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Interface Security Systems LLC

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Reviews Interface Security Systems LLC

Interface Security Systems LLC Reviews (55)

This has been addressed and no further communication is desired

Complaint: [redacted] I am rejecting this response because:I have been in contact with all the departments listed in the response and I have the emails to prove that I have been begging for help and there has been no helpTHERE is no need in being shocked when I have been raising this issue since and NO ONE has done anything! I finally heard from sales, but they asked what could they do to make this right and I shouldn't be charged for an upgrade with all the issues I have faced with them.Now the part of my home that had been burglarized was the back door where if they would go back through their records they will recall a service technician had been out prior to the incident putting contacts in the area, plus also checking the wiring at the back of my homeMy garage was an issue to and they put a cheap part in the garage to make up for the part that was messed up! I DO NOT AND DID not remind them constantly over the phone about the breakin because a group of people was working on it! So PLEASE get that notedAFTER ALL THE EMAILS AND phone conversations you guys have not BOTHERED to reach out to see if this situation was handled at allNow I do not want to play a game with this company I have tried contacting them several times and there has been no helpMy phone # is located in the system someone can feel free to call meBEFORE I wrote this complaint I contacted the company again and asked for helped and stated if no one responds I will be forced to write the Revdex.com to get help Sincerely, [redacted] LaTesha Alexander ToJimmy Bordelon Todd Wright Melissa Davidson Interfacesystems Customerservice Russell LyonsInterfacesys NoreplyBCCJennifer Biller [email protected] at 10:AMGood Morning,I am reaching out to MO today since everyone is ignoring my message! Someone has to handle it and MrJimmy do yourself a favor today and don't write me anything out of the way about what you thoughtAll of you guys are tagged in the same message and have took another years worth of my money and failed to yield the correct customer service that I have needed.Thanks!LaTesha Alexander ToJimmy Bordelon Todd Wright Melissa Davidson Interfacesystems Customerservice Russell LyonsInterfacesys NoreplyBCCJennifer Biller [email protected] at 10:AMGood Morning,I am reaching out to MO today since everyone is ignoring my message! Someone has to handle it and MrJimmy do yourself a favor today and don't write me anything out of the way about what you thoughtAll of you guys are tagged in the same message and have took another years worth of my money and failed to yield the correct customer service that I have needed.Thanks!

Complaint: [redacted] I am rejecting this response because: Interface is Lying about not knowing about us not having a phone line and my intent to cancel all services after September 8th Attachment of letter I sent on Sept 8th to [redacted] with my signature of coarse after I printed it out.I do not need to send a termination letter because I already have, they need to admit they are at fault, acknowledge my account has been cancelled, I owe no more money and have paid in full to what was agreed upon, and then I will accept the response Sincerely, [redacted]

To Whom It May Concern:We are so sorry to hear of this customer's complaint and want to do what we can to come to an amicable solution for both sides! We heard of the customer's concern back in April when she called because she received an error code on her keypad She explained that she had switched to [redacted] , then called us to troubleshoot The technician told her what the issue was related to- not having a POTS phone line for the alarm system which is the customer's responsibility to provide Somehow a mistake was made and a tech sent out, but there was no need Then the customer received the bill in error We are so sorry that this has caused the customer to cancel with our company At this point we would like to let the customer know that we will be crediting off the final bill in it's entirety in an effort to close this case and make things right with the customer Thanks in advance, [redacted] Customer Care Account ManagerInterface Security

