[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had no intention of entering into another year agreement with Allied I did not initiate the service callAllied called me and as you can see on the contract the purpose of the call was to change the account number so that the automatic withdrawals could continue as I stated before in my initial complaintThe representative that came to my house did not mention that I was entering into another contractI can see that it says that on the contract but I did not read it as carefully as I should haveUnfortunately I had trust in the representative and Allied that I was just complying with their request to update my account I should not have to pay the remainder of this balanceIt is dishonest to conduct business this wayI do not have a system that the monitoring can be transferred toAnd if I did I would not used Allied as they have shown that they will trick you into signing a contract rather than explain the real reason they have come to your home
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Although I respectfully disagree with your submitted complaint, it is my intent to treat you fairly or more than fairly Ms***, you are released from the contract balance and the collection process has been cancelled. I am sorry for any frustration or inconvenience this misunderstanding may have caused you Sincerely James N***
Attn: Ms *** *** Trade Practice ConsultantRE: Revdex.com Complaint Number ***, ** *** Two Attachments: Allied Security Agreement and Work OrderIt is not unusual for people to be surprised, disappointed and/or angry when they learn they have an
active agreement when the cancellation process is initiatedHistorically, after sending a copy of the signed agreement (see attached) to the client, thereby bringing the existence of a agreement into their awareness at the beginning of the cancellation process, Allied is usually able to come to some mutual resolution For example, if the client was relocating, the services would be transferred to the new location If, as in this situation, the client unilaterally stops scheduled payments as per the agreement, then the various contractual collections efforts are initiated as outlined in the signed agreement(attached) Allied's agreement reflects the standard alarm industry agreement terms & collection provisions. In October 2014, Allied was upgrading monitoring services by switching to an "owned line" from a "shared line" or receiver Also at this time, due to liability insurance company requirements that all Allied clients be under agreement to maintain validity of liability insurance coverage/policy combined with somewhat recent changes in New Mexico law preventing the automatic renewal of residential agreements, made re-signing of new agreements appropriate Previously, the residential agreements would renew automatically for a defined term, making re-signing unnecessary & irrelevant In the residential alarm business direct costs are often amortized or factored into the monthly reoccurring service fees For example, in this situation the service call and battery replacement are complimentary although Allied did incur direct & indirect costs One reason there is no charge is that the monthly fees are being counted on for the duration of the signed agreement Specifically, addressing the written concerns in Revdex.com complaint: A written form is not utilized by Allied or required to authorize auto payments for scheduled reoccurring invoices. The Allied agreement that Ms*** signed is a double sided, legal size form, that appears like a legal document signifying more than simply a permission slip Please see attached Ms*** indicated she signed this agreement in person Ms*** had been paying her monthly Allied invoices via auto withdrawal prior to the October service call; there was no change in monthly fees or payment procedures The attached signed document does not refer to or indicate anything to do with "automatic withdrawal". One Proposed Outcome for Ms***'s review: Allied will transfer your alarm service at no charge to another location within Dona Ana county with your agreement expiring as scheduled No new agreement; no charge. If this Proposal is inappropriate or unacceptable, if I am notified, another resolution Proposal will be generated for your review. In closing, as the owner of Allied, it is my intention to resolve this issue fairly.Prepared & Submitted byJames N***
This message is in regards to complaint ID *** filed on 10/4/2017 10/25/17 I disagree with the company's statement that the alarm works As we have told the company (to include invoicing company) the alarm would never set and would continuously go off no matter how many times I would try to disarm. Mr*** disagrees that the alarm works & discounted the earlier submitted proof (CMS monitoring event history report) of alarm operation The straight information is: the alarm is operable In addition, Mr*** has denied & continues to deny ALLIED access to inspect, maintain &/or repair the alarm system How does that work? Someone claims something is not working, ALLIED has submitted proof it is operable, and ALLIED is denied access to inspect or verify these claims. I had to go as far as unplugging the system because it would not stop going off no matter how many times I tried to disarm. There is no record or indication in the CMS alarm monitoring report to indicate a loss of power, i.e., un-plugged As of October 20, 2017, the subject alarm system is powered & reporting normally & consistently without any trouble signals. This was explained to the company and their technicians were never able to resolve ALLIED has never been allowed to inspect or service the alarm system in order to attempt to resolve any problems or perform maintenance With the Service & Repair feature there is no charge for any service. We didn't ask for the new installed system The company told us that they were upgrading their system and it would not work with the older system Granted, my wife signed the new contract I was not