Interface Security Systems LLC

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 Thank you for your help!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/28) */
To Whom It May Concern,
Thank you for bringing this matter to Customer Service's attentionWe will be contacting the customer today to arrange another service visit to take care of the problem once and for all, and to assist in crediting
the customer's account as deemed appropriateWe certainly do not want to lose this customer's business and are ready to do what it takes to fix the issue
Thanks in advance,
*** ***
Customer Service Supervisor
Interface Security

To Whom It May Concern:*** *** contracted with Interface Security to provide security coverage on her *** ** *** BlvdStelocation on 6/30/2014. The initial term of this agreement was for months. The coverage that the customer and sales representative agreed upon at that
time was for two doors and two motion detectors, as signed and accepted by the customer. Additionally Ms*** has her own CCTV system that Interface did not install and does not monitor. According to our system's alarm history, on 11/12/at 1:52am an alarm sounded onsite for a front left door. A few seconds later we received a front motion alarm and then at rear motion alarm. Less than a minute after the first signal was received, the alarm was brought to an operators screen to work. As per the customer's call list instructions, we are to call two numbers prior to dispatching on a burglary signal. The operator made her first call to the location at 1:53am and received no answer, then called the first name on the contact list at 1:54am, leaving a message. Immediately after that the operator called the Dallas center and dispatched the police. Although the customer claims she has a report that we did not dispatch, we show in timestamp on our software that we did dial the number and the name of the dispatcher was "Mitchell". We would like to see a copy of the report from the police stating this and we will follow up with them, as our alarm history cannot be changed- each step is proven and automatically recorded in software history. After dispatching the police, we left a message for Ms*** on her cell phone at 1:59am, and finally called the last number on her call list but there wasn't an option to leave a message. Both the police and the customer followed up with us that this had unfortunately been an actual break in. As the customer states in her letter, the intruder broke in to the store by breaking the glass on the door and entering through the hole that created. Again, the customer did not opt for glassbreak detectors at this site when she signed up for service. Several factors can influence decisions on what kind of coverage to plan for when designing an alarm system, and we can't be sure what led to the choices that were made when Ms*** signed with Interface, although perhaps the store having a CCTV system played a part. When the intruder came in on 11/12, there was no way that the alarm system would pick him up if he did not actually open a door or walk in front of a motion detector. We know he was successful in getting in, but he clearly set off several alarms in the process, as seen in our alarm history. Without that glassbreak detector on the front door glass however, it makes sense that we did not receive his initial entry alarm. Additionally Ms*** mentioned that the CCTV system showed that he broke in much earlier than our alarm history states. When the technician she mentioned went to the site the following day, he discovered that the time was not set correctly on her customer owned DVR and was misleading. Even her footage that was recorded on this DVR shows the burglary was only a few moments, and not nearly the minutes that the timestamp on her DVR suggests. Regardless of these facts, understandably suffering a break in a loss is a frightening and unfortunate event for anyone and we hate that this has happened to Ms***. We appreciate her need to seek justice and we do want to try to accommodate her needs and keep her service with us. As it stands, Interface did not act unreasonably in this situation and the alarm worked exactly as it was designed to do. The operator who received the alarm responded swiftly and followed Ms***'s instructions to the tee. The technician verified that there were no problems with the alarm system, and the only deviation was the incorrect timestamp on her DVR. Additionally Interface is not an insurer, and as our agreements state we are not liable for any loss suffered in the event of a break in. Our job is simply to deter crime and in the unfortunate event that a break in occurs, lessen the amount of loss suffered overall. Had Ms*** not had any sort of alarm system, or only had her local CCTV that does not call police, the thief could have made off which much more than he did. Because Ms*** has been a good, long term customer for more than one site, our management team feels that it makes sense to give her a glassbreak at the *** ** *** location free of charge. To redeem this offer, she simply needs to contact our local Operations Director, *** ***, who can set things up for her. He can be reached at *** or ***. We do look forward to hearing from her directly. Thanks in advance,*** *** Customer Care Supervisor - Interface Security