Complaint: [redacted] I am rejecting this response because: Attached is an email from my landlord with the [redacted] (the outside surveillance company) evidence which states that the police showed up at 1:am The dispatch call was made after that so yes the alarm company called the police, but this was after the police was already there, it is unacceptable that no motion detector would detect him after walking in and back out and back inside the store and walk all around the store and banging open the cash register I will accept the break detectors free of charge and I do not feel that it is my responsibility to pay any service charges that were applied to my account for this incidentThere is a serious problem with the communication of this alarm company or I want to simply end my contract without any of my credit or name being affected or any other fees I will have to contact the police department to get the statement from officer [redacted] and the complete police report which I will forward to you Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ To Whom It May Concern, This is in response to a complaint made to your firm by our customer, [redacted] ** Mr [redacted] mentions in his complaint that we (Interface) are making a change and that is why he needs to upgrade and therefore we should furnish the equipment costsThis is incorrectIt is public knowledge that [redacted] is slowly changing over their network towers from 2G to 4GThis is a decision that was made by [redacted] and is affecting every alarm company and every customer across the country that is communicating on 2G networksThe fix is an upgrade to the panel itself so that it will work with the 4G towersAgain, this is not a change Interface is making, therefore it is not a change our company should completely pay forWhat we are doing is offering discounted upgrades to our customers so that their systems will continue to communicateIf Mr [redacted] were to go to a different alarm company, he would face the same issue is trying to monitor his system due to the [redacted] towers in his area We certainly do not want to see Mr [redacted] cancel his service with us and would very much like the opportunity to send a Field Customer Service Representative to his location to continue to try to work with him on an upgradeOur customer care representative offered a discounted price, but Mr [redacted] did not agree and said he would cancel the accountAt this time we are still waiting to receive written notice that we should stop his monitoring services Should Mr [redacted] decide to continue with the cancellation, given that he has been a customer of ours since 2001, we will forgive the last few months remaining on his term and will not receive a final bill Thanks in advance, [redacted] Customer Service Supervisor Interface Security X-XXX-XXX-XXXX ext XXXXX

Interface Security had settled a dispute with us earlier in the month and both parties agreed I owed no more money but I just received another bill from Interface on 2/18/with past due amountsI had paid off the account in September at an agreed amount to cancel out my last months of the contractI just received a certified letter from the postman today 2/21/and called [redacted] as he was the contact on the letterI explained we did send the letter of cancellation printed from my computer, signed it and mailed it in on September 8th and after receiving more bills a month or two later I called [redacted] and asked if she received my letter of cancellation [redacted] stated she did receive my letter and to ignore the billsIf they did not receive the letter I would have re sent one since the conversations with [redacted] were very civil, but [redacted] said everything was fineInterface and [redacted] stated in our last Revdex.com complaint that they record all customer service interactions so why will they not pull my recorded phone call records to confirm what I am stating in this complaint is true? If they would have just listened to the second call I had with [redacted] they could have just stated they misplaced the letter and I would have sent another letter, instead I am being accused of not following the policy to cancel the service [redacted] was very kind on our call this morning and he is sending me a formal Interface cancellation form and I will mail it back and return the letter.I will be satisfied if Interface can acknowledge they receive the letter that [redacted] is sending me which I will sign and send back the same day once I have received it, confirm my account is closed, I owe no money, and that I will not receive any correspondence from Interface Security or any affiliates in the future

To Whom It May Concern:Mr [redacted] has been a loyal customer of Interface since In September of he called in to cancel due to job loss We hated to see him go and wanted to work with him to keep him Our representative offered to lower the rate or split payments with him to make it more affordable for the next months The agreement was not up for renewal until April 2017, meaning he could be held for the remainder of that time The customer agreed to lower the rate for months At the end of that time the rate went back to his fee, and he called again to cancel At that time we re-explained the agreement and the renewal, and what we did in September.We believe this was an honest misunderstanding between the customer and our representative Our history shows we were trying to help him but may not have understood the full need being no phone line to allow the system to work We've discussed his complaint with management and they have agreed to let him out of the remainder of the term We simply need something in writing from Mr [redacted] stating to cancel immediately for [redacted] with his handwritten signature sent to Customer Service [redacted] ***.Thanks in advance, [redacted] Customer Care Supervisor

Initial Business Response / [redacted] (1000, 7, 2015/09/22) */ To Whom It May Concern: The Community Interfaith Pantry originally became a customer of Interface in August At that time they signed a month term for security monitoringIn January they renewed their agreement with us for a new term of months in order to receive an upgrade to the system [redacted] was the Director of the location and it was he who signed the agreement [redacted] contacted us to cancel the service in September of because he was moving the facilityRather than contracting with Interface in the new location, he signed an agreement with a new security companyBecause he did not transfer the service, Interface sent him a final bill for the unfulfilled portion of the agreement which totals $It does appear that RMTI, the collection agency responsible for this account, did contact Mr [redacted] prematurely and for that we apologizeThe account has currently been put on hold with RMTI to prevent further collection action If there is another location that this customer could transfer the service to, we would be able to completely forgive the balance of the agreement, and a new one would be taking this one's placeHowever if he is not interested in resigning, we would ask that he pay half of the final bill totaling $ We will be waiting to hear the customer's reply Thanks in advance, [redacted] Customer Service Supervisor Interface Security

