HOLICONG LOCKSMITHS & CENTRAL SECURITY, INC.

August 13, 2015This morning we received the above ID complaintThis gentleman had originally called our office late in the afternoon on Friday, July 31, 2015, notifying us that he was moving to Delaware and wanted to cancel his monitoring service,At no time did he request any refund for prepaid
future serviceOur receivables department provided him with a cancellation form and the information that he would be responsible for the balance of his contract that had renewed in May of this year.She also noted that as a courtesy, if the new owners at his residence pick up the monitoring, we will be happy to waive his balance of $for the balance of his contractHe was not happy and stated that practice was illegalThe AR representative noted that she would refer the information to the owner but she would be out for several days with family issuesIn the meantime, the form would be emailed to himAt that time he also stated that he felt it was a crime that last year we raised our rates and he was a Senior Citizen.This customer again contacted our office late in the afternoon on Friday, August 7, demanding to speak with the ownerOur customer service representative noted that I ws out of the office that day and would not be back for a few days.I returned to work today after being out of the office for several days helping a family member who is going thru chemo, only to find his claim on my desk.Please refer to paragraph three (3) of his original contract which states ...This agreement is for a two year period from the date service is operativeThe Subscriber is responsible for parts, if an when neededAfter the initial two years, this agreement shall automatically renew itself from year to yearHolicong shall have the right to increase the annual service charge provided for herein at any time after the expiration of one year to cover increase in costs of furnishing the service provided for under this agreement.It is unfortunate that the customer feels that he was not treated fairlyWe always try to go over and above to help our customersEven regarding our rate increase he mentioned, it was the first increase that he had seen in seven years, while some of the national alarm companies raise their rates between one to three percent every year.In an attempt to cooperate and make a good faith effort to resolve the dispute, I am recommending that we meet in the middle to settle this issueAccording to the contract there is a $balance due to complete the open portion of the contract.We are willing to waive that unpaid amount of said contract as long as the customer is in agreement to the following: that the amount of prepaid future services for the months of September and October in the amount of $will not be refunded.Should you have any further questions, please do not hesitate to contact me personallyif I am out of the office, please feel free to utilize my cell phone, ***.Respectfully,Buena CPresident

August 13, 2015
This morning we received the above ID complaint. This gentleman had originally called our office late in the afternoon on Friday, July 31, 2015, notifying us that he was moving to Delaware and wanted to cancel his monitoring service,At no time did he request any refund...

for prepaid future service. Our receivables department provided him with a cancellation form and the information that he would be responsible for the balance of his contract that had renewed in May of this year.She also noted that as a courtesy, if the new owners at his residence pick up the monitoring, we will be happy to waive his balance of $195.65 for the balance of his contract. He was not happy and stated that practice was illegal. The AR representative noted that she would refer the information to the owner but she would be out for several days with family issues. In the meantime, the form would be emailed to him. At that time he also stated that he felt it was a crime that last year we raised our rates and he was a Senior Citizen.This customer again contacted our office late in the afternoon on Friday, August 7, 2015 demanding to speak with the owner. Our customer service representative noted that I ws out of the office that day and would not be back for a few days.I returned to work today after being out of the office for several days helping a family member who is going thru chemo, only to find his claim on my desk.Please refer to paragraph three (3) of his original contract which states ...This agreement is for a two year period from the date service is operative. The Subscriber is responsible for parts, if an when needed. After the initial two years, this agreement shall automatically renew itself from year to year. Holicong shall have the right to increase the annual service charge provided for herein at any time after the expiration of one year to cover increase in costs of furnishing the service provided for under this agreement.It is unfortunate that the customer feels that he was not treated fairly. We always try to go over and above to help our customers. Even regarding our rate increase he mentioned, it was the first increase that he had seen in seven years, while some of the national alarm companies raise their rates between one to three percent every year.
In an attempt to cooperate and make a good faith effort to resolve the dispute, I am recommending that we meet in the middle to settle this issue. According to the contract there is a $195.65 balance due to complete the open portion of the contract.We are willing to waive that unpaid amount of said contract as long as the customer is in agreement to the following: that the amount of prepaid future services for the months of September and October 2015 in the amount of $55.90 will not be refunded.Should you have any further questions, please do not hesitate to contact me personally. if I am out of the office, please feel free to utilize my cell phone, [redacted].
Respectfully,
Buena C
President

August 17, 2015This morning we again received more information regarding the above ID complaint with additional claims. Please see our response below.1 - As it was my assistant that originally spoke with the customer, I can only go by her account of the conversation and her support notes. There is no reason for her to post anything but the correct account of the conversation.2 - Since the customer does not have a copy of his contract, we have attached a copy of the document signed by the customer on May 19, 2005. The only portion of the contract that we are not sending is the final and last page as noted "reverse page" as it contains confidential information regarding what devices are installed within his home for both security and fire.Once the contract has been reviewed, especially paragraphs three and four, it is clear that the contract automatically renewed. That being said, since the customer is so gravely disenfranchised and does not wish to meet us at what we still believe is a very fair “half way" previous offer, we will agree to the following.3 - We will refund the customer's money for the months of September and October. There is no refund available for the partial month of August. The balance of the contract will be waived. -We ALWAYS attempt to work with our customers regardless of the issues and situations. We have been in business for more than 60 years and provide personalized service to all our customers. Especially since we are a small business, there are times when it does take a little longer to get back to customers than we would like. We attempt to prioritize all calls and make sure the most important security and life safety issues are taken care of first. No one likes being ignored or bullied, not the customer or the vendor and trust me, at times it goes both ways.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The response is incorrect - I asked for a refund then received the cohersion reply.  I have no copy of a contract in my file and  I am a "pack rat".  I have talked with previous customers who have had the same unhappy experience with Holicong and they also said the owner would NOT returned calls.I am ready to go to a lawyer, if necessary, to stop this "bullying" of customers by Holicong because it is apparent my case is not an isolated instance.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The response is incorrect - I asked for a refund then received the cohersion reply.  I have no copy of a contract in my file and  I am a "pack rat".  I have talked with previous customers who have had the same unhappy experience with Holicong and they also said the owner would NOT returned calls.
I am ready to go to a lawyer, if necessary, to stop this "bullying" of customers by Holicong because it is apparent my case is not an isolated instance.
Regards,
[redacted]