present for the agreement consummation Your wife negotiated a very good deal No doubt about it. but Allied was under contract to provide an operational system which they have been unable to perform So much information that ALIIED has provided in this correspondence has to be discarded or discounted or disregarded in order to make such an erroneous statement It is simply not true It is a distortion of reality being put forward by Mr*** for unknown purposes.By October 2017, we were done paying for a system that had not worked in over a year and was cancelling our contract due to default on part of Allied's inability to repair the alarm. ALLIED has never had an opportunity to inspect or service or repair the alarm system. As indicated in the alarm history, there are multiple alarms that kept occurring even though the alarm was never set. Impossible; unsupported by documentation, Again, another misrepresentation or misunderstanding There have been no Alarms.I had to request the alarm in test to prevent the alarm from continuing to go off at the house It appears the owner or others have tampered with the alarm system; sending in tamper signals.This was explained to the company but they made no attempt to repair Again, simply not true ALLIED has been denied access to inspect, maintain &/or repair the alarm system.I stand by my request for a refund No refund will be forthcoming To avoid further &/or future collection efforts &/or consequences adhere to the agreed upon contract provisions The contract (attached) expires February 25th 2018; provide written notice days prior to cancel alarm services.Allied was paid for a service that they were unable to provide for over a year Not true; services were provided & are being provided as of October 20, 2017, as documented Allied was given multiple opportunities to rectify the situation which they failed to do Not true; ALLIED was denied and is being denied access &/or opportunities to inspect, maintain &/or repair the alarm system ALLIED was never given the opportunity to inspect, test, maintain and/or repair the alarm system. Allied owes me a refund for one-year for default of the contract Mr*** has defaulted or has contemplated defaulting on his contract ALLIED has fulfilled their agreement to date within the existing parameters of the situation; and is willing to continue fulfill the agreement currently ALLIED has not defaulted on any contractual obligations ALLIED has fulfilled its agreement along with Mr*** denying ALLIED access to inspect, maintain or repair the alarm system.ALLIED does not agree with most of what Mr*** has presented or requested as fact; and that includes, the refund request No refund. Mr*** is owed nothing by ALLIED; in fact, his name is not on the signed Contract
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it...
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am forwarding this information to my accountant to calculate the monitoring refund with the intent of refunding the Complaint for one month monitoring.
The documentation provided by Allied does not demonstrate that the alarm works. As we have indicated multiple times the alarm will not arm and just continues to go off at random times. The alarm control panel does not respond to any commands. The only way to stop the loud, high pitched alarm from going off, is to unplug the system.We have requested a repair of this system multiple times. Every time we are promised a call and an appointment set up from the technician, but nobody ever calls. We had the system fixed once and worked for less then a week. This was the only time in over a year that the system worked. We had the company call us only after our complaint with the Revdex.com to have a technician come and work on the system. At this point they had already agreed to let us out of the contract, so it didn't make since to have them come work on it.As Allied pointed out, we had negotiated a great deal on our service. This may be true, but it didn't work for over a year. I'm not sure if paying for a service in which we are unable to use is a very good deal at all. We paid for a service and requested multiple times for a repair of our service panel. Allied didn't follow through with their part of the contract. Thank You for the assistance. We hope this helps Allied give better business in the future. We had recommended them to many friends and family when we first signed with them. We only hope that they receive better service then we did.Thank You[redacted] and [redacted]
Complaint: [redacted]
I am rejecting this response because:I disagree with the company's statement that the alarm works. As we have told the company (to include invoicing company) the alarm would never set and would continuously go off no matter how many times I would try to disarm. I had to go as far as unplugging the system because it would not stop going off no matter how many times I tried to disarm. This was explained to the company and their technicians were never able to resolve. We didn't ask for the new installed system. The company told us that they were upgrading their system and it would not work with the older system. Granted, my wife signed the new contract but Allied was under contract to provide an operational system which they have been unable to perform.By October 2017, we were done paying for a system that had not worked in over a year and was cancelling our contract due to default on part of Allied's inability to repair the alarm. As indicated in the alarm history, there are multiple false alarms that kept occurring even though the alarm was never set. I had to request the alarm in test to prevent the alarm from continuing to go off at the house. This was explained to the company but they made no attempt to repair.I stand by my request for a refund. Allied was paid for a service that they were unable to provide for over a year. Allied was given multiple opportunities to rectify the situation which they failed to do. Allied owes me a refund for one-year for default of the contract.
