GAMESA

Complaint: [redacted] I reject what Alert Alarm sentIf they can provide recording of conversation before installation That they say they do I have no problem accepting what they offeredIf not I want my account with them cancelled Sincerely, [redacted] ***

Unfortunately, we have already reviewed [redacted] complaint and homeowners claim earlier this year when she submitted a complaint to the [redacted] Department of Insurance The matter was reviewed and the ultimate conclusion was to uphold the denial We must therefore refer *** [redacted] to the letters she received regarding her claim If she has any additional questions she should contact our claims adjuster who handled her claim Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10708883, and find that this resolution is satisfactory to me Thank you for assisting me in resolving this matter.Sincerely, Irene K***

On 06/21/we received the original complaint via email directly from the member and started our investigation regarding her concernsAs of 06/22/we received a letter of complaint filed through your office by [redacted] regarding the same issueAfter completing our investigation, it was decided that we would be able to resolve the member’s auto insurance policy concerns.On 07/01/Member Service Representative [redacted] placed a phone call to the members’ home to advise as to what steps would need to be taken A voice message was left explaining that the policy could be re-instated back to the inception date of 02/06/However to accomplish this, 100% of the premium must be collected and the member would need to take the vehicle to their local branch for an inspection Once the inspection is completed, the branch would be required to fax or email the results to [redacted] for approvalAs of today's’ date 07/12/we are still awaiting the member’s reply [redacted] , Consultant Insurance RegulatoryAuto Club Group

Good DayWe are in the process of reviewing this matter and will be able to respond on or before July 12, Thank you!

Update: member has been contacted and a resolution was reached: an additional $AAA Dollars has been given to the member Thank you!

