Home & Commercial Security, Inc.

Ms. [redacted] did sign a 5 year term agreement with us in 2010.  Under the terms of her agreement she was to maintain a phone line so her alarm system could communicate.  At one point during her contract she did not have a phone line so her alarm was not communicating and it was at this time...

she wanted to cancel.  In order to get the pricing she did for the system she agreed to this initial term.  We do also offer 1, 2, 3 and 4 year contracts as options.  Most people do choose to take advantage of the 5 year term as it offers the best pricing.  Ms. [redacted] was advised of her contractual obligations when she originally wanted to cancel and did honor the agreement at that time.She has been advised by my office on numerous occasions and as recently as July of 2014 that she was under contract, but that we needed a cancellation letter to end service as it stated in the agreement.  At this time my office left 7 messages over a 2 month period following up with Ms. [redacted].  On at least 3 of those occasions we left detailed instructions on what to do to cancel the contract, but that it was still in place until July 1, 2015.  She did finally return the call and told my operator answering the phone that she did not want to have her communications removed.Per the contract we need 30 days written notice to cancel the agreement which is why initially when she had called we had stated she was still under agreement.  I feel that my office made a solid effort to try to get her to do what was needed under the contract and then we continued on per her request.We never did receive the letter until July 6, 2015.  Our invoices are mailed out prior to the period so it was mailed on June 1 and she did not even contact us until June 29, 2015 to cancel it.  If her intent was to cancel we typically would hear from someone immediately upon receipt of the invoice - not 3 weeks later.  After receiving this complaint I personally reviewed her folder and it was stated that on an invoice several years ago that she wished to cancel.  I have decided to accept this as the cancellation letter even though it doesn't quite meet the requirements which will allow her out of the contract.  My office has already left her 2 messages last week to try to relay this information, but we have not heard back.  This Revdex.com complaint contact was the first I knew of this situation.  My family has been in business for over 40 years and we always try to treat people fairly.  It is best if we can both part ways as she has technically fulfilled her agreement.  But I will say that my staff followed their protocols and tried their best to help Ms. [redacted] so she would not run into this problem.  We are very aware of the auto renewal clause which is required in our business and if people want to cancel we have no issue as long as they follow the terms.  We have costs involved with ending the contract including a visit to the site along with the fact that our business planning we do is based upon our expected revenues for the year.  I cannot effectively plan if I were to let everyone out of a contract they have agreed to. I honestly found that at no point in our relationship can I say that we have failed this customer other than the fact that I wish this situation was brought to my attention by my team prior to this complaint because I would have just had it cancelled then.  We do not advertise and work strictly on word of mouth so being fair and reputable is critical to our success.  If anyone has any further questions please feel free to contact me.