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ To Whom It May Concern, Interface Security had been providing security monitoring service for [redacted] and [redacted] at XXXXX [redacted] Suite [redacted] since In 2015, without warning, we stopped receiving payments from the customerWe were unable to reach them by phone and sent a certified final letter requesting payment or we would have to discontinue the account in August This letter came back unclaimed from the post officeAt that time the account was cancelled for delinquency and was sent to a third party collection agency named RMTI for the past due open balance and the remainder of the term on the agreement Due to collection laws regarding multiple parties attempting to collect on the same balance, we are unable to discuss this matter with the customerThe customer will need to contact RMTI directly to reach a resolution at X-XXX-XXX-XXXX Thanks in advance, [redacted] Customer Service Supervisor Interface Security

Initial Business Response /* (1000, 5, 2015/12/31) */
To Whom It May Concern,
In December Ms*** entered into a month agreement with our company to install and provide security monitoring service for her homeDuring the initial term there were three instances where, like many of
us, our customer experienced financial hardships and we worked with her to keep her services by providing credits, moving bills to the end of the term and eventually lowering the rate permanentlyThis last move, because it was done under the initial term, expanded the renewal date of the agreement from December to January
As many may know, *** is upgrading their network towers and by many, many alarm systems using their towers to communicate will have to undergo an upgrade to continue to operateIf *** were not upgrading the towers, there would be no need to upgrade the systems, however technological advancement is something that our company cannot controlWe also cannot control the placement of the towers in a specific customer area that will be undergoing the changeTherefore, our company cannot be held responsible for upgrading a customer's security system at no chargeWe are however working with each individual customer to come up with a renewal that will work for each personWe tried to do this in the case of Ms*** but we could not offer a price that would meet her needs
Again, there is still an unresolved agreement on file that was extended due to a decrease in rate in Having said that, we know she has completed the first term of the agreement and we would ask that if the customer will simply pay the balance of service at the time of the cancellation, plus a day notice, we will forgive the rest of the billHer final payment amount would be $
Thanks in advance,
*** ***
Customer Service Supervisor
Interface Systems
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Good Afternoon,As Ms*** has described, she did indeed enter into an agreement with our company for months on 12/22/2010. She did call to cancel the service because she had changed to a different provider in 2014, and was advised that she would need to pay through the term of
12/22/15. Our agreements state that the service must be cancelled in writing to prevent renewal, however if this was not something that was covered on the phone in we are very sorry! Our notes do show that Ms*** had intended to cancel and pay through the date and we will honor that. There will be no final bill for the coverage on the renewal for 2016. Thanks in advance,*** *** Customer Care SupervisorInterface Security

To Whom It May Concern:*** ***'s account was cancelled as she requested on 1/19/16. We do require a notice in writing because as a security company we feel it is important to take the extra steps to protect our customer's accounts. We would not want just anyone to be able to call
and cancel the account. The bill that Ms*** received was in error and she may most definitely disregard. We bill out in advance and sometimes cancellation of account and the last bill can cross in the mail, as in this case. We are sincerely sorry for the inconvenience Ms*** had experienced with our company and we do appreciate her patronage over the years.Thanks in advance,