[redacted] February 23, Mr [redacted] You signed a contract on April 4, which I have attached and we installed the initial system excluding two outdoor cameras that were installed June The total cost of equipment, installation, sales cost was $ 1,The contract is a year contract as noted on line in bold letters and your signature is listed at the bottom of the contract What I have reviewed in our systems are the notes we require for every phone call, system transmission that are dated and the time it transpiredBelow you will see the phone calls, interactions by date and the content of the conversation that took place during the phone call 4/10/13:We received a signal that you bypassed the front door on your system 4/27/4:PM - We received phone call from you requesting to speak with a administrator--informing us that you will not be paying your installation invoices until the techs complete installation of the (2) outdoor cameras 5/20/12:PM - You once again called in regarding a voice mail from Alert regarding a past due balanceYou were complaining because the system was not completely installed 6/2/11:AM -We issued credit of $due to incomplete installation due to the backorder of the two outdoor camerasThe credit was given to you towards your monthly invoices for the period of 4/-6/5/(Invoice # [redacted] & partial June Invoice) 6/5/- Added and installed outdoor cameras 6/10/12:22PM - We mailed out and adjusted for June showing credit (6/1-6/5/2015) 7/9/11:27AM - You called in to settle payment for both 6/& 7/INVOICES - $163.38, AUTOPAY EFF 08/ 7/13/9:AM - We received a signal that your system lost AC powerWe called you to advise of the situation 7/13/17:PM - You called to say that the house has power problems 7/25/9:AM - We received another signal indicating AC power lossWe called you and you said that they were working on the circuit breaker 11/21/8:AM -We received another signal for AC power loss and called you and you indicated that you were working with a sales person to relocate the system to your new address 1/7/10:AM – We received another signal regarding AC power loss and you thought you had canceled your service to months ago and we advised to send a written cancelation notice 1/8/8:AM - You then called in wanting to know the status of the cancelation and there was no record of your cancelation request either verbally or written requestYou stated you called in three months ago to cancel due to remodel of your home and wanting to relocate to your businessYou didn’t know that a written letter/e-mail was required to cancelYou thought the system was canceled as you weren’t receiving any invoicesThis is because you were given credit You then wanted the system relocated to your business located at [redacted] *** We requested you send us a letter or e-mail for cancelation of the account at your residence and relocation You were not able to give us the exact dates for your relocation but you would call when you were readyWe informed you that we would require two week’s notice to accomplish this We agreed to credit your account for November, December and January because of your circumstances and that billing would begin in February 2/4/2:PM - We internally issued credit for three months and filled your file under a [redacted] PENDING RELOCATE [redacted] 2/4/3:PM -RCVD CANCELLATION EMAIL 1/14/ We advised you that we needed the dates of your relocation to be added to the cancelation e-mailYou said that you weren’t sure when you wanted the relocationWe advised that if you wanted to temporarily cancel your account for any length of time it would be added to the end of your existing contract We were then waiting for your relocation information 2/4/3:PM - You again called and we reviewed your account and we assured you that credit for November, December, and January was issued 2/4/You wrote a review of Alert on Yelp; “Had an alarm hooked up and called them to cancel well thought it was cancelled because they stop taking money out from my accountFind out months later that it's not cancelled and that they were still billing me and that I owed money for the monthsSo I called back and asked why it wasn't cancelled and they said it's because I didn't e-mail a cancellation notice with a date I wanted service stoppedSo I asked then why they stopped taking money from my account and she could not answerSo I sent an e- mail to cancel and a get a call saying I can't cancel because I have to stay with them for years and if I don't pay they will take me to courtNo one mentioned anything about yearsI would have never did itSo now they started charging me againAnd waived the monthsThere door to door sales people just push you into getting something but don't explain anything else, I think that is wrongWill be calling Revdex.com because I found that I'm not the only one that was not fully explained about contract before system was installedThey just want your moneyDon't get fooled into this company.” 2/5/10:AM You then called in stating that you were lied to about the year agreement and said you cancelled the account months ago Summary 1.You signed a contract (attached) for a month term 2.We did not deceive or misrepresent the system or terms of the contract 3.We installed a system at our cost of $ 1, 4.In June we finished installation of the two back ordered cameras 5.June we gave you credit for three months service 6.We notified you several times that you have power problems at your residence 7.We offered to relocate the system to your new business Jan we gave you another three months credit 9.You stated you were unable to afford the monthly payment at this time and that you just started your new Business " [redacted] ***" 10.We offered the following options; a.Lower your monthly fee b.Relocate to your business c.Temporary suspension of your system for six months (2/– 7/2016) 11.You agreed to the temporary suspension and an agreement was sent to you for signing 12.We deactivated your system Feb 6th for the temporary suspension until 7/ In looking thru the facts, phone calls and system alarms I feel that Alert Alarm has worked very hard with you to see if we couldn’t help you with your system and legal obligationWe have given you six months of free service and offered another six month suspension from your legal obligationI find it unfair that you have resorted to such tactics as Yelp and Revdex.com to resolve your obligationAlert Alarm has invested $ 1,into your system that you were using and is now nine months old In attempting to resolve this situation I will offer you two options the first to reimburse Alert Alarm the cost amount we have invested in your equipment ($ 1,763.13), delete your Yelp review and close the Revdex.com complaintThe second is to continue to pay your legal obligation I look forward to your response so we can close this case [redacted] President Alert Alarm Hawaii Wai Wai Loop Honolulu, Hawaii,

Aloha Mr [redacted] , I just had a nice call with [redacted] regarding this complaintI assured her we are cancelling any contract with Alert and restoring her [redacted] panelI also let her know that we are in the process of investigation of [redacted] ' sales tactics and he will either need further training or will be terminated for unethical sales practices, which we do not condone Thanks for being a forum to allow us to rectify these issuesHave a great weekend, [redacted]

