Inge's Footwear

Initial Business Response /* (1000, 5, 2016/06/01)
*/
***
As a security company we can not release security information to anyone who calls, as this information is confidentialNothing can be done without written request to us, which she is fully awareAlarm monitoring on this cottage was cancelled on Feb 13/14.In Dec *** *** called our office and demanded we give her the installers code and again in Jan *** *** was very *** to my staff on the phone and *** to p*** ***The alarm system was installed by *** and paid for by himWe can not and will not release sensitive inform regarding anyone alarm account over the phone as we can not verify the callerThe account was cancelled by *** as he was the one who had it installed and paid for the systemAs a result of the cancellation of the monitoring in Feb 2014,we have had fiscal year ends since and this file is in our archives packed away in storage*** *** is fully aware that we can not take any verbal requests over the phone due to liability reasonsShe is also aware that there is a cost associated with resetting the panel to factory defaultSomeone in our office has to go upstairs to our file area and search boxes for this alarm account that was filed awayOnce the file has been located we will have the installers code and can call the panel up by computer and reset to factory default, which takes time and cost moneyThe cost associated with this work will have to be paid in advanced and not until a written, dated and signed request from the owner of the property is sent to Sarchfield Electric LtdThe cost to have this done is $*** HST includedWe change alarm boards all the time due to issues like this and the cost of the board is $*** plus $ *** labourI have no idea where the $ *** came from that she claims it will cost*** *** ***A written requested and payment in advance is all that is needed as long as the phone line is still connected to the alarm panel***
Initial Consumer Rebuttal /* (3000, 7, 2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sarchfield Electric is trying to portray me as something I'm notI had called this company at least times asking them to release the installer codesEach time I was told by *** *** that she would leave a note for *** ( the owner) as he is the one who handles thisI was NEVER told that a written request was required or that there was a fee*** told me on several occasions that it is simple phone call to the system to remove their installer locks*** At the time the system was installed and paid for it was done so by myself and *** at the timeWe have since ***d but the cottage in question is mine as *** and *** are well awareThe account for alarm monitoring services at the time was not in my name and *** had every right to cancel it as such (as I was taking ownership of the cottage.) Sarchfield Electric didn't contact me and let me know this was being done (I found out after it had been cancelled) and neither did they call and ask me if I'd like to continue the service by setting up an account in my nameBecause of the business *** does with this company I figured it would be best if I took my business elsewhere, *** *** said she understood, ***During our last phone call (months after my initial contact regarding this matter) *** finally told me that *** would not be releasing the installer locksWhen I asked why, I was told that this is a standard practice in the industry***My first step was to contact the Revdex.com and hope for a amicable resolution of this disputeI have contacted several alarm monitoring companies and none of them charge their customers a fee to cancel their accounts nor do they *** by refusing to remove their installer locks, especially not systems that were bought and paid forFrom what I understand this is simple process that takes less than minutes whereby someone at Sarchfield logs into their DLS software on their computer system at the office and pulls up my file and types a few commands and it is done over the phoneWithout having the installer locks removed I'm faced with replacing the board or installing a whole new systemBecause the new board would not be compatible with ***isting alarm panels the panels would have to be replaced as well, thus reflecting the $*** chargeWith the installer locks removed I would be able to use the system that is there without any changes or upgrades or additional costsI*** I have not contacted this company since my last phone call when I was informed that they would not be removing their installer locks from my system nor do I have any intention of doing so***
Final Business Response /* (**00, 11, 2016/06/14) */
Any changes that are requested for an alarm system MUST be in writing only with a date and signature for security reasons*** *** or *** *** *** was contacted through her *** as we did not know how to reach her after *** about keeping the monitoring on the cottageHer *** called back and said *** does not want monitoring as she will be living there full time and will not need the alarm system***'s *** said that she does not want to deal with anyone who deals with ***At this point we removed the file folder and deleted the account from the DSL softwareIt has not existed in over years on our systemSince *** started this claim we have pulled the cottage file for the electrical work and have discovered the security system was never billed or paid forTherefore we will be invoicing *** ***/*** for this systemThis invoice must be paid in full immediately*** ***/*** *** Nothing in the alarm system needs to be changed but the main board and only if she wants tooAll the devices,wiring will work and do not need to be changedSarchfield Electric Ltd.has retracted the cost to unlock system until the entire system is paid for in fullWe are not doing any unfair business practices only following proceduresWe have to be sure the person requesting changes are authorized too and that it be in writingWhen dealing with a *** situation we have to be extra careful not knowing what is happening and who actually has authority to request changes in anything*** *** /*** has made *** to Sarchfield Electtric Ltdand my staff because we are still doing business with *** ***