Hue & Cry Inc.

I am not aware of any conversation occurring where we told this customer that we lost the paperwork we do not even have an *** that works for our companyI see there was a request made for a credit weeks ago and it is currently being processed by our accounting department to be sent as a refund
to the customerThere is a process in customer refunds in the case of a cancellation where things need to be reviewed to be sure a refund is necessary and to make sure all cancellation was completed, contract terms were met etcThe customer should be receiving their refund soon

Our services are designed with a contract in mindThis is how we are able to lessen the amount due at the time of the installationThis customer was given a discount and agreed to the five-year contract terms not once was any damage to any walls reported to our office this is news to us the customer canceled their services with us December on the bases they never used itOur last service appointment was at no charge to the customer, at what time they had requested a bid for additional services. Our office is always willing to work with our customers an would be happy to reinstate there services an reverse the invoice for the amount billed out.It is our standard practice to have all customer sign a contract as with any type of contract if canceled early there are penalties.We do appreciate all feed back an will take it into account when making changes to our procedures.Thank you,Hue & Cry Inc

I am rejecting this response because: again, we PAID for the installation which was costly to us and always paid our monthly fees on time. We did not report the damage done to our bedroom wall even though the installer pointed it out to us. That was our good will!!! We only asked to cancel our contract in November of after we had been on service for three years!!! Hue and Cry were not out anything. Also *** on December 10, 2013, her initial response to our email to cancel, replied back instructions for us to respond back with a brief description of why we were canceling service. Quote "As soon as I receive your response I will take that as your written day notice to cancel." Then on December 27, quote from *** "I spoke with my supervisor and we are going to hold you to the year agreement you signed" How is that for their "customer service"?? Again, they did not have any overhead costs on this, they just strong armed us with no diplomacy or kindness whatsoever!!! We do not accept their response!! They need to do what is right!!*** ***

Our Hue & Cry staff does a great job of ensuring that our
customers are aware of any contractual obligations before entering into an
agreement. This customer signed a proposal dated October 2010 that clearly
states the contract terms of five years. 
All Proposals are then...

followed up by an official Contract, which also
states the term of five years. This customer signed a contract in October 2010.
In general, it is always a good idea to read a contract in
its entirety before signing it.  If any
questions or concerns about the contract arise, bring it to the sales person’s
attention before signing. Additionally, it may be helpful to know there is a 3
day rescind policy after the contract is signed. If you are unhappy with the
terms, simply contact the company to void any obligation you’ve had. 
This customer did not mention any term concerns before
signing. They also did not utilize the 3 day rescind policy. From the date of
the Alarm Installation up until the time of cancellation (3 years), this
customer did not submit any complaints to Hue & Cry. There is a feature
within this customer’s control panel that reports activity to corroborate the
system is testing properly on their account. Our records show we received
normal test timer notifications monthly, confirming Hue & Cry was able to
meet the negotiated monitoring needs.  It
was only after the customer tried to cancel before the contract expiration date
that the customer became disgruntled with Hue & Cry. 
Hue & Cry cannot control the use of an Alarm System once
it is installed; instead, it is the responsibility of the customer to arm and
disarm their system at their leisure.
Upon receiving the request for cancellation, a Hue & Cry
representative emailed both the signed proposal and contract to the customer.
After the customer voiced concerns that they were unaware of their contractual
obligations, Hue & Cry had two representatives attempt to explain the
contract and our policy for cancellation to the customer. When the customer was
still unsatisfied, the situation was brought to the attention of the owner of
the company. After reviewing the facts, the decision was made to hold the
customer to the terms of the signed contract. At no time were Hue & Cry representatives
rude. Hue & Cry strives to offer great customer service and we thank our
valued customer for the opportunity to address their concerns.

