General Security

In response to complaint ID [redacted] , [redacted] ***.In April of the customer agreed to an installation of a security system with a monitoring rate of $39.95/monthly plus tax for an agreed term of five years with an ending date of 4/30/We provided a subsidized installation of the alarm in exchange for the monitoring agreementThe equipment and labor was installed and sold far below our cost (at a loss) in exchange for this monthly monitoring agreementThe customer paid a price far below mar*et value for the system in exchange for the promise to pay the monthly monitoring fee for the period of the agreementIt ta*es us several years to brea [redacted] even on the cost of the installationFor that reason it isimportant for the customer to honor their portion of the agreement, as we honored ours by providing the low up front cost installation and the monitoring services.The customer decided to hire a new security provider before the end of her agreed upon contract as she is entitled to do, but it does not exclude her from fulfilling her original agreement with General SecurityThe customer called our office on 10/05/to terminate her agreementDuring that phone call she was instructed to send in a written termination request with her signature on it to ensure she was the actual account holder (security measure)For liability reasons we need the notification in writingWe cannot have someone leave verbal notice to cancel their service, and then days later come bac [redacted] to us after they had a robbery or fire and say we never told you toterminate services and we are left with no proof of notice to terminateShe was also as*ed to verify her password on her account, another security measureWe must be certain we are spea*ing with the homeowner for security and liabil ity reasonsThese measures are for the protection of our customer's security, it is unfortunate that Ms [redacted] views that as an inconvenience when it is meant for her safety.Imagine the ris*s if we just let anyone call in and ma*e changes on any account without verifying who they areAfter we had received her termination letter by fax she called the Rochester office and was transferred to our termination specialist Linda in our North Carolina office.It is our policy to have all customers who are terminating their agreements tal [redacted] with our termination/retention specialist Linda B [redacted] in North Carolina(There is no Julie employed in our offices, not sure who Ms [redacted] is referring to)The customer's account was terminated at her request on 10/23/with a balance of $for the remaining months of the agreement, and as you can see by the enclosed screen shot of her account the last payment was returned to her on the 23'd of October prior to us receiving this complaint.All correspondence with this customer was handled in a professional mannerAlthough we have refunded her last monitoring payment she still owes the remaining months of her agreement and General Security feels that her contact with the Revdex.com is an attempt to coerce us into letting her out of the remainder of her agreementThe Revdex.com should not allow itself to be used as a threat to small businesses li*e ourselves as a means for customers to brea [redacted] their contractual agreementsMs [redacted] is trying to leverage your influence to force us into letting her out of her contractual agreementA copy of the agreement is attached for your reviewThan [redacted] you for your attention in this matter,Brian *C [redacted] - Installation Service Manager John L [redacted] - Regional Operations Manager

10/26/2015*** ***
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***Revdex.com, Inc(Upstate NY)lOO Bryant WoodsSouth Amherst, NY 14228HelloI am writing in regards to complaint# *** against General SecurityI visited General Security's place of -business on
10/23/At this point I made my request to cancel the service *nown againI was told by Dave that he'd go ahead and do soI told him that I wanted this in writing which he provided for meI also as*ed that the automatic payments from my account be canceled immediately, which he said he'd ta*e care of as wellIn my complaint, I mentioned a lady by the name of Julie her name is actually LindaI'm hoping that this will be the end of my headache, but also is holding out to see if a payment will be removed from my account at the beginning of NovemberThis practice by this company is very unprofessional and uncalled for and I hope no one else will have to go through so much just to cancel a serviceThan* you for your quic* response and action.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I just read the correspondence from General Security When I visited their place of business, the day after I submitted he claim, they mentioned that I still had about months left on my contractI told them that I'd li*e to have that in writing which they provided and I told them that I'd pay the remaining balanceI do not *now why Brian would have mentioned that I am trying to get out of paying this balanceAs far as then refunding me money, October's payment, that was a lie! I have no refunds in my account and I'll wait to see if do get oneI initially as*ed for a refund not *nowing that I still had time left in my contractEither way I've agreed to pay them their balance and still is upset at the whole process of trying to cancel the account as those other customers were when they too* their complaint to the *** website

Revdex.comBryant Woods SouthAmherst, 1\Y I422SPhone: 716-&81-5222Fax: 716-883-5349To Whom It May Concern:I am responding on behalf of a complaint that was submitted to my company on 3/9/2016 regarding *** *** *** *** ***The building had an existing
commercial fire system which was originally installed by General SecurityWe reprogrammed the panel (no charge) and added a cellular radio as requested by the customerWe charged the customer a one time device fee in the amount of $+ an additional $activation feeThe device cost $We also installed two batteries at no additional costThe installation was completed on 9/29/l then realized that we were receiving communication trouble on the system so I contacted the customer on the following dates attempting to set up a service call to resolve the issue:10/5/2016: Technician arrived & waited minutesAttempts were made to contact the ownerNo response from owner.10/16/16: Technician arrived again & waited minutesThe business was not openNo response from owner.Each date/time was confirmed w/ the owner before we sent our technicianEach time when technician arrived we tried to reach out to customer to advise her that our technician was on siteWe were only able to leave a message on her cell.On 10/20/we contacted the customer again & explained that we had already sent our technician twice but neither times she was not presentShe explained that she had been busy in New York City & she was on vacationI told her we will schedule again on 10/22/but she had to be available(Each attempt to send a technician cost $each trip.)On 10/22/the technician was able to gain access to the building and equipment and found that the building no longer had adequate cellular service which was necessary for the cell communicator and panel to communicate properly.We suggested installing a outdoor antenna device which would boost the signalThis device cost $I told the customer it would be an additional $She refused to payI then agreed to split the cost w/ her@ $She still refused to pay.Finally on November 4th we contacted the customer again and agreed to waive the additional part chargeAt that point we were informed that she had switched to another alarm company (*** .) She stated that she wanted a full refund because we were not able to fix her systemI explained that we made numerous attempts to fix: the system but each time she was not available for the service call and the business was not open I also explained to her that in order for us to refund her the deposit ($equipment & monitoring) J would need to remove the equipment that we had installedShe refused to allow us to do so because she let *** use the equipment we installedDue to that reason I told her I could not refund any moneyl did tell her I would not bill her the originally penalties of $but because I could not get the equipment back, I could not refund any moneyThe account has been terminatedNo additional monies are dueThe account has a zero balance.Thank you.*** ***Branch ManagerGeneral Security, Inc.Albany, NY Division

