First Alarm, LLC

Responding to Mr. [redacted] . 82 Old Bridge Rd. Concord, MA. In response to your complaint concerning your non payment for Central Station Monitoring submitted to the RevDex.com. To answer your question, no you are not the first customer to lose instructions... but you are the very first to not pay for the service because you forgot how to use your security system. A simple phone call to First Alarm for instructions would have worked just fine. Sending a message to me via a third party billing company is not the way to quicker service, obviously. My 800 phone number ( [redacted] ) Is on all your door/window decals, keypad, yard sign, invoices, contracts and central station agreement. You can also leave a message on my website firstalarmllc.com With all these available direct to me avenues its curious why you chose to make your request via a third party. We can get back to that later. I do have to ask the obvious question: If you forgot how to use your TV remote would you not pay for your cable service, if the cable company after you sent them a round about email for instructions did not respond fast enough would you not feel obligated to pay you bill? If you did not drive your vehicle for whatever reason, maybe you forgot how to turn the ignition, would you not pay your auto loan?If you couldn't as many people can't program your thermostat for home heating and cooling would you not pay your utility bill?Do you see the absurdity? What is even more absurd is that most of your system is on regardless of whether the system is armed or disarmed. Your smoke detectors, heat detectors, carbon monoxide detectors are on 24/7 and monitored 24/7. I understand sometimes people spend more than they can afford, I understand that things happen and people get in over their heads and cannot afford to pay their bills which is why I am always open to making payment arrangements. If its an affordability issue you should always contact me, directly by calling the 800 number or via my website to make payment arrangements. I would never want to disconnect a monitoring service because someone got behind in their bill. But the past due amount must be paid, either in payments or in full. Its just not fair to us or the the other customers that pay their bill if you don't pay for the service.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I read the owner’s response, and it is this kind of sarcasm, arrogance and inaccurate portrayal of the facts that convinced me to discontinue doing business with First Alarm, LLC. Here are the specifics of my response:1) The primary touch point of First Alarm is the number on their monthly invoice and their only consistent correspondence. The phone number on that invoice represents the response channel the company is directing the customer to and there is no reason for any customer to believe this is not the correct number to reach First Alarm. The fact that First Alarm outsources billing to this number is not information that’s relevant to me, the customer. As far as I was concerned, I was speaking with First Alarm. Note: most services company aspire to this kind of seamless integration and customer experience.2) In my conversation with the personnel in “billing”, it was confirmed that they had forwarded to you my request for new instructions…and that you had ignored this request (they expressed frustration that you had continued to ignore it as I had called them a few times before with the request (and I had included the request in a payment months before).3) Yes, if I called my cable company to send me a new remote or to help me learn how to operate my existing remote provided by that company, I would expect some response. If I did not receive the support I expected or some response with a few days (never mind 2-months), I would call back and eventually consider cancelling my contract. Note: this kind of thing never happens because these companies know they must serve their customers well to retain them and to create “promoters”.4) First Alarm LLC is in the services business. When a customer loses instructions and a request is made to obtain another copy, a 2-month delay is not considered good service and when this occurs, it should be of no surprise to the company that the customer cancels the service. That’s the way competitive markets work.5) If you had taken the time to apologize for the 2-month delay, I would have considered continuing the service. However, you did not, and your communications are laced with arrogance and sarcasmTreat your customers right, you get business. Treat them poorly, and you lose your customers and they become active detractors.6) I suggest you take responsibility for your actions and stop blaming your customers. I expected much better service levels and a better bedside manner companies I conduct business with. My complaint stands and I ask that First Alarm stop contacting me in the future.
Regards,
*** ***

Responding to Mr. [redacted].  82 Old Bridge Rd.  Concord, MA.  In response to your complaint concerning your non payment for Central Station Monitoring submitted to the Revdex.com.    To answer your question, no you are not the first customer to lose instructions...

but you are the very first to not pay for the service because you forgot how to use your security system.  A simple phone call to First Alarm for instructions would have worked just fine.  Sending a message to me via a third party billing company is not the way to quicker service, obviously.  My 800 phone number ([redacted]) Is on all your door/window decals, keypad, yard sign, invoices, contracts and central station agreement.  You can also leave a message on my website firstalarmllc.com   With all these available direct to me avenues its curious why you chose to make your request via a third party.  We can get back to that later.    I do have to ask the obvious question: If you forgot how to use your TV remote would you not pay for your cable service, if the cable company after you sent them a round about email for instructions did not respond fast enough would you not feel obligated to pay you bill?  If you did not drive your vehicle for whatever reason, maybe you forgot how to turn the ignition, would you not pay your auto loan?If you couldn't  as many people can't  program your thermostat for home heating and cooling would you not pay your utility bill?Do you see the absurdity?  What is even more absurd is that most of your system is on regardless of whether the system is armed or disarmed.  Your smoke detectors, heat detectors, carbon monoxide detectors are on 24/7   and monitored 24/7.      I understand  sometimes people spend more than they can afford, I understand that things happen and people get in over their heads and cannot afford to pay their bills which is why I am always open to making payment arrangements.  If its an affordability issue you should always contact me, directly by calling the 800 number or via my website to make payment arrangements.  I would never want to disconnect a monitoring service because someone got behind in their bill.  But the past due amount must be paid, either in payments or in full.  Its just not fair to us or the the other customers that pay their bill if you don't pay for the service.