General Security Systems

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 and the matter has been resolved Sincerely, [redacted]

Dear [redacted] , We were sorry to hear of the problems [redacted] was having with his alarm system, and we have come to an amicable settlement with [redacted] We are sending one of our senior technicians to his home to check and adjust (if necessary) his entire alarm system and we have given him a credit for six months monitoring as compensation for the fine he incurred Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...

and have determined that my complaint has NOT been resolved because:

I requested a refund for the months of October and November.  To date, no refund has been issued for those two months.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.
Sincerely,
[redacted]

We have agreed to send a service tech at no charge to the [redacted] residence to fix the window problem and check the camera system at no charge. [redacted] was very happy. The call is scheduled for Wednesday, November [redacted].

Dear [redacted],
 
        We were sorry to hear of the problems [redacted] was having with his alarm system, and we have come to an amicable settlement with [redacted].
 
        We are sending one of our senior...

technicians to his home to check and adjust (if necessary) his entire alarm system and we have given him a credit for six months monitoring as compensation for the fine he incurred.
 
Sincerely,
 
[redacted]

Review: My husband has been diagnosed with ALzheimer's disease. Due to his condition, I am no longer able to continue having the security service at home. My husband cannot remember when the alarm is off/on and, due to his condition, he would set off the alarm at all hours of the day/night. I contacted General Security at the end of September, 2015 and asked them to terminate our service effective immediately. I spoke with Linda who told me to simply send her an email requesting this change, with the reason, and that she would take care of it. I sent her the email on or about October [redacted]. She never responded, and I never heard from anyone. I noticed the billing has continued even though we are no longer using the service. A few weeks later, I called again and spoke with Carol who told me that she would take care of the issue and would get back to me. Again, nothing. A week or so ago, I received a phone call from Linda who told me that they cannot terminate the service since we are still under contract with them and that we would have to pay a penalty. I expressed my disappointment and explained to her that this is a health issue and not a frivolous reason for terminating our service with them. She said she would look into, and cancel the service. That same day, I called the office and spoke with Carol once again. She told me she would look into it, speak with a manager, and get back to me that same day ( Friday, Nov. **, 2015). Never heard from her again. Today is Wednesday, Nov. **. I called the office again, spoke with Carol ( who asked me to refresh her memory as to who I was and what I was calling for) and was told that there is nothing they can do--we must continue with the service or pay a penalty to terminate it.

I find it appalling that any company would treat customers with such indifference, lack of compassion and most of all, greed! My husband and I have enough stress in our lives right now without having to be subjected to this type of treatment.

As of today, General Security continues to charge us for the service.Desired Settlement: I would like to terminate our service and receive a full refund for the months of October and November.

Business

Response:

To whom It May Concern, We are sorry to hear about this customer's problems. We have terminated the account and removed any charges.General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I requested a refund for the months of October and November. To date, no refund has been issued for those two months.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This customer had a 5 year monitoring agreement that went through April 2016. We waived the payment for the additional months. We refuse to refund monies for services already rendered.

Review: Three years ago I entered into a 5 year contract with General Security to provide fire and burglary monitoring for my home. At the time the sales representative took a check for $100 for my Nassau County burglar alarm permit and said that he would take care of all needed permits. What he failed to mention was that the permit required a renewal every 2 years. For the first two years of the contract, whenever my alarm was triggered, I failed to receive a phone call from central station inquiring if I or my family required assistance. Only after I complained to central station that I was not receiving phone calls did they start to respond when my alarm was triggered. I complained to central station and all I was told was sorry. A little after my permit expired, I received a phone call from central station saying that my alarm was triggered at the front door of my home and that the police were being dispatched. Upon arriving to the house the police were there and my front door was securely locked. Within a few weeks of that incident I received a fine from the Nassau County Police Department for the police responding to an house alarm with an expired permit and no evidence of a break-in. I contacted General and they were unable to say why my alarm was triggered and they indicated that the renewal of the permit is not their responsibility. If it is not their responsibility, then why did they take the check at the beginning of the contract? I called General and asked if they would assist me with the fine as it appeared to be a problem with their system and they sent out a sales representative to look at my current system. He said my system was in good working order but that if I upgraded and resigned a 5 year contract with General he would provide some credits to cover part of the fine from Nassau County. not wanting to reenter a 5 year commitment, I declined that offer. A few months later, yesterday (9/*/14) to be exact, I received a phone call from central station indicating that my alarm was triggered at my bathroom window. Before I could tell the lady that I was on my way home, she indicated that she Nassau County police were being dispatched to the home. Upon arriving home there was no evidence of a break in and my window was locked shut. I contacted General and explained to them my frustration over the years and [redacted], returned my phone call. In a polite manner, [redacted] basically called me a liar and indicated that in his extensive history at General he has never heard of Central Station not responding to alarms. He then went on to say that he was not at my home when [redacted], the sales representative was there and sold me the contract, so he could not respond to the [redacted]'s failure or my misinterpretation of what [redacted] told me regarding the permit. As far as the alarm system, [redacted] said that he could only offer me one free hour of service to come in my home and test out the system, a $125 value. Not feeling that that was adequate compensation for 2 years of service with no response ($768), a fine ($150) that was the result of equipment that was deemed adequately working by General's technicians and an anticipated second fine from Nassau County, I did not accept the offer.Desired Settlement: Termination of the contract with no penalty. This will allow me to use the money saved to pay off my fines. Or General pay my fines and come in and repair my system free of charge.