We were gone for a while on a family matter and also on a vacation.  I am just getting into your site today, 9/5/14.  You have already CLOSED this matter so I just want to say that there has been NO RESOLUTION in this matter and this was just a waste of time.  Hue & Cry does not care what they do to their customers and their statements do not address the fact that we repeatedly emailed for this to be resolved and for us AFTER paying for installation and 3 years of monthly charges to be released from a 5 year contract.  It was a REASONABLE request and they were very unkind in their reply "we are going to hold you to the contract".  Their installer damaged our bedroom wall which we will have to fix on our own.  How is this fair???  They could have easily been reasonable about this, but chose to strong arm us.  That is the level of their "customer service"!!!
AGAIN, THIS HAS NOT BEEN RESOLVED!
[redacted]
9/5/14
Have a wonderful Day!
Anne & Todd Schindler[redacted]  [redacted]
[redacted]
[redacted]
[redacted]  [redacted]

We received notification that mr. [redacted] wanted to cancel his service but unfortunately he is still in contract and is liable until the end

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Company has included cancellation contract showing 11-30-13. There was no record or notice about a damaged wall when the company serviced the customer so they would not be responsible for subsequent damage that occurred after the company's service.

Review: We contacted Hue & Cry s office for installation of an alarm system in our residence and business in Shingle Springs, CA in October 2010. The installation took place In October 2010. Please note that we have never used the alarm system. We contacted the financial services department on Nov. 30, 2013, regarding discontinuing our monitoring service due to the fact that we have never used the alarm system since the installation. Their five year term is listed in very small print (need a magnifying glass to read it!) on back of their contract along with their "right" to increase monthly monitoring fees! And they did keep raising their monthly rates from $33.95 when we started to $40+! We received a reply back from [redacted] in the Accounting department on Dec. 10, 2013. In the Dec. 10, 2013 email, [redacted] requested a response to her email as our written 30 day notice to cancel. We replied the same day canceling the service. Yet on Dec. 16, 2013, we received another email from [redacted] stating that they are now not canceling the contract per our earlier phone conversation, but are going to bill out the remainder of the contract to October 2015! Nowhere in the Dec. 10, 2013 email did she indicate that there would be termination charges, but rather she led us to believe the contract would just be terminated upon our reply indicating why the necessity to cancel service. We spoke with [redacted] on Dec. 16 following this email, and she said she would speak to her supervisor about changing the contract to a 3-year plan and get back to us. As of Dec. 27, 2013, we still had no reply from her and again requested that she get back to us.We have other emails requesting to speak with a supervisor at Hue & Cry on the phone and never heard from someone, and then [redacted] did not replyi to our emails. As we stated in our emails to [redacted] that nowhere on the first page of the contract is there any wording as to length of time for the contract. This is listed in small print on back side of the contract!This is very poor customer service and public relations too, as we had been trying to resolve this since November 30, 2013. Additionally, at the time of installation the installing technician damaged our bedroom wall. It has a crack on the exterior wall, which to date, it has not been repaired. Their technician brought it to our attention and stated that he would have the wall repaired, and yet it still has not been addressed. We have obtained a quote to get the repairs done and have received to response from Hue & Cry to reimburse us for the repair of our wall.Also in response to [redacted]'s letter dated December 19, 2013: We had been trying to get a response from [redacted] either by email or by phone, but she did not responded so we object to her first paragraph stating "we have made attempts by mail, phone or email." This is not an honest statement. We have been a very good customer who always paid their bills on time and feel very betrayed by the manner in which we have been treated! Their contract is unfair and deceptive in putting the terms in very small print on back of their contract! Also why on earth should they be doing five year contracts?? Is that even legal?? It certainly is unfair and harsh! I wonder what the Dept. of Consumer Affairs think about companies like Hue and Cry doing this to their customers? We feel they could have easily ended the contract after three years and just chose to hard line it to us with no consideration whatsoever of the financial burden to us paying for a system we never used!! They were absolutely heartless and we feel they should be held accountable for what they do to their customers!!As stated we run our own business and have been too busy to make this complaint earlier. We are glad to finally make this complaint and feel that there are most likely many other customers they have done this too also! Please help to make them accountable for what they do!Desired Settlement: We paid $738 additionally because they would not let us cancel AFTER 3 YEARS! We canceled service so paid an additional $738 for no service!!