I have looked at your file and found that you in fact signed a three year contract with Sentinel August 21, and it automatically renewed for another three years after the initial contract periodIf you read the Sentinel contract paragraph “Company May Assign” “states that the company can assign this agreement to another party without subscribers consentI would like to say that the Alert Alarm staff were following standard procedures when discussing your cancelation as we often see people trying to get out of their legal obligations and we try to understand and certain cases we have to alter our policy and with all things considered and your circumstances we will let you out of this contract with no penalties in good faith as you have been a loyal customer and we would always like to have you as a customer in the futureI apologize and hope you understand? Roger S [redacted] President Alert Alarm Hawaii

MsC [redacted] We will and have always honored the three day cancelation processI apologize in the delay for making this take placeI have reviewed your account and see that we have not charged you for anything so no credit is dueI will have someone from our cancelation department call you to complete the process and arrange for the removal of the equipment Should you need anything further please don't hesitate to call me Roger S [redacted] President Alert alarm Hawaii

MrG***I have reviewed the activity and phone call recordings in our electronic systems pertaining to your residence and it appears we have followed all procedures correctlyI have attached the activity report from our system pertaining to each event that took place in your residence and the phone recordings for the conversations you felt did not meet our contract obligationsThe recordings will support the fact that we did verify who we were in each call and that we got password verification for all events from and including your sonI look forward to your review of this information and anything else I can do to answers any questions.I have attached the following;12/phone call

Mrs E [redacted] As I explained to you over the phone I have agreed to let you out of your signed contract as you explained you were elderly and closing the businessDuring this process your account was being paid by automatic credit card payments which was charged in our billing process that is automatedI agreed to credit you that amount and that will be doneOur practice and is spelled out in the contract you were to provide days notice for any cancelation which I have also waivedIn terms of the equipment I have told you that we will leave the equipment there as we don't have any use for this equipment and will not reinstall this equipment at another site you had agreedI think I have more than accommodated your request which legally I did not have to do Roger S***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12014663, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below:I have discussed this matter with and AARP attorney who has advised me I DO HAVE A COMPLAINT and that this must be resolved to avoid litigation.In discussing this matter with an AARP attorney who has reviewed my policy, I have the right to cancel my policy days prior to the renewal date I cancelled my policy days prior! I don't care that no one was in the office to take my message According to AAA policy, they are available 24/ If I had been in accident that would be acceptable, to wait till Monday for a response? Also, according to MSUFCU the monies taken out of my account were withdrawn on the 27th of February, NINE DAYS PRIOR TO EXPIRATION DATE OF MARCH 5TH! MSUFCU will also pursue AAA for this illegal transaction as it was blocked from being withdrawn on February 28th, 2017.AAA has hours to refund MY MONEY OF $ According to my attorney, this is a common practice by AAA, targeted specifically at the elderly and I have a legal right to a refund Regards, [redacted] ***

