Intruder Alert Systems Of San Antonio Inc

A copy of the contract that Mrs*** signed isattached. Please not the following inthe contract:III.B. Breach ofcontract termsIII.C. Interruptionof phone serviceIII.O. Ownership ofequipmentFirst lets start with the email (attached) wherein Mrs.*** states:"That alarm
isn't currently hooked to a phone line, I'm pricing cheap phone line optionsfor it(I disconnected the trio modem, cable phone when I moved)I will give a call whenit's fully operational againMany thanks for your help." (see attached copy of email)This direct quote from her email implies that she wants tocontinue monitoring service at the ***location. There is NO mention oftermination of the contract. Please notethat the contract requires WRITTEN notification of termination and we have notreceived any written notification of termination. If Mrs***’s intent was to terminate atsome point, she failed to do so and Intruder Alert is not responsible for hererror or omission.Additionally, the alarm equipment (all of it) remains theproperty of Intruder Alert Systems (see contract item III.O). Upon termination of the contract (which wasnever received) Intruder Alert Systems MUST be allowed to recover ourequipment. If the company is not allowedto recover our equipment the homeowner may be guilty of the criminal offense ofconversion (a form of theft - converting one entities property to anotherwithout legal authority).There is not a provision in our contract for refunds basedon a customer not following the terms of the contract. Additionally, the value of the equipment thatwas converted to Mrs***’s personal property would be approximately$plus tax.Mrs*** makes a material mis-statement in her comments,her monthly monitoring fee is $32.42, and not $35.00, thus affecting herdisputed amount. Please keep in mindthat since Mrs*** never provided a termination letter we left her accountopen in our central station (which incurs costs to Intruder Alert Systems) in anticipationof her obtaining a phone line as she states in her email. On this basis alone we would not be able torefund any money as our company incurred expenses on behalf of her account.Therefore, it is our position that no refund is due to thecustomer, Mrs*** has violated the terms of the contract and additionallyhas converted equipment owned by Intruder Alert Systems to her personalproperty (a potential criminal offense). We are truly sorry that Mrs*** failed to properlyhonor the terms of the contract. If Mrs.*** will submit a termination letter effective now, we can close heraccount. We will apply the funds thatshe has paid towards the payoff of the equipment that was converted to herpersonal property and consider the matter closed. As part of this negotiated settlement, Mrs.*** would have to agree that she would not disparage Intruder Alert Systemsin any social media or public forum

Here is yet another incident of a customer not
wanting to honor their contract. Here are the facts- there is a valid contract
in force.  The customer even acknowledged
on the phone that the contract exists (see attached copy) and that she was
aware of the renewal clause (all calls are...

recorded so this evidence is
available if necessary).This is a case of a valid contract that should be
enforced based on the fact that the customer made or wants to make unilateral
changes to their phone and / or security service without honoring the contract.
 We expect the contract to be honored.The Revdex.com
should understand the contractual obligations of the customer and expect
customers to honor the terms of that contract.

Complaint: [redacted]
I am rejecting this response because:
First, there is no attempt by the business to resolve this complaint. Second, the business owner lied in his response: I was not aware of the renewal policy until they sent me the copy of the 14 year old contract on November 5th. His purported voicemail will show this. Until they provided a copy of the 14 year old contract, I was only aware of the original 24 month terms as circled in the copy of the contract that I received on November 5th. Any reasonable business owner with even a shred of integrity would honor a cancelation request from a long standing customer who paid every bill on time - every single one of the 168 payments made over 14 years. Obviously, had I been aware of the non-transparent and unreasonable terms, I would have requested the cancelation prior to October 18th. One would think that an ethical business would inform their customers when an automatic renewal had been executed. This business had 7 opportunities to provide that information over the 14 years and chose not to. Clearly, based on the number of complaints shown fior this business with the Revdex.com, they make a practice of deception. I again request that the nudists honor my request for cancelation with no further billing.
Regards,
[redacted]

I am not sure who the "nudists" are in this persons response!!!!Ms. [redacted] was given a copy of the contract at the time of signing.  If she failed to read it that is her fault.  Bottom line - this is a valid and enforceable contract that should be honored.  We have allowed Ms. [redacted] to terminate at the next 12 month renewal time rather than holding her to another 24 months.  I am truly sorry that Ms. [redacted] failed to maintain a copy of the contract that she signed and was given a copy of at that time.  Bottom line - Ms. [redacted] wants to change providers and believes that she is above the law when it comes to contracts.  This is a valid and enforceable contract and Ms. [redacted] should simply honor the terms and change providers when you contract expires, or pay off the contract if she desires to change providers now.  Either way - the ethical solution is to honor the contact and not simply feel that she is above the law and not required to follow the terms of the contract that she signed.  She only has to pay through 10/1/2016 which is only $320.87.  A copy of the contract has already been provided.  Once again, the
Revdex.com should understand the contractual obligations of the customer and expect
customers to honor the terms of that contract.