Business

Response:

Our Hue & Cry staff does a great job of ensuring that our

customers are aware of any contractual obligations before entering into an

agreement. This customer signed a proposal dated October 2010 that clearly

states the contract terms of five years.

All Proposals are then followed up by an official Contract, which also

states the term of five years. This customer signed a contract in October 2010.

In general, it is always a good idea to read a contract in

its entirety before signing it. If any

questions or concerns about the contract arise, bring it to the sales person’s

attention before signing. Additionally, it may be helpful to know there is a 3

day rescind policy after the contract is signed. If you are unhappy with the

terms, simply contact the company to void any obligation you’ve had.

This customer did not mention any term concerns before

signing. They also did not utilize the 3 day rescind policy. From the date of

the Alarm Installation up until the time of cancellation (3 years), this

customer did not submit any complaints to Hue & Cry. There is a feature

within this customer’s control panel that reports activity to corroborate the

system is testing properly on their account. Our records show we received

normal test timer notifications monthly, confirming Hue & Cry was able to

meet the negotiated monitoring needs. It

was only after the customer tried to cancel before the contract expiration date

that the customer became disgruntled with Hue & Cry.

Hue & Cry cannot control the use of an Alarm System once

it is installed; instead, it is the responsibility of the customer to arm and

disarm their system at their leisure.

Upon receiving the request for cancellation, a Hue & Cry

representative emailed both the signed proposal and contract to the customer.

After the customer voiced concerns that they were unaware of their contractual

obligations, Hue & Cry had two representatives attempt to explain the

contract and our policy for cancellation to the customer. When the customer was

still unsatisfied, the situation was brought to the attention of the owner of

the company. After reviewing the facts, the decision was made to hold the

customer to the terms of the signed contract. At no time were Hue & Cry representatives

rude. Hue & Cry strives to offer great customer service and we thank our

valued customer for the opportunity to address their concerns.

Consumer

Response:

We were gone for a while on a family matter and also on a vacation. I am just getting into your site today, 9/5/14. You have already CLOSED this matter so I just want to say that there has been NO RESOLUTION in this matter and this was just a waste of time. Hue & Cry does not care what they do to their customers and their statements do not address the fact that we repeatedly emailed for this to be resolved and for us AFTER paying for installation and 3 years of monthly charges to be released from a 5 year contract. It was a REASONABLE request and they were very unkind in their reply "we are going to hold you to the contract". Their installer damaged our bedroom wall which we will have to fix on our own. How is this fair??? They could have easily been reasonable about this, but chose to strong arm us. That is the level of their "customer service"!!!

Review: Was advised by Hue & Cry that a discounted price for alarm system required monitoring service for three years. Wasn't vebally advised of add on term.

On October 22, 2008 I was provided an estimate for the installation of an alarm system in my residence. I was given the option of a discounted equipment and installation cost that required, "a 36 month contract at $29.95 for monitoring, billed quarterly" or, "a non-monitored system" at a higher cost for the equipment and installation. I was given the impression that after I fulfilled the 36 month contract I had no further obligation for monitoring service. I was never advised that if I don't cancel the monitoring service at the end of the contract, the contract will continually renew for two year terms. In April of 2009 I had the alarm system installed in my residence. I was provided a contract, based on the information I was previously provided I signed the contract that was presented to me without reading the fine print. In February 2010, Hue and Cry increased the rate for monitoring by $4.50 per quarter. I didn't read the fine print in the contract that I signed so I wasn't aware that Hue and Cry was violating the contract by raising the cost for monitoring. I paid the increased cost without question. In April of 2013 I called Hue and Cry to cancel the monitoring service for the alarm system. I was advised by the representative that I was still under contract and could not cancel without paying the remainder of the contract. I explained that I'm no longer under contract because I was told it was a 36 month commitment for monitoring service and that commitment started in April of 2009. I explained that I paid for the monitoring service for well over the 36 month commitment. The representative informed me that because I didn't cancel after the initial 36 month commitment my contract rolled into a new 24 month contract term. When I expressed my dissatisfaction with that she said she would email me a copy of the contract. When I read the contract, it did in fact indicate in fine print what the representative related. However, the contract was contrary to the information I was provided prior to signing the contract. Hue and Cry's attempt to resolve the issue essentially equated to them trying to receive more funds. The options really involved new contracts for Hue and Cry, new installation and lease charges, or keeping the remainder of the current contract. I explained that I fully appreciate requiring an initial three year contract term for monitoring service to offset the discounted price for equipment and installation. However, to put in the fine print of a contract that after the three year term I will be locked into a two year term is bad business. Allowing a customer to cancel the contract at any point after the initial three year term does not come at a cost to Hue and Cry (other than their revenue for monitoring service).Desired Settlement: Terminate the contract as of April 2013, reimburse me $94.35 for the charge debited from my bank account in May 2013, and reimburse me for the overcharged amount totaling $58.50 (February 2010 through April 2013). The total amount due to me is $152.85.

