review and correct any process or policy that does not represent our goal of providing the best service in our industry

Complaint: ***
I am rejecting this response because: When I contacted Elite to cancel service, they stated that they couldn't cancel itThe Agreement I signed states cancellation procedures and it doesn't have a section as the business mentioned earlierIt has a section that mentions cancellation proceduresI had asked the business for a copy of any documentation showing this lack of a cancellation policy, but they could not provide it.When I tried to cancel, the business offered to reduce my monthly payment to since they were no longer providing a serviceIn July 2015, the last month I used the service, my monthly payment was The payment was lowered for monthsHowever, they raised it to $starting 12/2/without giving me notice as stated in the AgreementThis is a deceptive practice and a violation of the Agreement I signed, attached.
Sincerely,
*** ***

As previously stated, Elite Home made several offers to resolve the customers relocationThe customer refused our offers to efficiently resolve their concernElite Home was ready and willing to install in their new location, however the customer refused to proceed with this action and requested that Elite Home reach out to the new home owner which is where we directed our actions for the customers satisfactionThe customer then actively chose to bypass Elite Home and their term monitoring agreement and enter an agreement with a third partyElite Home is still ready and willing to complete the relocation for the customer to assist them in the fulfillment of their term monitoring agreement

lite Home would like to clarify the situation as we have it notated beginning with the customer entering into a term Alarm Monitoring Agreement beginning July 22, Elite Home did receive written notification of the customer’s intent to cancel alarm monitoring services February 11th Prior
to this written notification the customer had contacted our offices July 23, where they notified Elite Home that they required a move to a new locationThe customer was provided with the system move options; Elite Home can move the system from the previous home for a nominal fee; the customer can have a new basic system installed in the new home for a nominal fee; or the customer can sign a new agreement for a free install including new equipmentThe customer refused these offersElite Home spoke with the customer again February 2nd, where the customer was provided with the remaining balance of the term alarm monitoring agreementCurrently as Elite Home has received the written notice of cancellation the customers term alarm monitoring agreement is to expire July 22, Elite 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 customersAs the customer refused these offers they are liable for the term of the alarm monitoring agreement, which will expire July

My name is Dwayne G***, I am the Director of Call Center Operations at Elite HomeThank
you for taking the time to express your
concerns via the Revdex.com websiteRest assured that we give serious thoughtful
consideration to all feedback received from valued customers and individuals in
the communities in which we conduct business I am very sorry to learn
that you had an unfavorable experience with our company. Elite 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. From my internal investigation I am able to verify that the complainant has not initiated any agreements with Elite Home or its affiliates, The consumer has not had any equipment installed or activated, and there has been no billing for any services provided by Elite HomeI am also able to verify that the only contact attempt made by Elite Home to the consumer was from my extension, and solely in reference to the the received complaintA message was left for the consumer to contact me directly regarding any perceived issue.At this time Elite Home has no option for resolution with this consumer as they are not now or have they been a customer

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,
*** ***

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 28 and the service was disconnected on may 1.  I want the refund for the time it was not active as we were not even notified that it  was disconnected. thank you ,[redacted]

Elite Home has agreed to accept a cancellation outside of the agreement cancellation period which is stated in the customers agreement. Elite Home also has documentation of the customers monitoring system sending active signals as well as monthly automated timer tests through August 2016. The resolution was presented to the customer to simply pay the monitoring for the 2 months of documented monitoring received. Once this is received the account will be finalized and cancelled. If payment is not remitted for the received monitoring the balance will progress through our internal billing process and be referred to possible collections efforts.

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 equipment. Ever 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 this. This has not worked properly since one year anniversary of purchase. I would not have come to Revdex.com but they won't follow up on there commitments . 
Sincerely,
[redacted]

We have reviewed the customer complaint and have verified that the promised camera was not provided to the customer.  Our offices in speaking with the customer, in the previous 30 days, have offered to rectify the situation by providing 3 months of monitoring service free of charge as well as...

reduce the monthly monitoring rate by 18% for the oversight on our part. The customer has declined all offers. Thought the customer did agree to a term monitoring agreement Elite Home feels that the customers issue is valid and will release the customer from the agreement and cancel monitoring of the location effective January 7th, 2016. The customer will not be pursued for any further liability. Elite will further offer to rectify the issue by providing credit of the difference in monitoring package rates, for customers with camera service, to those with standard security service for the period that the customer paid for monitoring services.  We hope that the above issue resolution indicates Elite Homes desire to provide the best in customer satisfaction if our service is ever lacking in any fashion.

Thank you for your concern. This account was set up on 06/13/2014. Elite Home has strive and worked with customer on all issues. The customer is in term with 36 month agreement. We have worked with this customer on multiple levels to resolve this issues.

Complaint: [redacted]
I am rejecting this response because:You did not provide the services for the 2 months you claim I owe.  My alarm was tripped and your company provided no response during this period.  You are demanding payment for services not rendered and thats simply bad for the consumer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the response of elite is inaccurate.The technician was to arrive at 10:00 he showed up at nine. He messes around with the alarm system and said he could not fix it without contacting my internet provider. The internet provider responded back that the phone would work on the fax frequency, the technician never came back to fix the problem. I 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 07 message. I called elite and expressed my concern. the sassy phone rep told me that I should cancel my contract with them because they could not fix it. On Feb. 12, 2016 I e-mailed them to discontinue service and to return my system to the condition they found it in. They 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 provide. Now they threaten to send me to collections for their error.
Sincerely,
[redacted]

To resolve the customer complaint Elite Home has located the customers original email dated February 12, 2016 in this email the customer stated "I am no longer a customer and will no longer accept any bills from  Elite Home Security or any of its associates" Elite Home has entered this email along with the consumer complaint as validation of their intent to cancel services. Monitoring services have been terminated and the balance due on the monitoring account has been cleared. Again we hope our actions show our great intent to resolve customer complaints even those created outside of our control.

Thank you for the opportunity to respond to this consumers concerns. Elite 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, 2013. 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, 2014. The customer then was presented with the options to move existing equipment to another residence for a nominal fee, the customer refused this offer. Elite Home spoke with the customer January 5th, 2015 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 procedure. Elite Home offered to install new equipment in the new residence for a nominal fee, again the customer refused. The customer has been billed monthly to the terms of the Alarm Monitoring Agreement as the customer has not remitted the full balance due. The customer balance is not current and is to be forwarded for further action outside of Elite Home. Elite Home made several attempts to resolve the customer issue and each time our agents were unduly berated for attempting to assist the customer. At this time Elite Home has no further resolution for this customer. Elite Home makes every effort to facilitate customer moves as is common in our industry, provided sufficient notice. The fees for these moves is generally below actual cost as to provide the best service for our valued customers.