Initial Business Response /* (1000, 10, 2015/09/03) */
To Whom It May Concern:
Please let this complaint response serve as notice that our former customer, *** ***, does not owe any final bill and that her balance is zeroShe can please disregard the recent bill she received that prompted
this complaint as it was sent in error
Please contact me personally with any questions
Thanks in advance,
*** ***
Customer Service Supervisor
Interface Security XXX-XXX-XXXX

To Whom It May Concern:*** * *** *** contracted with Interface Security to provide security monitoring to their location at *** ** *** on 9/9/2013. The initial term of this agreement was months and renews on an annual basis thereafter. Our first contact with the customer
to cancel service came on 10/12/2015. *** called to check on the terms of the agreement but did not specify why he wanted to cancel services. We advised that the term ran through 9/9/2016. An unsigned cancellation letter was received to our office in December 2015, but we were unable to reach the customer after three attempts to try to save the account, and obtain a letter with a signature. As stated in the original agreement, due to the nature of the service, we can't cancel an account over the phone and require it in writing with a signature of the owner. Again, the letter that was sent in December did not have a signature. After our three attempts were unsuccessful to contact the customer, we sent a letter advising of the process to cancel and asked that the owner contact our Customer Care Department. We did not receive a call from the customer until 12/27/when he called to advise that the account should no longer be billing, as the site had closed down. At that point our representative explained the issue with the unsigned letter from 2015, and that the agreement had already renewed for a month term as of 9/9/2015. There would be a final bill through 9/9/2016. The customer said he would send paperwork proving that he did cancel in 2015. We only received another copy of the unsigned letter with no address of monitoring as well. At that point the customer refused to send anything else, and we followed up the conversation with a final letter which when it came back unclaimed, we could use to prove the site had closed and no longer needed security.The customer claims that there is a refund due for fees we should not have collected. We did not receive a signed cancellation letter as required to stop service prior to the renewal date, and all our attempts to contact the customer were not returned. To prevent any final bill and the contract renewing for a new month term, the customer would have had to send a signed cancellation letter prior to 9/9/at the renewal date. The charges that the customer reversed in the amount of $do stand and the account will be sent to collections if they remain unpaid. We will however, forgive any final bill through 9/9/2017. When the customer contacted our representative on 12/27/2016, the agreement had renewed again for another year, and as such, per the agreement the site could be billed through 9/9/2017. In an effort to close the complaint and meet the customer with a compromise, we will settle the account for a final payment of $326.31.Thanks in advance,*** *** Customer Service Supervisor / Interface Security

Complaint: ***
I am rejecting this response because:
The information given by Interface is not accurate. As a former employee, I am well aware of the requirements to cancel an account and sent a signed letter in writing to cancel December 2015. I have emailed a scan of the correspondence to Interface including letters sent in November and December.In October I had numerous issues with my alarm system. I contacted the local *** *** office for service and was told that Interface had sold *** *** and had to call the corporate office. After hours on the phone, I placed a service call. I was no showed on the scheduled service day and had to reschedule. After receiving the service call I was billed even though I have a maintenance agreement. I contacted Interface in November after receiving the invoice for the service call. I was told that the call was billable and was supposed to receive a call from a supervisor. After several calls with no return call, I sent a letter with a check attached. Interface received the letter and cashed the check. By cashing the check, they accepted the terms of the letter and my account became month to month. Interface broke the terms of the contract by charging for a service call that was covered under my maintenance.In December I sent a letter in writing (signed) to cancel the service. I had the system removed. I, along with members of my alarm contact list received calls from the monitoring center over the next two days because the radio monitoring my system was not sending test signals. I was told by monitoring that they could only put the system on test for days and would be calling again if I did not cancel. I informed monitoring that I sent a cancellation letter. This was the last contact I have had from Interface regarding my account with the exception of my recent contact regarding billing. It is the policy of the monitoring station to call when signals are not being received from an account. By not calling, Interface new the account was not being monitored and cancelled.The original contract was executed August and had a year term. Stating that the contract was renewed when Interface knew the system was not being monitored and the billing should have been cancelled is fraud. There is an obvious communication issue between departments with Interface that I should not be held accountable for. My only mistake is not reviewing my credit card statements on a month basis and trusting that the account was cancelled. To be clear, the billing should have stopped January 2016. I am due a refund for the charges incurred with no monitoring service since Interface knew why I cancelled service and when I cancelled.I did include my email correspondence with the customer service rep. I originally sent an electronic copy of the letter I sent from my computer. Once I found my file, I sent copies of the signed cancellation letter. I was told the letter was sent over for processing and have not received any communication confirming the cancellation
Sincerely,
*** ***