Regards,
[redacted] [redacted]
This message is in regards to complaint ID [redacted] filed on 10/4/2017. October 19, 2017 [redacted] Dispute Resolution...
Specialist Ms. [redacted], I am going to address the Mr. [redacted] complaint in detail and provide the information my company, ALLIED BURGLAR & FIRE ALARMS, INC. (AB&FA), has and is working with; in addition this message contains two (2) attachments: Contract and Alarm Event History. [redacted] COMPLAINT: "We are under contract with Allied to provide services." True. ATTACHED. Mr. [redacted] signed a new three agreement on February 27, 2015. The contract notes that some old, antiquated product, i.e., Honeywell Lynx 2G is being removed & replaced with a new, current Honeywell Lynx along with a 4G Honeywell Digital Communicator at [redacted]No Charge[redacted]. Also, note lack of Sales &/or Installation Charges on Contract. So Mr. [redacted] receives brand new, installed, state of the art Honeywell Burglar alarm components without any expense on his part. Technically & actually, Mr. [redacted] made a very good deal for himself; it was a good deal then and a better deal now. If Mr. [redacted] had opted to pay the $680 + tax to have the same components installed, his monthly would not have changed; the term of his Contract would have less, One Year or perhaps Month to Month. In this situation, Mr. [redacted] received the alarm system for "free" since he was willing to commit to being an AB&FA client for three years. And the costs, $680 + NM tax, were amortized into the three year term. In addition, the notation, SERVICE & REPAIR INCLUDED, indicates that Mr. [redacted] never has to pay for a service call; all service & repair for his AB&FA alarm system at 2010 Arlington are included in the monthly fees. "The alarm system has not worked in over a year even after numerous attempts to the company to rectify the situation." Not true. As part of our service to our clients, all AB&FA alarm systems call in weekly, outside the clients awareness, to confirm operation and status. The [redacted] alarm event history for the period of January 1, 2017 through October 13, 2017, is ATTACHED. The CMS Monitoring Station Report indicates that the alarm is functioning normally & consistently; and calls in every Friday, at 941am, Timer Test. The ATTACHED Monitoring Station Report cannot & does not indicate whether the alarm system has been activated or utilized. "We even spoke with the owner of the company but he made no effort to address the issue." Not true; as recently as October 10, 2017, Mr. David Diaz, AB&FA Manager, spoke with Mr. [redacted], attempting to schedule an on site Service Call, at no charge, to check out the alarm system & resolve earlier accusations, i.e., alarm not working. Mr. [redacted] refused saying he was cancelling. "The company continues to send us bills even though we continue to inform the company that the system does not work." True; monthly invoices are being generated & submitted for alarm services received. Again, the ATTACHED CMS Monitoring Report indicates the [redacted] alarm is operating normally & consistently. Desired Settlement: Refund Not possible when component &/or labor installation costs are deferred and amortized into the contractual time period.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I had no intention of entering into another year agreement with Allied I did not initiate the service callAllied called me and as you can see on the contract the purpose of the call was to change the account number so that the automatic withdrawals could continue as I stated before in my initial complaintThe representative that came to my house did not mention that I was entering into another contractI can see that it says that on the contract but I did not read it as carefully as I should haveUnfortunately I had trust in the representative and Allied that I was just complying with their request to update my account I should not have to pay the remainder of this balanceIt is dishonest to conduct business this wayI do not have a system that the monitoring can be transferred toAnd if I did I would not used Allied as they have shown that they will trick you into signing a contract rather than explain the real reason they have come to your home
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Although I respectfully disagree with your submitted complaint, it is my intent to treat you fairly or more than fairly Ms***, you are released from the contract balance and the collection process has been cancelled. I am sorry for any frustration or inconvenience this misunderstanding may have caused you Sincerely James N***
Attn: Ms *** *** Trade Practice ConsultantRE: Revdex.com Complaint Number ***, ** *** Two Attachments: Allied Security Agreement and Work OrderIt is not unusual for people to be surprised, disappointed and/or angry when they learn they have an
