Initial Business Response /* (1000, 8, 2015/08/24) */
***
***
On the ***, we entered into an alarm
monitoring contract with*** for a three year term at the cost of $ per month plus taxIt
is well indicated that we will refund in full, if we cannot set his alarm
system with his *** which was scheduled at a later date
On the ***- we installed the new system - Total cost was
***It included labor(***); a hub
*** and an *** that would enable the service requested and
billed him *** extra for the difference in monitoring costs up to his
renewal date which was ***
We then received a request to service the system as it was not letting the
phone line goWe advised him that he had to unplug his alarm phone jack and
replug it if his alarm system was triggeredWe do understand that having
to unplug the jack if the system is triggered was not idealThis service
call was free of cost to him
On the ***, we sent the invoice for his yearly monitoring
servicesWe only charged him for the *** plus HST monthly direct phone
service and did not charge him the extra *** per month for the ***
remote service as a sign of good faith for the inconvenience of having to
unplug the system if it was ever triggered
We sent them two reminders that they had failed to pay the monthly
monitoring service ( *** )After not receiving
payment, we proceeded to cancel the monitoring service on*** as the
company had continued to pay for the monitoring cost on behalf of *** despite his non payment
On***, we received an email from *** advising that his
app to activate and deactivate his alarm service from his phone was not
working..This is an indication that the service was working up to then
On *** I sent an email to *** advising him that his account
had been suspended for non payment since he was over days past due for
his monitoring cost
Here is our proposed resolution
He asked to cancel the monitoring service which we already did
We will honor our contract that said that we would reimburse him the cost
totalling $*** for the additional installation on ***
However- from this amount- we will subtract the following cost :
*** -Monitoring cost from S*** as he has been
using the remote *** service until we suspended his account- ( $***
from *** plus *** for ***)
*** -Cancellation cost - for the monitoring - as he had signed a year
contract- and we will incurred cost from the monitoring centre -
*** Total
Balance owing : *** to ***( ***)
We recognize that we could have done a better job helping him and that is
why we are reimbursing a portion of the contractWe need to point out
however that the service was working but again do understand that it could
have been an inconvenience to unplug and replug if the system was triggered
We hope *** understands that we also incurred costs and he did use
the product( products that we will not be able to re use and will not be
asking for a return)
We will sending a check in this amount to *** unless we hear
otherwise by you by next Wednesday and will consider this matter to be dealt
with
***
Initial Consumer Rebuttal /* (2000, 10, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response in the fact that im getting some money back and am clear of this company but the company is making it sound like they were great when in fact they ignored several emails of mine complaining that the system wasnt working.***
Initial Business Response /* (1000, 8, 2015/08/24) */
***
***
On the ***, we entered into an alarm
monitoring contract with*** for a three year term at the cost of $ per month plus taxIt
is well indicated that we will refund in full, if we cannot set his alarm
system with his *** which was scheduled at a later date
On the ***- we installed the new system - Total cost was
***It included labor(***); a hub
*** and an *** that would enable the service requested and
billed him *** extra for the difference in monitoring costs up to his
renewal date which was ***
We then received a request to service the system as it was not letting the
phone line goWe advised him that he had to unplug his alarm phone jack and
replug it if his alarm system was triggeredWe do understand that having
to unplug the jack if the system is triggered was not idealThis service
call was free of cost to him
On the ***, we sent the invoice for his yearly monitoring
servicesWe only charged him for the *** plus HST monthly direct phone
service and did not charge him the extra *** per month for the ***
remote service as a sign of good faith for the inconvenience of having to
unplug the system if it was ever triggered
We sent them two reminders that they had failed to pay the monthly
monitoring service ( *** )After not receiving
payment, we proceeded to cancel the monitoring service on*** as the
company had continued to pay for the monitoring cost on behalf of *** despite his non payment
On***, we received an email from *** advising that his
app to activate and deactivate his alarm service from his phone was not
working..This is an indication that the service was working up to then
On *** I sent an email to *** advising him that his account
had been suspended for non payment since he was over days past due for
his monitoring cost
Here is our proposed resolution
He asked to cancel the monitoring service which we already did
We will honor our contract that said that we would reimburse him the cost
totalling $*** for the additional installation on ***
However- from this amount- we will subtract the following cost :
*** -Monitoring cost from S*** as he has been
using the remote *** service until we suspended his account- ( $***
from *** plus *** for ***)
*** -Cancellation cost - for the monitoring - as he had signed a year
contract- and we will incurred cost from the monitoring centre -
*** Total
Balance owing : *** to ***( ***)
We recognize that we could have done a better job helping him and that is
why we are reimbursing a portion of the contractWe need to point out
however that the service was working but again do understand that it could
have been an inconvenience to unplug and replug if the system was triggered
We hope *** understands that we also incurred costs and he did use
the product( products that we will not be able to re use and will not be
asking for a return)
We will sending a check in this amount to *** unless we hear
otherwise by you by next Wednesday and will consider this matter to be dealt
with
***
Initial Consumer Rebuttal /* (2000, 10, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response in the fact that im getting some money back and am clear of this company but the company is making it sound like they were great when in fact they ignored several emails of mine complaining that the system wasnt working.***