To Whom It May Concern,After receiving Ms***'s strong rebuttal, we contacted the sales manager and representative that she mentioned in her initial complaint, and were able to access other pertinent informationOur employees did have email exchanges with Ms***, as well as phone calls with the service management team. We discussed their history with her with our Corporate Customer Care management team to determine the best course of action. On further review, we do see that we have tried over these past two years to resolve Ms***'s system issues, and have sent technicians out to the home many times. We have adjusted $of credit for service calls as a courtesy to help meet her needs, and sales has quoted her for the upgrade she has requested at a discounted rate. She declined the discount, and has expressed that she would like the upgrade free of charge, or to speak with our claims department. Interface does not have a claims department as we are not an insurer. That is one of the most important points we can make in this case, or the case of any actual alarm. Any loss that a client may receive due to a theft, fire, vandalism or Act of God are not warrantied items for any security company, Interface or otherwise. The homeowner's insurance company is who would handle claims of loss. Our agreements state this fact as well, and we can send a copy to you if your firm should require. We can't repay Ms*** for her loss in the form of a free security system, or otherwise. Having said this, we are willing to release her from any contractual obligation with our company and close out the account immediately if she chooses. We only require a signed letter in writing sent to Customer Care *** *** *** *** *** *** ** ***Sincerely,*** ***- Customer Care Representative

To Whom It May Concern: On May 9th, *** ***, owner of ***’s ***, signed an agreement with Interface Security to install and provide security protection for his business location at Mansion. This was for an initial term of months with year renewal periods
thereafter, and included basic security coverage and a maintenance plan. In March of the customer was called by our Billing department because he had fallen behind on his monthly payments. They were unable to reach him but they did send him a past due notice in the mail. Looking at the accounting history, I see that a payment was missed in August 2015, and again in November 2015. The customer continued to make payments through March 2016, which was his last, but the missing payments put the account past due, and if he did request a service call we would not have been able to perform it until the past due was paid. Unfortunately we don’t have a record of the customer calling about billing issues in early 2016, but we do show where he spoke with one of our Customer Care Representatives on May 5th, to cancel the service because the system was not working correctly, and sending alarms. In an effort to correct the customer’s issue and retain his business, our representative offered to get a tech out, to help him with the past due by a partial credit and promise to look into the payment history as he felt that some monies he sent were not applied. The customer also mentioned that he found another alarm company who was offering a free installation with a new month agreement. In response to that we offered to quote him on an upgrade as well After the customer sent copies of checks he had made payments to our company with, our representative researched the applications with our Accounting department. We found that each check had been applied to the account correctly and indeed there were some missing payments. We left messages to follow up with the customer regarding this but they were not returned. On June 22nd, our Billing department reached the customer again regarding the past due and suggested transferring him to the Customer Care Representative who was helping him with the payment history, and offered to send a technician. He declined and said he wished to simply cancel the service and ended the call. The Customer Care Representative was unable to reach the customer after that time. A letter to cancel was received and we did as the customer asked, stopping the service on August 8th, In looking over the account monitoring history, I can see that beginning in February the customer had repeated alarms from an office motion detector. Our Secure Monitoring Representatives made Mr*** aware on more than one occasion that they can disregard the signal and follow any dispatch procedure he would like us to follow, we simply need to receive that request in writing via email or fax for security purposes. We have never received these instructions from the customer, but also did not receive any further alarms after March 10th, 2016, quite possibly because the customer was not arming the system. We are sincerely sorry to hear of the customer’s request to cancel and feel that we have adequately attempted to meet the customer’s needs We would like to offer that the customer come back to Interface and let us try to fix the problem with the system. We could work out a solution with his past due and send that technician, as I see that the customer has only had one service ticket in his history with our company. If he does not wish to stay, we would ask that he pay the past due on his account for the balance of service totaling $123.25, and we will not bill him for the renewal on the agreement through May totaling $ Please advise on the customer’s position, and if you require any documentation of the customer’s history with Interface Thanks in advance, *** *** Customer Service Supervisor Interface Security Systems *** *** *** *** Earth City, MO PH: *** *** *** *** FX: *** *** www.interfacesystems.com SIMPLIFY TO THE POWER OF ONE This electronic mail message is intended exclusively for the individual or entity to which it is addressedThis message, together with any attachment, may contain confidential and privileged informationAny unauthorized review, use, printing, copying, retention, disclosure or distribution is strictly prohibitedIf you have received this message in error, please immediately advise the sender by reply email message to the sender and delete all copies of this messageAttachments area Show details