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

Initial Business Response /* (1000, 11, 2015/11/05) */
To Whom It May Concern:
*** *** signed up with Interface to protect two different locations: one at *** *** (which is the location she is writing about in this complaint) and another at *** *** *** *** was cancelled
prior to the install and there was no refund because the money she paid down was moved to the *** account as per the customer's requestTo date we have only received a cancellation request in writing for the *** address
The account that is still active, *** *** has a month agreement on file that runs through March The alarm is active on our endShould the customer wish to cancel the service at this site we will need a letter in writing with the address and signed by ***She may be subject to a final bill, as she is breaking the agreement before the term is up
Thanks in advance,
*** ***
Customer Service Supervisor
Interface Security
Final Consumer Response /* (3000, 18, 2015/11/13) */
***Document Attached***
November 12,
I believe the reply from Interface is not accurate
In March 2015, I initially wanted systems installed: one at *** *** StLouis, MO XXXXX and one at *** *** StLouis, MO (the one at *** *** was never installed)
The letter I sent to Interface 5/20/clearly states that the address I requested to have services terminated at was *** *** StLouis, MO XXXXX(Copy of the 5/20/letter is attached.)
In addition, the service at *** *** was never installed in March and no invoices were ever received at any time for services at *** *** If there was nothing installed and no services invoiced for this address, why would I need to send a letter asking for termination of a service that was never started?
Also, the reply from Interface says the alarm is activeI do not see how this is possible, as the system is disconnected and the battery is on the floor where the technician left it on 5/26/A copy of that service ticket is also attached
I think Interface is either confused or making up their facts in an attempt to get more money out of meI believe I have followed their procedures requesting termination of services at *** *** and I would hope they would be a reputable company and hold up their end of the dealThey are supposed to have a Revdex.com approval, but I'm curious as to how they got that ratingI am very frustrated and annoyed by the Interface company
I would like my letter of termination for *** *** to be honored and to not receive any further billing statements from InterfaceI would also like the white system box to be removed from the wall at *** ***
I do not know what the next step is to resolve this issueIf Revdex.com has any suggestions, please contact me
Sincerely,
*** ***
Final Business Response /* (4000, 21, 2015/11/19) */
Thank you for the additional information regarding this account! We will be able to go ahead and cancel the service at *** *** as requested with the attachment
We are very sorry for any misunderstanding that the customer has experienced with her account thus farAfter receiving the customer's response to the Revdex.com, I personally sought out the help of the sales team she was working with, and service historyMs*** contracted with our company to provide security monitoring service at the *** *** Avelocation on 3/25/This was for an initial term of months in exchange for a minimal cost at signing for the parts our technicians installedIt appears the original paperwork term was shortened from our typical month term to a month term, and the customer's initials are next to that change signifying approval
Our service history indicates that the customer scheduled service for a door sensor trouble in May 2015, and to train her son on the system usage at no chargeThe customer continued to have trouble using so our tech came back to the home one week later and powered down the system at the customer's requestWhen we say that the alarm is still active, we mean that we are keeping the lines open to monitor it from our office
The customer spoke with our customer service department later that month and said told us that the system was not easy enough for the homeowner to useOur rep offered to send a technician again to retrain but she declined and mentioned that the system had been removedOur technician did not remove the system, so we are unsure if this is something the customer did on their ownOur representative explained that breaking the agreement early would result in a final bill and that a letter would be needed to stop the service
At this point it appears that Ms*** has months remaining on her month agreement, and at $per month her final bill would be approximately $1,We have not come out to remove the system at this point, but reclaiming it will not affect the final bill as we cannot reuse previously installed parts in new salesWhat we would rather do is come to a fair solution for the customerIf she is concerned that the system does not work correctly we can have a tech come back out at no charge to hook everything back up and test it with the customer so she can complete the termWe would be willing to write a credit for the open balance of $completely for the months she hasn't used itIf she wishes to proceed with the cancellation, at this point we can reduce that final bill by 20% bringing it down to approximately $
Please advise on the customer's decision
Thanks in advance,

Good Afternoon,*** Orthodontist entered into a month agreement to provide security monitoring on 6/20/2011. After the initial term, the agreement renews automatically in one year increments. To cancel the agreement without penalty, we need to receive written notice at least days
prior to the renewal date. On 8/3/Dr*** called to cancel the service because he wasn't using it. Our representative spoke to him about his reasons for not using, and offered to lower the rate or give a upgrade at little cost up front to make the system more useful to himAs previously stated, the agreement renewed in June so we advised him that there would be a final bill for the unused portion of the agreement. He still chose to cancel, and we received the letter to do so. At the time he cancelled he had an open balance of $and an unused balance of the agreement of $318.84. In an effort to come to an amicable solution we can offer for the customer to just pay the $to close the complaint. Should he need a copy of the agreement we would be happy to send one.Thanks in advance,*** *** Customer Service Supervisor Interface Security