In response to complaint ID ***, *** ***.In April of the customer agreed to an installation of a security system with a monitoring rate of $39.95/monthly plus tax for an agreed term of five years with an ending date of 4/30/We provided a subsidized installation of the alarm in exchange for the monitoring agreementThe equipment and labor was installed and sold far below our cost (at a loss) in exchange for this monthly monitoring agreementThe customer paid a price far below mar*et value for the system in exchange for the promise to pay the monthly monitoring fee for the period of the agreementIt ta*es us several years to brea* even on the cost of the installationFor that reason it isimportant for the customer to honor their portion of the agreement, as we honored ours by providing the low up front cost installation and the monitoring services.The customer decided to hire a new security provider before the end of her agreed upon contract as she is entitled to do, but it does not exclude her from fulfilling her original agreement with General SecurityThe customer called our office on 10/05/to terminate her agreementDuring that phone call she was instructed to send in a written termination request with her signature on it to ensure she was the actual account holder (security measure)For liability reasons we need the notification in writingWe cannot have someone leave verbal notice to cancel their service, and then days later come bac* to us after they had a robbery or fire and say we never told you toterminate services and we are left with no proof of notice to terminateShe was also as*ed to verify her password on her account, another security measureWe must be certain we are spea*ing with the homeowner for security and liabil ity reasonsThese measures are for the protection of our customer's security, it is unfortunate that Ms*** views that as an inconvenience when it is meant for her safety.Imagine the ris*s if we just let anyone call in and ma*e changes on any account without verifying who they areAfter we had received her termination letter by fax she called the Rochester office and was transferred to our termination specialist Linda in our North Carolina office.It is our policy to have all customers who are terminating their agreements tal* with our termination/retention specialist Linda B*** in North Carolina(There is no Julie employed in our offices, not sure who Ms*** is referring to)The customer's account was terminated at her request on 10/23/with a balance of $for the remaining months of the agreement, and as you can see by the enclosed screen shot of her account the last payment was returned to her on the 23'd of October prior to us receiving this complaint.All correspondence with this customer was handled in a professional mannerAlthough we have refunded her last monitoring payment she still owes the remaining months of her agreement and General Security feels that her contact with the Revdex.com is an attempt to coerce us into letting her out of the remainder of her agreementThe Revdex.com should not allow itself to be used as a threat to small businesses li*e ourselves as a means for customers to brea* their contractual agreementsMs*** is trying to leverage your influence to force us into letting her out of her contractual agreementA copy of the agreement is attached for your reviewThan* you for your attention in this matter,Brian *C*** - Installation Service Manager John L*** - Regional Operations Manager

Customers information:[redacted] To whom it may concern:Please be aware that the above mentioned account has been terminated and the account currently has a zero balance as of 11/15/2017. There will be no further monitoring or billing on...

this account.If you need any additional information please feel free to contact me directly.Thank you.Christine T[redacted]Branch ManagerGeneral Security, Inc.( [redacted]
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* [redacted]

December 22nd, 2015Revdex.com1 00 Bryant Woods SouthAmherst. NY 14228Attn. [redacted]Re: [redacted]Dear Ms. [redacted]I have read the customer's long and detailed complaint. Here is what our books and records show:;The customer entered into an Installation agreement as described in...

their complaint. My Sales Rep 'remembers leaving them the Nassau County Permit card and notifying them to make sure they get the permit.  On the back of the Installation Agreement that they signed paragraph 7 states:7. CUSTOMER'S RESPONSIBILITIES: Customer is solely responsible for any false alarm fines, permit fees and any other municipal ASSESSMENT related to the alarm equipment and shall promptly on demand reimburse and indemnify contractor for any such expenses.In spite of these facts, we have offered total credits in the amount of $350.00. By this offer we feel we have been more than fair. Please feel free to contact the undersigned, should you require additional assistance.SincerelyPeter W. A[redacted]General Manager.

complaint ID [redacted] I called the company 3/30/16 and spoke to Christina the manager I told her I was unhappy with the service and I said to her that I would like a refund and I said to her u know from day one that the system never worked and u never called me once nobody showed up that's s lie and I said that I can get my phone record to proof if how many time I called and after 3 months u gonna call me and tell me that u want to add another radio because she thinks that at& t did something to their main towers and that's another lie the man that came to look at the system told the person that was in charge when I was out the country that this system is old and will never work and was also told by [redacted]. I was in the impression that the system was working and the way I found out was that thing when off x2 the 2nd time I call I was yelled at by the comp security system. First time Christiana called is when I got the bill and left a msg that I refuse to pay the bill because the system never worked and their office never call to find out why I called that night to report the problem . I told them to come and pick up that small box they refuse . I never got sticker for my windows no seniors no outside sign . The left the old broken sign from 10 yrs ago in front of the place that was very very very bad service . I have called numerous that and have spoken to Tina and Christina all they said to me ooooh well someone will get back to u or when I ask for the manager ooh she will call u and she never ever told me that she was the manager . She was told I f I don't get my money I will take her to court .
Regards,
[redacted]