Initial Business Response /* (1000, 5, 2016/02/19) */
To Whom It May Concern:
I personally spoke with [redacted] on 2/16 and conversed via email on 2/16-2/17 regarding this issue. We have offered a solution to meet both the customer and company's needs, but have not heard back from the...

[redacted]'s as of yet.
Mr. and Mrs. [redacted] have been customers of Interface for many years. In March 2015 Mr. [redacted] contacted our Customer Care Department because he was cancelling his landline phone, which was the primary communication for the old alarm system in the home. The [redacted]'s agreed to upgrade their entire system in March to the latest technology, our wireless In Control system. Our representative collected $100 down payment in exchange for a new 60 month term and all new equipment that had a book price of over $700. No mention was made at the time that they would be moving in the near future.
The technology called Docusign used to sign the paperwork is commonplace in todays businesses. This keeps company representatives from having to meet in person to or fax and email, or use postage to have agreements signed so paperwork can be processed much faster. As I explained to the customer, one cannot forge a Docusign signature. The customers would have had to receive the agreement link in their email box, click to go to Docusign's site, read over the agreement (you MUST look at the documents while agreeing to the terms), and click to OK all the yellow boxes on the contract. We have the complete Docusign Envelope showing exactly when the customer received the agreement, when it was viewed and when it was clicked to agree to the terms. As you know, Docusign agreements are completely legal and binding in the US. On top of this, the customer still has three day right of rescission just as they would with a paper contract, to read over what they have signed and cancel if they don't agree to the terms. The email address used in the Docusign agreement for the customer was the same email address I was using this week to speak with them about a resolution.
Typically in a move situation a customer can transfer the service to a new home to keep from being billed for the remaining term of the agreement, or the new owner of the home may sign up. In the [redacted]'s case, we don't provide coverage in Arizona, and the new owners are not interested in service, so the final bill was mailed out. All of this was discussed when Mr. [redacted] called in to cancel the service on October 2nd, 2015.
Considering that the [redacted]'s have been long standing customers of our company, and in an effort to resolve the complaint, we have offered to settle the agreement for the original cost of the upgrade rather than the full balance of contract. I emailed an offering of $700 payment to close the account and have not yet received a reply from the customer.
Please let me know if you should require any copies of the agreements we have on file or the paperwork from Docusign.
Thanks in advance,
[redacted]
Customer Service Supervisor
Interface Security