Good Day and thank you for the opportunity to respond to our policyholder’s concerns After reviewing the file along with the recorded voicemails from our policyholder, we can advise as to the following informationOur policyholder has been insured with us since 09/05/She has policy renewals every monthsHer last policy renewal was 09/05/to 03/05/Her monthly payments were approximately $ There were two factors that increased her auto policy premiumThe first factor was our policyholder contacted her insurance agency on 01/09/and substituted the vehicle on her policyThis change resulted in premium increase of $Documents were generated and mailed to our policyholder advising of the change and premium for the policyThere was only one payment remaining for the rest of the policy termSo the complete balance would be collected on 02/05/in order to pay the policy in full On 01/29/our policyholder contacted our agent by email and advised that she had several concerns with her car insuranceShe had never received copy of her current planThe most recent bill she received is for $and needs to be paid by 02/05/She did not understand what the bill was for as she had been on a monthly billing plan and she expected that plan to continueShe asked for a breakdown of coverage along with a corrected billShe advised that she could not afford the payment with less than a week’s notice Our agent emailed the policyholder back and advised that the bill she received for $was correct as her monthly bill amount prior to the change was $50.08, when the change was made on the policy the premium increased by $83.54, so the total due for February would be $ On 01/30/our policyholder emailed the agent back and asked was that all the information he had to say as he did not issue her an apologyThe agent emailed the policyholder back and advised that he wanted to get the documents she was missing as well as review the payment schedule to see if there is anything that can be done regarding the bill that was owed On 01/31/our policyholder emailed the agent and advised she still had questions regarding the upcoming renewal amount, there were two premiums listedOne premium was $and the other was $578.22, which included a savings of $for paid in full discountThere was a charge for $and she was unaware what that amount was for and would like and explanation and she wanted to know if he had any suggestions to split up the final payment of $as she could not afford to make that full payment in days She further voiced her concerns about making a $payment the prior month and not receiving a bank credit for that payment and for the agent’s lack of consideration and communicationThe agent emailed her back and advised that he could not spread the payment out, but he could delay it for her by changing the deduction date which would allow her more time to make the paymentHe advised about the renewal premium of $and explained that if policy was paid in full for six months by paying $578.22, the additional discount of $that she could saveHe further advised that when the Aveo was added to the policy it added $174.85, when the Montana was removed from the policy it credited $to the policySo the additional cost of the Aveo from 01/09/to 03/05/was $ So the money paid in January comes off the balance dueThe reason the bill was $comes from the regular $payment plus the $for the change in vehicle The agent did apologize that she received the bill lateOur records indicate that the bill was mailed out on 01/21/We are unsure why it took so long for the bill to arrive to her, cutting down the amount of days in which she would have to make the payment The policyholder emailed the agent back and advised that the information was helpful, but not enoughShe needs as much time as possible to pay the balance Making $payment on 02/05/and balance of $on 02/28/is acceptableHowever, she will not agree to pay $more in premium just because she does not make the payment in fullShe advised the agent if he could not make the entire premium payment $as quoted with her making monthly payments, then she will change insurance companies She advised that she was at work and she could not waste any more timeIf he is unable to remove the $from the premium then she has nothing more to sayThe agent emailed her back and apologized that he could not apply the rate of $unless she made the month policy payment in fullHe explained that the paid in full is an additional discount on the policyThe true policy premium is $He further advised that if he could apply the discount for her, he wouldUnfortunately there is no way to apply the discount without the policy being paid in full The deduction date was changed to 28th of every monthSo the balance of $was scheduled to withdraw on 02/28/Since this payments comes directly from a bank checking account, the bank is notified 3-days prior to the deduction date that a payment will be taken outOnce the notice is sent to the bank, there is nothing that can be done on our end to stop the paymentThe policyholder would have to contact the bank and stop the payment or reject the transaction On 02/25/policyholder emailed the agent and requested that the policy be canceledThe agent was out of the office as it was a Saturday, when the agent returned to the office on Monday, 02/27/he emailed the policyholder to inquire what date she would like the policy canceled effectivePolicyholder left a voicemail asking that the policy be canceled on 02/25/as she has already found coverage with another carrier and she notified the bank that no authorizations are permitted to take any money out of her account for the auto insurance policy with usAgent sent manual amendment to cancel policy effective 02/25/The eft bank notice was sent on 02/24/When the policyholder called the payment request had already been issued and it was too late to stop the payment from being withdrawn from her account as the notice was sent prior to her request On 02/28/our policyholder left voice message for another agent to advise she had canceled her auto policy and therefore payment should not have come out of her accountAgent tried to contact her back, no answer left voice messagePolicyholder than emailed the agent about the money coming out of her accountAgent emailed the policyholder back to advise there was not enough time to stop the payment because the request had already been sent to the bank prior to her requesting the policy be canceled The last payment received on this policy was for $on 01/05/There was a policy change on 01/09/and additional premium of $was added to the policyThe policy balance was $due on 02/28/17, once the cancellation was process for 02/25/17, the balance decreased by $Our policyholder will receive a refund in the amount of $in the same form in which her final payment was receivedIn order to afford her coverage until 02/25/17, the premium was $ The second factor was an overall base rate increase that we (AAA) have implemented effective 02/01/ Our rules and rates are filed with the State of Michigan and must be applied uniformly and consistently throughout the state After careful review, we can advise that the payment was owed on the policy and therefore we will not be issuing a refund for the full premium or the $in late charges she incurredOur policyholder was notified in January about the premium owing and had active coverage with us until 02/25/On the date she requested policy to be canceled and for the payment to not withdraw from her account, was not a working date for the agency and her request was handled the next business day on 02/27/ Thank you for the opportunity to review our policyholder’s concerns

