Elite Home Security LLC

Complaint: [redacted]
I am rejecting this response because: Elite Home Security is lying.  Elite refused to come and get the equipment before I vacated the property.   I contacted them on several occasion and spoke to difference representatives, who names I have, and none these representatives were cooperative.  One of the representatives even had the audacity to tell me, as a senior, to remove the equipment myself.  This equipment was installed by a professional technician and it was not my responsible to work with electrical equipment because Elite refused to come and remove the equipment so that it could be installed in another property.  Furthermore, they never worked with me but wanted me to buy new equipment even though I had given them, per the contract, more than ample time to remove the equipment.  In addition, they fraudulently accessed by bank account and withdrew money without my permission even though they been informed by my and the bank that their ACH privileges had been cancelled.  They changed the account number in order to continue to withdraw money from my bank account and I have proof of this fraudulent behavior from the bank and my documents to corroborate this information.  They also illegally obtained my daughter's social security number and put her name on the account when the she was not the primary signer of the agreement.  They also continued to  mail the bill to the old address when they had been given the new address back in November of 2014.  This is company that has no integrity and has a long history of taking advantage of consumers.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Extended warrantee ? I have not refused to pay any bills . If they can't fixit  or send it in for repairs, what's to bill. Clearly there customer service, tech support and IT don't communicate well or respond to customer call backs. I have done my share to communicate and get no response or closer on a still not operating device. 
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]

Thank you for the opportunity to address this consumers complaint. Elite Home would like to clarify any possible misunderstandings by the consumer regarding their purchase of video monitoring and recording equipment. First, all video recording equipment has a standard 2 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 process. Elite 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 2 year warranty as well as any service or replacement expense. This 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 charge. It was shortly after this replacement that the customer contacted Elite again stating that he was having issues with the new unit. Elite's technician visited the customer and made changes to the configuration which at the time appeared to resolve any issue. However 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 2 year manufacturers warranty, the customer was informed that this process could take 2-3 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 Home. Elite 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 configurations. At 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 taking the time to express your concerns via Revdex.com. Rest 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 can verify that the customer was shipped a new door window sensor to replace an existing unit in the residence. the customer was billed for the new equipment as the equipment being replaced was not installed by Elite Home. We further acknowledge that a service technician was not available in the area at the time of the equipment request. However 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 visit. Once we are able to schedule the visit we will be able to resolve the customer issue.

My name is Dwayne G[redacted] and I am the Director
of Call Center Operations for Elite Home. We are in receipt of the
above-referenced complaint and appreciate the opportunity to respond.As of this reply Elite Home has received one email from the customer through our website...

approximately 24 minutes after the complaint filing. We are in the process of contacting the customer to discern the issues the customer is experiencing and hope to find a resolution to their concerns.

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]

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.  What is the difference in price for packages with and without cameras? When can we expect the refund?
Sincerely,
[redacted]

Thank you for the opportunity to respond to this consumers concerns. Elite Home does
not believe that any of our employees at our local offices would ever
intentionally impart either inaccurate or inconsistent information to our
customers. We are confident that they share our goals of...

providing excellent
customer service. In that regard, Elite Home conducts a recorded pre-installation survey with each of our customers to confirm they fully understand the agreement which they are entering and their responsibilities pertaining to any possible previous agreements. The customer must fully pass this survey to be eligible for our services. The recorded pre-installation survey for this consumer was conducted April 14th, 2016, in which the they were asked "Do you understand that Elite will now be your alarm security service provider and that Elite is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, a company buying or taking over your previous alarm company?" to which the consumer replied they did understand. The next question asked of the consumer was "Has anyone from Elite stated or implied to you that your previous alarm company has or is going out of business?", the consumer replied no. If the consumer had responded that he was not aware of either of these questions the installation would not have proceeded. As a matter of customer satisfaction and final resolution for this consumer Elite Home will release the consumer from the agreement and immediately terminate all monitoring services and will refund any monthly monitoring charge, however our records indicate the consumer has not been debited for such charges.  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 wellbeing or our valued customers.

Complaint: [redacted]It was stated in multiple phone calls that you would be in contact with me. If it weren't for me calling this last time, I would not have had any contact made. It was four months. I even sat up a date and time for the equipment to be picked up on a Monday at 4:00 and no one showed up to pick up the equipment amd a phone call to me was never made. I made attempts to get answers as well as the service and Elite did nothing. 
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for the opportunity to respond to this consumers concerns. The customer contacted Elite Home after moving from the residence where their original agreement and security monitoring system were installed. The 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 fee. The 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 avail. As 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 term. The 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 location. the 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.

Elite Home wishes to provide the best in service to each of our valued customers. We 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 coverage. Elite 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 acceptance. At this time Elite Home feels we have made every concession to resolve the customer issue within the bounds of their term agreement. We hope the customer understands our commitment to their security and wellbeing as it is our highest priority.

Thank your for the opportunity to address the consumers concerns. Elite Home has not had the opportunity to speak directly with this customer in regards to their newly installed alarm system, However as a dealer/provider of home security equipment we are able to utilize pre-existing equipment...

in the customer home and the equipment must be able to provide correct live signaling prior to the customer monitoring account being published with our monitoring station at the time of install. Regarding any pre-existing agreement that the customer may have. Elite Home conducts a recorded pre-installation survey, that a customer must pass completely, to be eligible for our service. In this call the customer is asked if they understand that any agreements with any previous monitoring companies is their sole responsibility. That being said Elite Home will always work with our valued customers regarding any balances of previous agreements that have not reached full maturity, as long as the customer has cancelled the previous agreement in writing. Elite Home will reach out to the customer to offer resolution to their concerns. The customer may also reach our friendly customer loyalty agents at ###-###-#### option *.

All amounts bills out side of the cancellation period were returned to customer on 04/30/15.  05/01/2015 to 05/12/2015 a prorate amounts [redacted].

Complaint: [redacted]
I am...

rejecting this response because: They have not worked with us on any level.  On every phone call we  made they promised to call us back, to tell us what they could or would do, they never called after being promised a call not once but 8x, there was no resolution to our situation only a promise that was unfilled from the company that they would investigate what the options were and let us know within a certain time frame which they never met.  They also charged us for  a month of service on 4/28 and we have no service.  We literally just kept getting the run around and no help from them at all.  The company cannot give you one time that they called us or one resolution they offered us.  I do not see any attempt to rectify the situation even now.  I want resolution. released from the contract for breach of contract on the company part and I want a refund from the time my services were disconnected and they were already paid for. 
Sincerely,
[redacted] And [redacted]

Services were rendered and administrated on this account until 04/30/2015. The product was provided and used. Effective cancellation date is 4/30/15