To Whom It May Concern:We are very sorry to hear of Mr. [redacted]'s continued dissatisfaction with our company.  Upon our last phone call (I am the manager who spoke personally with him during his cancellation process) we ended things on a positive note and were processing his cancellation request, and keeping his business account active. Mr. [redacted] covered the majority of the exchange he had with our department earlier this month, and with his salesperson so I will refrain from repeating statements he has already made.  I will, however, offer a few thoughts in addition to his letter.  First, I would like to address the attachments he sent to you with the complaint.  The one titled "Interface Contract" is not an actual contract, instead it is a sales quote for the upgrade signed in 2013 for the backup unit installed when the customer disconnected his landline phone.  This unit is a must if there is no phone line to let the system communicate with our Secure Operations Center.  The second titled "Signed Interface Contract" is the renewal agreement that is in question, and the one that we quoted the terms to him on when he called to cancel.  [redacted] was originally signed an agreement with Interface in 2009 to have the system installed and monitored for an initial term of 60 months.  In 2013 when he dropped his landline, the new paperwork was signed with a salesperson who is no longer with the company.  His original rate was $33.95, and the additional monitoring charge of $8.95 was added in 2013 to cover the fees for the back up equipment.  If you look at the agreement signed in 2013 that the customer scanned and sent to the Revdex.com, you will see that the original amount listed for the service of $33.95 is written in above Installation Charges, and is initialed by [redacted] for "current monitoring".  Section 2 for Monthly Charges states that the additional $8.95 will be charged monthly for the back up service.  Yes, it is most definitely true that the salesperson should have added both of these amounts together and written $42.90 on the agreement.  But it is also most definitely true that the customer and the salesperson spoke about and agreed to the $8.95 as an additional price for the extra service.  I'm sure if the customer felt he was being overcharged, he would not have continued to pay such a high rate for over two years.  This issue did not come up until the customer requested to cancel, and is clearly a misprint by the salesperson.  In fact, it is clear she tried to correct this mistake, writing in the original rate and asking the customer to initial that portion as well.Secondly, I'd like to address the fact that the customer is still being billed.  We require a signature and a cancellation letter to stop the service, and we've advised the customer of this.  We have not received this letter as of yet, so we mailed out our own final letter on 6-10-16.  As soon as this comes back unclaimed (likely in the next few days) on the postal service website, we will discontinue the account as promised.  We bill out in advance and being that we spoke to the customer at the end of May, the invoice he is saying he has received was likely already in the mail when we had the conversation.  He should disregard the bill, as we are letting him out of the agreement in it's entirety.  Clearly a mistake was made on the agreement by the salesperson who wrote up the paperwork for the upgrade.  We apologize for the confusion this has caused, however we do not feel we owe Mr. [redacted] a refund for money paid over the past two years for service we provided.  Simply put, we do not have any customers with rates of only $8.95 per month.  That low of a rate would not even cover our cost to monitor the customer.  We feel by allowing him out of the agreement on the home, and not requiring moving any of the unused portion of that agreement to his business agreement, we have done our part to satisfy the customer.  We are sincerely sorry for the confusion and misinformation surrounding his renewal paperwork, and hope that he can continue to agree (as he did by phone) that this was clearly human error on the part of the salesperson.  Please let me know if you require any further information from our company.Sincerely,[redacted] Customer Service Supervisor

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 help. THERE is no need in being shocked when I have been raising this issue since 2014 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 home. My 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 noted. AFTER ALL THE EMAILS AND phone conversations you guys have not BOTHERED to reach out to see if this situation was handled at all. Now I do not want to play a game with this company I have tried contacting them several times and there has been no help. My phone # is located in the system someone can feel free to call me. BEFORE 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 <[email protected]>ToJimmy Bordelon Todd Wright Melissa Davidson Interfacesystems Customerservice Russell LyonsInterfacesys NoreplyBCCJennifer Biller [email protected] 9 at 10:39 AMGood Morning,I am reaching out to MO today since everyone is ignoring my message! Someone has to handle it and Mr. Jimmy do yourself a favor today and don't write me anything out of the way about what you thought... All 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 <[email protected]>ToJimmy Bordelon Todd Wright Melissa Davidson Interfacesystems Customerservice Russell LyonsInterfacesys NoreplyBCCJennifer Biller [email protected] 9 at 10:39 AMGood Morning,I am reaching out to MO today since everyone is ignoring my message! Someone has to handle it and Mr. Jimmy do yourself a favor today and don't write me anything out of the way about what you thought... All 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!