active agreement when the cancellation process is initiatedHistorically, after sending a copy of the signed agreement (see attached) to the client, thereby bringing the existence of a agreement into their awareness at the beginning of the cancellation process, Allied is usually able to come to some mutual resolution For example, if the client was relocating, the services would be transferred to the new location If, as in this situation, the client unilaterally stops scheduled payments as per the agreement, then the various contractual collections efforts are initiated as outlined in the signed agreement(attached) Allied's agreement reflects the standard alarm industry agreement terms & collection provisions. In October 2014, Allied was upgrading monitoring services by switching to an "owned line" from a "shared line" or receiver Also at this time, due to liability insurance company requirements that all Allied clients be under agreement to maintain validity of liability insurance coverage/policy combined with somewhat recent changes in New Mexico law preventing the automatic renewal of residential agreements, made re-signing of new agreements appropriate Previously, the residential agreements would renew automatically for a defined term, making re-signing unnecessary & irrelevant In the residential alarm business direct costs are often amortized or factored into the monthly reoccurring service fees For example, in this situation the service call and battery replacement are complimentary although Allied did incur direct & indirect costs One reason there is no charge is that the monthly fees are being counted on for the duration of the signed agreement Specifically, addressing the written concerns in Revdex.com complaint: A written form is not utilized by Allied or required to authorize auto payments for scheduled reoccurring invoices. The Allied agreement that Ms*** signed is a double sided, legal size form, that appears like a legal document signifying more than simply a permission slip Please see attached Ms*** indicated she signed this agreement in person Ms*** had been paying her monthly Allied invoices via auto withdrawal prior to the October service call; there was no change in monthly fees or payment procedures The attached signed document does not refer to or indicate anything to do with "automatic withdrawal". One Proposed Outcome for Ms***'s review: Allied will transfer your alarm service at no charge to another location within Dona Ana county with your agreement expiring as scheduled No new agreement; no charge. If this Proposal is inappropriate or unacceptable, if I am notified, another resolution Proposal will be generated for your review. In closing, as the owner of Allied, it is my intention to resolve this issue fairly.Prepared & Submitted byJames N***
This message is in regards to complaint ID *** filed on 10/4/2017 10/25/17 I disagree with the company's statement that the alarm works As we have told the company (to include invoicing company) the alarm would never set and would continuously go off no matter how many times I would try to disarm. Mr*** disagrees that the alarm works & discounted the earlier submitted proof (CMS monitoring event history report) of alarm operation The straight information is: the alarm is operable In addition, Mr*** has denied & continues to deny ALLIED access to inspect, maintain &/or repair the alarm system How does that work? Someone claims something is not working, ALLIED has submitted proof it is operable, and ALLIED is denied access to inspect or verify these claims. I had to go as far as unplugging the system because it would not stop going off no matter how many times I tried to disarm. There is no record or indication in the CMS alarm monitoring report to indicate a loss of power, i.e., un-plugged As of October 20, 2017, the subject alarm system is powered & reporting normally & consistently without any trouble signals. This was explained to the company and their technicians were never able to resolve ALLIED has never been allowed to inspect or service the alarm system in order to attempt to resolve any problems or perform maintenance With the Service & Repair feature there is no charge for any service. We didn't ask for the new installed system The company told us that they were upgrading their system and it would not work with the older system Granted, my wife signed the new contract I was not present for the agreement consummation Your wife negotiated a very good deal No doubt about it. but Allied was under contract to provide an operational system which they have been unable to perform So much information that ALIIED has provided in this correspondence has to be discarded or discounted or disregarded in order to make such an erroneous statement It is simply not true It is a distortion of reality being put forward by Mr*** for unknown purposes.By October 2017, we were done paying for a system that had not worked in over a year and was cancelling our contract due to default on part of Allied's inability to repair the alarm. ALLIED has never had an opportunity to inspect or service or repair the alarm system. As indicated in the alarm history, there are multiple alarms that kept occurring even though the alarm was never set. Impossible; unsupported by documentation, Again, another misrepresentation or