Business

Response:

Dear [redacted],

We were sorry to hear of the problems [redacted] was having with his alarm system, and we have come to an amicable settlement with [redacted].

We are sending one of our senior technicians to his home to check and adjust (if necessary) his entire alarm system and we have given him a credit for six months monitoring as compensation for the fine he incurred.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: About three years ago I overpaid for two ineffective 'repairs' to my alarm system by General Security. I had been a customer of theirs for about 13 years at that time. I then asked them repeatedly for over one year to simply discontinue monitoring my alarm, which was shut off and did not work. Over the next two years I was repeatedly billed by them for an additional two years of monitoring service on an alarm system that did not work, and was in fact shut off. This was their thanks to a good customer who paid for alarm monitoring for thirteen years prior to the alarm needing repair. General Security refused to discontinue service and billing when asked repeatedly to do so. I am extremely dissatisfied with the service provided. I attempted to explain this numerous times and my legitimate complaints were ignored.Desired Settlement: I simply wish that they would stop sending me bills for the 'monitoring service' of the past two and a half years. The alarm has not been used for FOUR YEARS as it does not work and has not worked for FOUR YEARS. I asked for the service to be discontinued over two years ago and I refuse to pay for any 'service' after I requested it to be discontinued.

Stop Contacting

e

Business

Response:

The first time our records show that [redacted] called regarding a problem with his motion detectors was in December 2011 when he contracted with us to add a smoke detector to his system. He was billed at that time for the installation of the smoke detector but was not billed for the labor to troubleshoot and adjust his motion detectors. In April 2012, we went out and replaced both motion detectors, one we supplied by us and one the customer supplied. This is a cabin that is unoccupied for long periods of time and at one point we discussed replacing the motions with motions that are more environmentally stable at a reduced cost. [redacted] said he would think about it and let me know. In October of 2012, I called and left a message that we would replace his mottions with the new motions at no charge if he paid his back balance. [redacted]'s claim that the system is not operational is false. We have received burlary signals from the system as recent as June 2012. In addition the alarm system he has at least one smoke detector that is monitored 24 hours a day regardless of whether the burlar alarm is turned on. [redacted] refused my offer and instead insisted on terminating his account in March 2013. At that time it was explained to him that there would be an early termination fee of $250.00.

[redacted], Installation Manager

Business

Response:

Per [redacted]'s request, we have mailed out an invoice today for a settlement of $150.00 in which [redacted] agreed to pay. The invoice states that once payment is received customer's account will be paid in full and have a zero balance. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Thank you so much for your help. You would have to be woken up repeatedly at 3 or 5 AM to really appreciate what a difficult time it was dealing with this alarm system. I am so grateful for your help in resolving this situation, and I am satisfied with what I feel is a reasonable offer from General Security to resolve this dispute. Thanks again so much.

Review: Had an alarm system with this company in 2005. Bill was paid every month and now I am getting a bill for 906.15 from Protection One. I have never heard of this company.Desired Settlement: Get this off my credit report. I do not owe them anything.