Guardian Alarm, along with ***, had mailed a letter to all of our customers notifying them of the acquisition back in December My apologies that you had not received your copy of the letter, which we found was due to an incorrect billing address We had received notice to cancel the account but had not processed that request until after the April billing had been mailed Due to theses circumstances, Guardian Alarm will waive the balance due on the contract Please accept our apologies for all the inconvenience
It is our understanding that our customer has retained an attorney specific to this matter. As it has been conveyed to her counsel, there were five calls placed between 5:15 and 5:17 that evening, as evidenced by our call log. Counsel for both parties are in communication for a... resolution of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11395119, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
It is our understanding that our customer has retained an attorney specific to this matter. As it has been conveyed to her counsel, there were five calls placed between 5:15 and 5:17 that evening, as evidenced by our call log. Counsel for both parties are in communication for a...
My apologies for the issues you had. I will explain all issues mentioned. 1) The contract term is clearly stated under the Monthly billing portion of the contract; Total Monthly ($35.00), Billing Frequency (Monthly), Per month in advance for a period of (36) months and...
Invoice Emailed (Y). This information is shown on the contract larger than the rest of the verbiage so that the customer can easily see this information. 2) The monitoring of the alarm system was being done by the Internet since there was no landline provided. With that form of monitoring, there may be interruption in service based on internet communication. If the internet goes down, monitoring would be down. When internet service is restored, monitoring communication is resumed. We would not have any control over this interruption in service since this with their internet provider. I do show that there had been a problem in July of 2015 that the internet provided had advised that the problem not them but on our end, which we did send Service and repair at no charge. On 1/14/16, we called [redacted] and advised that there was a communication failure when the system performed its 30 day test. This test is performed every 30 days to test signal communication only. This is standard in the industry for home burglar alarms. This doesn't mean all alarm companies follow this standard, but most do choose a monthly test. Keep in mind, all “communication failure” would appear on your keypad until it is cleared by the customer. Keep in mind, Guardian Alarm would not know when the internet service is restored by their provider so we would not know how long a customer would be without communication – normally, a customer would know this since they would not have any other internet provided services as well (ex: cable service, computer, phone, etc.). These procedures are normally covered by the Sales Consultant and/or the Installer with the customer. 3) There may still be the misunderstanding of what I mentioned above. There are two forms of notification calls we have called on; 1) Communication failure with the Internet and 2) Test Failure on the alarm panel when tested monthly. The internet monitoring may always be an issue if there is interruption in service due to the homeowners internet provider. A customer can choose to not be notified if the service goes down and rely on the keypad notification only. We are sorry to hear that they want to change companies as we have tried to resolve the numerous problems. Of course we would like to rectify the problem and we would be happy to discuss the resolution to this with [redacted], in order to eliminate any of these problems in the future. If [redacted] chooses to cancel service with Guardian Alarm, we will release them from their contract effective when they choose, with monitoring services due up to that effective date.
Guardian Alarm, along with [redacted], had mailed a letter to all of our customers notifying them of the acquisition back in December. My apologies that you had not received your copy of the letter, which we found was due to an incorrect billing address. We had received notice to cancel the...
account but had not processed that request until after the April billing had been mailed. Due to theses circumstances, Guardian Alarm will waive the balance due on the contract. Please accept our apologies for all the inconvenience.
Guardian Alarm, along with ***, had mailed a letter to all of our customers notifying them of the acquisition back in December My apologies that you had not received your copy of the letter, which we found was due to an incorrect billing address We had received notice to cancel the account but had not processed that request until after the April billing had been mailed Due to theses circumstances, Guardian Alarm will waive the balance due on the contract Please accept our apologies for all the inconvenience
It is our understanding that our customer has retained an attorney specific to this matter. As it has been conveyed to her counsel, there were five calls placed between 5:15 and 5:17 that evening, as evidenced by our call log. Counsel for both parties are in communication for a... resolution of this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11395119, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
It is our understanding that our customer has retained an attorney specific to this matter. As it has been conveyed to her counsel, there were five calls placed between 5:15 and 5:17 that evening, as evidenced by our call log. Counsel for both parties are in communication for a...
resolution of this matter.
My apologies for the issues you had. I will explain all issues mentioned. 1) The contract term is clearly stated under the Monthly billing portion of the contract; Total Monthly ($35.00), Billing Frequency (Monthly), Per month in advance for a period of (36) months and...
Invoice Emailed (Y). This information is shown on the contract larger than the rest of the verbiage so that the customer can easily see this information. 2) The monitoring of the alarm system was being done by the Internet since there was no landline provided. With that form of monitoring, there may be interruption in service based on internet communication. If the internet goes down, monitoring would be down. When internet service is restored, monitoring communication is resumed. We would not have any control over this interruption in service since this with their internet provider. I do show that there had been a problem in July of 2015 that the internet provided had advised that the problem not them but on our end, which we did send Service and repair at no charge. On 1/14/16, we called [redacted] and advised that there was a communication failure when the system performed its 30 day test. This test is performed every 30 days to test signal communication only. This is standard in the industry for home burglar alarms. This doesn't mean all alarm companies follow this standard, but most do choose a monthly test. Keep in mind, all “communication failure” would appear on your keypad until it is cleared by the customer. Keep in mind, Guardian Alarm would not know when the internet service is restored by their provider so we would not know how long a customer would be without communication – normally, a customer would know this since they would not have any other internet provided services as well (ex: cable service, computer, phone, etc.). These procedures are normally covered by the Sales Consultant and/or the Installer with the customer. 3) There may still be the misunderstanding of what I mentioned above. There are two forms of notification calls we have called on; 1) Communication failure with the Internet and 2) Test Failure on the alarm panel when tested monthly. The internet monitoring may always be an issue if there is interruption in service due to the homeowners internet provider. A customer can choose to not be notified if the service goes down and rely on the keypad notification only. We are sorry to hear that they want to change companies as we have tried to resolve the numerous problems. Of course we would like to rectify the problem and we would be happy to discuss the resolution to this with [redacted], in order to eliminate any of these problems in the future. If [redacted] chooses to cancel service with Guardian Alarm, we will release them from their contract effective when they choose, with monitoring services due up to that effective date.
Guardian Alarm, along with [redacted], had mailed a letter to all of our customers notifying them of the acquisition back in December. My apologies that you had not received your copy of the letter, which we found was due to an incorrect billing address. We had received notice to cancel the...
account but had not processed that request until after the April billing had been mailed. Due to theses circumstances, Guardian Alarm will waive the balance due on the contract. Please accept our apologies for all the inconvenience.