To Whom It May Concern:*** *** has been a customer for several years and unfortunately suffered a home flood in 3/2016. Initially we put the account on hold for three months while she got things taken care of. In 7/she was moving back in but at that point the home had been
gutted and the system removed. At that point we escalated her case to her local salesperson to give her a quote on getting a new system installed. Unfortunately we could not reach a compromise and she decided to stop the service and go with another provider. She officially cancelled with our company in 8/2016. The agreement we have on file with Ms*** was signed on 1/21/for months. At that time we installed a panel / keypad combo and took over some existing parts of an old system that was already in the home. Typically when a customer cancels in the initial term for any reason, they will be held to the remainder of the balance of the contract, just like Ms*** was in this case. We do feel that this particular case, is not usual given the fact that she suffered greatly from a natural disaster. We are not sure how this particular customer did not get escalated to management earlier so we could have had all the facts that she presented here, and for that we are truly sorry. We have pulled all collection action from Ms***'s case and will be closing her account with a zero balance.We do wish her the best of luck in the future.Thanks in advance,*** *** - Customer Care Supervisor - Interface Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere is no point in arguing with this company any longerInterface and I agree at this point I own no money on this on this account and it will be on record here with the Revdex.comThe letter submitted was printed and signed by me on September 8th and put in the mail the same dayAs to the recordings I am well aware the phone conversations I had with the Interface representative were being recorded and if Interface would have just pulled those calls from archive and reviewed them as they say they can, then they would see that everything I stated would be true.They did know about my phone line being cancelled (1st phone call), they did receive my signed letter with the detail I was instructed to provide by the Interface representative (2nd phone call after I received a bill after account paid in full on agreed amount), and they did acknowledge I was cancelling my account as of September 8th because I did not have a phone line (Letter and calls and 2)Call was the call with the same Interface representative, who is very nice, but seemed to deny everything and that caused this action with the Revdex.com
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me even though I don't totally agree with their characterization of events.Thanks for your valuable assistance in addressing this issue.Sincerely,
*** ***

To Whom It May Concern,First, we are a bit surprised by this complaint, given the longevity of the issue. It seems the customer has filed a complaint about something that happened approximately years ago. Nevertheless, we want to do what we can to meet our customer's needs and were
concerned to hear of her issue, and shocked it hadn't been addressed to her liking in the past years.*** *** became a Hawk customer on 8/19/2008. The system that was installed in the home was pre-existing and customer owned- the only item that the technician installed was a keyfob kit to make arming and disarming the system easy. In and thereafter, Hawk was an Interface company, and Ms. *** has been a customer of ours ever since and we've continued to monitor her home. On November 9th, 2014, the day of the alleged break in, we do show that the burglary alarm was tripped, Ms*** was notified and the police were dispatched. According to our service ticket records, the door was kicked in and we visited the site afterwards to correct the damage that had been done by the intruder and did so free of charge. This would typically be something that would not be covered under a warranty. Prior to the break in we do show instances of service tickets over the summer for the garage door, where we had to replace a sensor. The garage door and the back door where the intruder broke in, are not the same door nor zone, and as such they are unrelated issues.It appears that after the break in and the service calls to repair, Ms*** contacted us about getting an upgrade. We do show this request was sent to sales, but we do not show that an upgrade was ever agreed to. We do show, however, that there were four more service calls throughout for unrelated issues, and no mention of the break in. In fact, the only instance of notes about a break in was around the same time it occurred, where she requested an upgrade and service was provided to her for free to repair the damage.Certainly we value Ms***'s patronage and want to do what we can to meet her needs now and for years to come, and we would encourage her to call in to speak with our monitoring management staff at 1*** to discuss the alarm signals more thoroughly, or if she would like to speak to customer service she can call 1-***. The representatives she listed in her complaint are sales people whom she may have been in contact with for the quote for the upgrade. We can still help her with that. We most certainly do have a Corporate office and are sorry for the misinformation. The corporate office is where the monitoring and customer care centers reside. We will wait to hear from Ms***.Thanks in advance,*** *** Customer Care Representative

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Address: 3773 Corporate Centre Dr, Earth City, Missouri, United States, 63045-1130

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