Ms [redacted] * [redacted] I certainly apologize for any inconvenience caused in your attempt to cancel your service with Alert Alarm HawaiiIt is my understanding that our customer loyalty manager Mr [redacted] spoke with you today and explained that you did have a contract in place but that we were canceling that contract upon your request and finalizing your account this monthIf you ever require a security system in the future please keep us in mind and we thank you for years of being our loyal customerIf I can offer any further please don't hesitate to contact meRoger S*PresidentAlert Alarm Hawaii

Ms [redacted] I am a little confused on the situation as you have been a customer of Alert [redacted] Hawaii since I see that you sent in a notification of cancelation on 12/16/and spoke with Anneka to complete the cancelation of your systemI then see that you signed another contract with us on 3/3/for the upgraded system with [redacted] capabilitiesI have attached your first contract where you acknowledge that the contract was for months as per your initials next to paragraph of the Alert [redacted] contractOur contracts have not changed since your original contract It is also my understanding that you sold your residence and moved to another location and installed a competitors system ( [redacted] ***) I’m looking to understand the details and come to a resolution of the situationAny further clarification would be helpful Roger S [redacted] President Alert [redacted] Hawaii

We are responding in kind:Our records do reflect that on August 7, [redacted] contacted his agency and advised of the updates to the homeThe amount of $was refunded from the home policy and was a direct result of the August 7, referenced in # The $referenced in the response was not a check that was issued It was mentioned in an attempt to explain the increased premium and can be disregardedThe premium for the policy term of July 13, to July 13, was originally scheduled at $ After the policy was corrected to reflect no upgrades to the home, the annual premium was increased to $ The difference is $ Payment for the original amount of $was already received in June Therefore the remaining amount of $remains outstanding When paid the policy will be paid in full to July 13, No further audit will be conducted.We understand the disagreementUnfortunately, the revised annual premium of $reflects that correct amount since there were no upgrades to the home as previously reported We are required to charge to correct premium based on the rating conditions existing on the policy at the beginning of the policy term This is in accordance with Policy General Condition which states: "Premium amount shall be calculated on the basis of rating conditions existing at the beginning of each policy term, except as provided in General Policy Condition They shall conform to approved rates and rules then on file with the state of Ohio The premium amount must properly conform to that which should have been chargedWe and the named insured agree to make any necessary adjustments in the premium amount during the term." Thank you

Ms*** I certainly apologize for any inconvenience caused and I will have someone call you to give you credit for the balance owed on the contractIt is certainly disturbing that people did not call you back and I apologize for that but also wondering if you could remember who that person was in Alert so that I can correct the situation Roger S*PresidentAlert Alarm Hawaii

Dear Consumer,I apologize for the inconvenience this situation has causedI have taken a look at you membershipI see that you did originally join online at AAA.comWhen you purchased this membership you received an email confirmation stating all the information about the payment you just made Located on that email was a link to a digital copy of our handbook, that included the cancellation policyAs a show of good faith, I am going to cancel the membership with a full refund of $This refund will take 10-business days to process in our systemThe payment will go back on the card that you originally paid withAgain I apologize for the inconvenience, and hope you have a wonderful Summer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12575320, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below:Unsure how the individual missed the representative stating the reason why she continued to harass me was because Michigan has a high fraud percentage I heard that loud and clear which did make me feel some type of wayThe tone of the conversation on behalf of AAA was unprofessional and I believe neither representative would have done that to another ethnicity Regards, [redacted]