Complaint: [redacted]
I am rejecting this response because:1.   Notice was given to the company of our intent to transfer the contract to my new address both in writing, over the phone, and to the technical representative who set it up in my new house.  The alarm system was maintained for a short time while it was vacant, and before it was sold. This was referenced in the quote which was shared in the respondents message.  Subsequently, we cancelled the service since we sold the house.  2.   The company had ample time and opportunity to remove the system at the [redacted] house. I in no way barred them from retrieving the equipment. My husband said he could go unlock the house at their convenience since he worked  from home.  In fact, he offered to even do it on the spot. However, their representative told us that the company would often leave the system because it costs more to remove it than its worth.   There is a  witness to this conversation.  3. In addition, the value of the system was overstated. When I set up the system with Intruder Alert, most of the equipment was already in place from the previous residents, the Klawitters. They would testify to this. What was added included one sensor for the hallway and a new sensor to replace one that was malfunctioning on one of the doors or windows.  The parts which were replaced have since depreciated over many years.  In addition, and as stated, the company neglected to collect their old parts, even though they had opportunity to do so.  According to the technician, this was common practice. 4.  Double-billing occurred despite my calling to ask if the account would be transferable, a written notice, and discussion with the representative who clearly understood our intent. 5.      We received no service for which we were charged.  We didn't even own the house anymore.  6.  A letter was recently sent by certified mail with our intent to immediately cancel our service at the still brook house.  Intruder Alert breached their agreement by fraudulently billing us for years, and failing to remedy the situation.A counter-offer is proposed as such:1.  Intruder Alert agrees to reimburse us for  1 year of service which we didn't receive.  ($32*12months) = $3842.  All parties agree that all accounts are thus settled, and no property or money is owed by either party.  
Regards,
[redacted]

Mr. [redacted] still does not understand that WE do not control his internet, HE does.  When he makes changes to his internet service, connection to the alarm panel is lost and must be re-routed.  If Mr. [redacted] has an internet service that constantly changes his IP address (called a dynamic IP address) this is NOT our fault.  Static (non changing) IP addresses are available, or Mr. [redacted] can pay for a DDNS service which re-routes any connection to his dynamic address.  Again, this is NOT under the control of Intruder Alert Systems in any way.  To make us pay a technician to constantly change his connection due to dynamic addressing is unrealistic.  If Mr. [redacted] were to Google how to change the app address he would find it quite simple.  We would also be more than happy to tell Mr. [redacted] how he can accomplish this.  Additionally, the only way to control a thermostat is to buy a compatible thermostat.  Just makes sense.  When CPS puts in a remotely accessible thermostat, they change the existing thermostat to their unit.  If Mr. [redacted] had purchased a thermostat, and had proper internet connectivity, he would be able to change his thermostat.  In fact, the thermostat is listed as a separate item on the order form.  I have again attached a copy of the 24 MONTH contract that is properly initialed and signed by BOTH parties (not just Mr. [redacted]), which constitutes a true and correct contract copy.We respectfully request that the Revdex.com understand the terms of the contract, and additionally understand the limitations of Internet service, and dismiss this claim in favor of Intruder Alert Systems.

Here is yet another incident of a customer not wanting to honor their contract.  Here are the facts:  first, the contract is dependent on the CUSTOMER providing acceptable phone service.  Nowhere does the contract state that if the customer decides to change their type of phone...

service that Intruder Alert Systems is responsible for replacing the equipment at not cost.  Second, the home builder paid for the installation of their system.  Third, it is the responsibility of the customer (per the contract) to test the system and make sure it is communicating, not the company.  Fourth, several times each year we put a notice in with the customers statement warning them of phone line changes and that they should test their system if they make such changes.  Even for customers who have auto-pay, we send out email messages with this information on a regular basis.  If the customer fails to heed such warnings it is not our fault.  As an analogy - just as with a leased car, if you decide not to drive it you still owe the monthly fee for the remainder of the term, if you stop using your cell phone, you still owe for the remainder of the contract term.  Our central station costs us a great deal of money to operate, and the [redacted] account was ready and waiting for signals.  How were we to know that they decided to change phone services and failed to follow contractual instructions and test their system regularly?  This is a case of a valid contract that should be enforced based on the fact that the customer made unilateral changes to their phone service without notifying the company.  We expect the contract to be honored.The Revdex.com should understand the contractual obligations of the customer and expect customers to honor the terms of that contract.

Complaint: [redacted]
I am objecting and responding because:I will let you, Revdex.com, be the judge of this by reviewing my copy of the contract, and to offer it for a review if requested. This has been nothing but one misleading and fraudulent action by this company.From the beginning, this salesman, [redacted], sold me on a controller panel that I could access via internet with an app. It's been eight months and I have not been able to access my panel from the internet. Technicians told me I had to set up an private IP address; something I don't understand and it should have been explained at the time of the sale or set up as promised. Today I can only use this app on my home network. Wow what a Rip OffA am attaching my copy of the work order (first page) in which I was lead to believe as a consumer this. It was also mentioned by the sales person I could control my thermostat. Needless to say, when I inquired about this, I was told I needed to buy an additional panel. Of course!I don't have the need to be altering contracts to avoid paying a bill. When I was informed of the charge to make this app work only in my home, I then decided I had enough of this company.
Regards,
[redacted]

Mr. [redacted] seems to have a copy of the contract where the page in question has no initials from our company representative, and the initials on the document regarding the change in terms is different from the initials on other pages.  The ONLY copy that we have, which is the original (and is...

attached) shows 24 months.  As mentioned to Mr. [redacted] we ONLY will offer a 12 month contract with an increase in the monthly fee of $10 per month plus tax.  Additionally, Mr. [redacted] is past due on a payment for a service call to his home when he changed internet provider and his system had to be re-programmed accordingly.  Mr. [redacted] thinks that the service call should be free, but the choice to change internet providers was HIS choice, not ours.  We have offered Mr. [redacted] the option of paying what he would have been charged for the 12 month term contract ($10 per month plus tax or $120 for the year plus tax) and he MUST pay his past due amount (now 90 days old), and we will terminate his contract.  This is MORE than fair.  This is simply a case of Mr. [redacted] wanting to not pay his bill, and change the terms of the contract after the fact.  The attached is a valid contract and the Revdex.com should understand that fact and ask that Mr. [redacted] honor his contractual obligations.