To Whom It May Concern:We are very sorry that the customer feels that we are being in any way dishonest about our statements to the Revdex.com.  We can assure you, however, all lines are recorded and the conversation could be pulled.  We base our responses off of representative notes in the customer's account, which of course is where the information came from about the phone line.  We ask for a letter in writing with signature as a security measure.  As you can see, the attached word file does not have a signature, so if it was sent previously it would not have been an acceptable way to cancel the service.  This information can be found in the customer's contract under Term.  In this case however, because it has gone to your firm and in an effort to settle the complaint, we will accept it without signature.  As stated previously, there would be no further payments due on the account.Thank you for your time,[redacted]Customer Care Supervisor- Interface Security

To Whom It May Concern;The [redacted]'s signed up for security monitoring service with Interface Security on 6/5/14 for an initial term of 60 months, at a rate of $50.49 per month and $329.00 down.  Upon installation, we did not receive the $329.00 down which was applied to their account as an...

open balance.  Their monthly payments automatically drawn from their checking account on file will always be applied to the customer's oldest open invoice, as was seen here with the [redacted]'s, but because the monthly rate was also accruing a balance, the account became past due.  A phone call was made on 12/24/14 to [redacted], and she advised she would make a payment.  A message was left of the account status on 1/13/15, 1/22/15, and when the mailbox was full on 2/3/15 an email was sent to the address on file for the customer, all with our billing department trying to advise of the past due.  Additional calls were made on 4/30/15 and on 5/18/15, [redacted] returned our calls.  She agreed to make a payment arrangement towards the installation fee, stating she would make a $100 payment on 5/22/15 and pay an additional $100 per month toward the past due and finance charges until the account was made current.  She ended up making her first payment of $200 instead on 6/26/15.  No other payments were made on the arrangement.On 3/3/16 our billing department left a message on the [redacted]'s voice mail, again on 4/4/16, 4/29/16, 5/23/16, 6/20/16, 7/8/16, 7/28/16, 8/22/16, 9/22/16, 10/10/16 and 11/9/16.  Finally on 11/18/16 a certified letter was sent that we would be cancelling service if the account was not caught up.  On 12/12/16 we cancelled for delinquency and placed the account with [redacted] and [redacted] Agencys [redacted].  As you know, by law two parties cannot collect on the same past due amount, so we have directed all communication with the customer toward the agency.  Should they wish to settle this or discuss the past due further, they will need to contact the agency at the number provided.In regards to the final amount the customer was billed for, it included the past due, the install amount and the balance on the 60 month agreement we have on file.  When a customer signs up for service and Interface installs a system, only a small amount is billed to the customer initially, and the rest is "financed" over time by the agreement of keeping the service for 60 months.  When a customer cancels prior to the end of their term, the penalty is the remaining balance on the agreement.  We are very sorry that we could not come to an agreement with the [redacted]'s prior to them being sent to the agency, and do hope that they make contact with C&A so a settlement can be reached.Sincerely,[redacted] - Customer Care Account ManagerInterface Security

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 2/18/2017 with past due amounts. I had paid off the account in September 2016 at an agreed amount to cancel out my last 6 months of the contract. I just received a certified letter from the postman today 2/21/2017 and called [redacted] as he was the contact on the letter. I 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 bills. If 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 fine. Interface 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.

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 2016. Attachment of letter I sent on Sept 8th 2016 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:[redacted] entered into an agreement with Interface Security to provide monitoring to her home on 3/13/09.  This was for an initial term of 60 months at a rate of $25 per month.  In her Revdex.com complaint, Ms. [redacted] claims that she only...

signed paperwork for a technician to do the work, and that she did not speak to anyone in depth about the service.  According to our sales history, the customer contacted us because she was moving into this home on Forest Dale that already had an Interface system in tact.  Our sales representative [redacted], contacted Ms. [redacted] and surveyed the home.  He found that she would be in need of additional contacts that had been taken down by the previous homeowner, he had her sign the agreement for service including a three day right of rescission policy, and he scheduled a technician to come out and complete the work.  In March 2014 our renewal specialist contacted Ms. [redacted] to discuss the upcoming expiration of her agreement and to offer her 2 months free for locking in that same low rate through March 2017.  We mailed her the copy of this agreement and she took advantage of the promotional offer, signed and mailed it back.  Per our accounting notes, when Ms. [redacted] called to cancel the service in June 2016 because she was moving out and her son was going to be moving in, we advised her that a signed letter was needed to stop the service for security purposes and that if her son did not sign up, that her agreement ran through March 2017 due to the addendum she agreed to in March 2014.  The bill she has received for $223.17 is for the remainder of the term she agreed to in 2014 because her son did not sign up.  This bill has not been forwarded to any outside collection entities at this time.We at Interface are in the business of saving lives and protecting property.  We in no way desire to take advantage of our customers and hate to hear that Ms. [redacted] feels she was not treated fairly thus far.  It's clear from the information we've provided above that we have done our part in ensuring that Ms. [redacted] understood what she was signing up for on more than one occasion.  We've also given her a way to avoid the final bill with a new owner signing up.  We will contact her personally to discuss negotiate the final payment with her.  Thanks in advance,[redacted] Customer Service SupervisorInterface Security