misunderstanding There have been no Alarms.I had to request the alarm in test to prevent the alarm from continuing to go off at the house It appears the owner or others have tampered with the alarm system; sending in tamper signals.This was explained to the company but they made no attempt to repair Again, simply not true ALLIED has been denied access to inspect, maintain &/or repair the alarm system.I stand by my request for a refund No refund will be forthcoming To avoid further &/or future collection efforts &/or consequences adhere to the agreed upon contract provisions The contract (attached) expires February 25th 2018; provide written notice days prior to cancel alarm services.Allied was paid for a service that they were unable to provide for over a year Not true; services were provided & are being provided as of October 20, 2017, as documented Allied was given multiple opportunities to rectify the situation which they failed to do Not true; ALLIED was denied and is being denied access &/or opportunities to inspect, maintain &/or repair the alarm system ALLIED was never given the opportunity to inspect, test, maintain and/or repair the alarm system. Allied owes me a refund for one-year for default of the contract Mr*** has defaulted or has contemplated defaulting on his contract ALLIED has fulfilled their agreement to date within the existing parameters of the situation; and is willing to continue fulfill the agreement currently ALLIED has not defaulted on any contractual obligations ALLIED has fulfilled its agreement along with Mr*** denying ALLIED access to inspect, maintain or repair the alarm system.ALLIED does not agree with most of what Mr*** has presented or requested as fact; and that includes, the refund request No refund. Mr*** is owed nothing by ALLIED; in fact, his name is not on the signed Contract
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it...
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am forwarding this information to my accountant to calculate the monitoring refund with the intent of refunding the Complaint for one month monitoring.
The documentation provided by Allied does not demonstrate that the alarm works. As we have indicated multiple times the alarm will not arm and just continues to go off at random times. The alarm control panel does not respond to any commands. The only way to stop the loud, high pitched alarm from going off, is to unplug the system.We have requested a repair of this system multiple times. Every time we are promised a call and an appointment set up from the technician, but nobody ever calls. We had the system fixed once and worked for less then a week. This was the only time in over a year that the system worked. We had the company call us only after our complaint with the Revdex.com to have a technician come and work on the system. At this point they had already agreed to let us out of the contract, so it didn't make since to have them come work on it.As Allied pointed out, we had negotiated a great deal on our service. This may be true, but it didn't work for over a year. I'm not sure if paying for a service in which we are unable to use is a very good deal at all. We paid for a service and requested multiple times for a repair of our service panel. Allied didn't follow through with their part of the contract. Thank You for the assistance. We hope this helps Allied give better business in the future. We had recommended them to many friends and family when we first signed with them. We only hope that they receive better service then we did.Thank You[redacted] and [redacted]
Complaint: [redacted]
I am rejecting this response because:I disagree with the company's statement that the alarm works. As we have told the company (to include invoicing company) the alarm would never set and would continuously go off no matter how many times I would try to disarm. I had to go as far as unplugging the system because it would not stop going off no matter how many times I tried to disarm. This was explained to the company and their technicians were never able to resolve. We didn't ask for the new installed system. The company told us that they were upgrading their system and it would not work with the older system. Granted, my wife signed the new contract but Allied was under contract to provide an operational system which they have been unable to perform.By October 2017, we were done paying for a system that had not worked in over a year and was cancelling our contract due to default on part of Allied's inability to repair the alarm. As indicated in the alarm history, there are multiple false alarms that kept occurring even though the alarm was never set. I had to request the alarm in test to prevent the alarm from continuing to go off at the house. This was explained to the company but they made no attempt to repair.I stand by my request for a refund. Allied was paid for a service that they were unable to provide for over a year. Allied was given multiple opportunities to rectify the situation which they failed to do. Allied owes me a refund for one-year for default of the contract.