Business

Response:

Business' Initial Response

Please see all the correspondence attached. He had agreed to keep the monitoring until April of 2014 as stated below and we agreed to move him back down to the original monitoring rate, and applied a credit to his account for the increased difference he had paid. What he submitted to you was asking that he be terminated as of April 2013. [redacted] has agreed to honor that and let him out of his contract and refund May.

Thank you,

Consumer's Final Response

Hi [redacted]

I wanted to let you know that I received the credit from Hue and Cry. Again, thank you for your help.

Review: The service was cancelled last year, after I had submitted my quarterly payment, I decided to cancel since the customer service is subpar and after several attempts to remedy the issues I felt it was time to move on...I was contacted several times to reconsider from management people who had ignored on issues in the past, I was then told that they would refund my payment ASAP...This is now April and every month when I call about my refund of $86 dollars they tell me it is going on at the end of the month, today they stated that they can not find any paper work on my refund!!!...I spoke with [redacted]Desired Settlement: My money refunded....

Business

Response:

I am not aware of any conversation occurring where we told this customer that we lost the paperwork we do not even have an [redacted] that works for our company. I see there was a request made for a credit 2 weeks ago and it is currently being processed by our accounting department to be sent as a refund to the customer. There is a process in customer refunds in the case of a cancellation where things need to be reviewed to be sure a refund is necessary and to make sure all cancellation was completed, contract terms were met etc. The customer should be receiving their refund soon.

Review: I have a complaint with the Hue and Cry alarm systems (not the original alarm system we bought). Through the years my alarm system has changed through several companies. Recently, I have been sending checks every September to Hue and Cry, my system payment was up to date when I requested a repair service in May 2013 to repair a "contact" on the garage side door which was preventing me from setting the alarm.

A man came out and repaired the contact. He had me sign what I thought was the repair work sheet. He said he would mail me my signed copy because he didn't have a copy for me. My daughter and granddaughter were there and witnessed it. I did not receive a copy of the repair sheet that he said he would send and as time passed I forgot about it since the problem was fixed. I had been planning on putting my house up for sale since my husband passed away. My intention was to sell it at the beginning of summer 2013 and move into a senior living residence, which I have done. Summer was supposed to be a good time for families looking for homes. I made my last yearly payment in September 2012 which was still in effect at the time of the repair work. I contacted Hue and Cry on May 7, 2013 to let them know that I was putting my house on the market and would no longer need their alarm system services after the contract ended. That is when I received a copy of this contract. I read it and saw my signature. I also read the part that said I had 30 days to review the contract which I had never received.Desired Settlement: I would like this contract rescinded because my intention was not to sign a new contract for my home alarm system when I was planning to sell my home that summer. I would not like my credit affected by this company in any way since I have a near perfect credit score. I do not want any more dealings with this company.

Business

Response:

In response to the complaint against Hue & Cry Inc. by [redacted], we have done all we can to amend this issue. On March 31, 2014 we left her a voicemail explaining that any contact she had with Hue & Cry had been rescinded. Additionally, we informed her there are no outstanding dues and her credit will not be affected by Hue & Cry Inc. We reminded her that we provided her with two free service calls. As of December 2013, her account was fully cancelled.