To Whom It May Concern:[redacted] entered into a 60 month agreement with Interface Security to provide protection for her property at [redacted] on September 28th, 2015.  We installed approximately $1200 worth of security devices for an initial investment of $99 down in exchange for...

the agreement, as is typical practice for the alarm industry to make the upfront start up of security affordable to the consumer.  We have a signed agreement on file as well as a cancellation notice, explaining to the customer that they had three days right of rescission to opt out of they were not happy with the term.  We first heard from Ms. [redacted] in Customer Care in June 2016 after she was having trouble with the system in her garage.  A technician responded twice and ultimately found that there was an issue with the wiring near the garage door.  The problem was corrected and the representative offered her a credit for her trouble.  She called back again at the beginning of July to cancel her auto draft, stating that she did not sign up for the service.  We would have needed a voided check and a sign up sheet to start this service so there must have been some confusion over these forms.  We heard from Mr. [redacted] again towards the end of July as he was interested in adding cameras to the system but felt that it cost too much to add them via Interface and wanted to go elsewhere for the service.  We explained the agreement to Mr. [redacted] at that time and offered sales again to negotiate.  He ended the call, but Ms. [redacted] contacted us again in early August stating she wanted to speak with a sales manager as she was not happy with her original representative.  We put her in touch with the sales manager at that time and have received no further information on the Customer Care Team from the customer.We would sincerely hate to see Ms. [redacted] cancel service with our company over an issue that we have not had the opportunity to tackle.  We would like to encourage the customer to call our Customer Care Center directly for assistance at 1-[redacted] so that we can try to recover the relationship and explore any issues she may be having.Thanks in advance,[redacted] Customer Service Supervisor - Interface Security

Initial Business Response /* (1000, 7, 2015/11/06) */
To Whom It May Concern:
This complaint has already been handled with the customer and a settlement has been agreed upon. We are currently awaiting the customer's letter and final payment.
[redacted] signed for security service in 2001...

with a company called CSSI. A few years later CSSI became a part of Interface Security, and we have protected the customer since that point. In 2011 the customer disconnected their phone line and went to cell phones or a internet based phone solution. The old alarm panel in the home would not work without the phone line so the customer choose to upgrade at low cost in exchange for renewing their agreement. The customer contacted us again this year to cancel the service as they had chosen to go with a competitor. We offered to match the deal given but the customer declined, so we advised that the term they signed in 2011 did not end until 2016.
We have since spoken with the customer and offered to split the final bill, which they have agreed to do in an effort to resolve this complaint.
Thanks in advance,
[redacted]
Customer Service Supervisor
Interface Security

This has been addressed and no further communication is desired.

To Whom It May Concern,I spoke personally with [redacted] and we were able to solve all of his issues.  He did indeed enter into a renewal term to have a cellular communicator installed on his alarm system and the paperwork he signed with sales at the time was correct and binding. ...

However, after the situation was escalated to management we were able to come to an agreement.  [redacted] has been a good paying customer at two locations for several years, and he is moving.  We are understanding of our customer's personal commitments and [redacted] has been loyal for many years.  He is keeping his service at his business and he is recommending us to the new homeowners in his old home.  For that, we are letting him out of his home agreement in it's entirety and the customer is satisfied. Thanks in advance,[redacted]Customer Service Supervisor / Interface Security