Regards,
[redacted] [redacted]
This message is in regards to complaint ID [redacted] filed on 10/4/2017. October 19, 2017 [redacted] Dispute Resolution...
Specialist Ms. [redacted], I am going to address the Mr. [redacted] complaint in detail and provide the information my company, ALLIED BURGLAR & FIRE ALARMS, INC. (AB&FA), has and is working with; in addition this message contains two (2) attachments: Contract and Alarm Event History. [redacted] COMPLAINT: "We are under contract with Allied to provide services." True. ATTACHED. Mr. [redacted] signed a new three agreement on February 27, 2015. The contract notes that some old, antiquated product, i.e., Honeywell Lynx 2G is being removed & replaced with a new, current Honeywell Lynx along with a 4G Honeywell Digital Communicator at [redacted]No Charge[redacted]. Also, note lack of Sales &/or Installation Charges on Contract. So Mr. [redacted] receives brand new, installed, state of the art Honeywell Burglar alarm components without any expense on his part. Technically & actually, Mr. [redacted] made a very good deal for himself; it was a good deal then and a better deal now. If Mr. [redacted] had opted to pay the $680 + tax to have the same components installed, his monthly would not have changed; the term of his Contract would have less, One Year or perhaps Month to Month. In this situation, Mr. [redacted] received the alarm system for "free" since he was willing to commit to being an AB&FA client for three years. And the costs, $680 + NM tax, were amortized into the three year term. In addition, the notation, SERVICE & REPAIR INCLUDED, indicates that Mr. [redacted] never has to pay for a service call; all service & repair for his AB&FA alarm system at 2010 Arlington are included in the monthly fees. "The alarm system has not worked in over a year even after numerous attempts to the company to rectify the situation." Not true. As part of our service to our clients, all AB&FA alarm systems call in weekly, outside the clients awareness, to confirm operation and status. The [redacted] alarm event history for the period of January 1, 2017 through October 13, 2017, is ATTACHED. The CMS Monitoring Station Report indicates that the alarm is functioning normally & consistently; and calls in every Friday, at 941am, Timer Test. The ATTACHED Monitoring Station Report cannot & does not indicate whether the alarm system has been activated or utilized. "We even spoke with the owner of the company but he made no effort to address the issue." Not true; as recently as October 10, 2017, Mr. David Diaz, AB&FA Manager, spoke with Mr. [redacted], attempting to schedule an on site Service Call, at no charge, to check out the alarm system & resolve earlier accusations, i.e., alarm not working. Mr. [redacted] refused saying he was cancelling. "The company continues to send us bills even though we continue to inform the company that the system does not work." True; monthly invoices are being generated & submitted for alarm services received. Again, the ATTACHED CMS Monitoring Report indicates the [redacted] alarm is operating normally & consistently. Desired Settlement: Refund Not possible when component &/or labor installation costs are deferred and amortized into the contractual time period.