Kourt Security Partners

January 20,
*** ***
*** *** *** ***
Saint George, UT ***
Re: ID # ***
Dear *** ***,
Thank you for contacting our company regarding your concerns
with the monitoring agreement and the installation of a new system in your new
home
We are able to reduce the monitoring agreement to years but
the installation fee of $would still be required
We can also offer to reduce the final bill amount from
$to $in order to close out your account
Our company aims to
consistently deliver a professional service to our customersPlease call me if
you wish to resolve this matter
Sincerely,
Maria I***
Senior Customer Relations Representative
T###-###-#### F#-###-####

The remaining part of your buyout was mailed on 7/3/14 for $576.27.  [redacted], Director of Call Center Operations, advised you that we would not be able to provide any more refunds. Our company considers this matter closed. 
If you have any further questions please call me at ###-###-####.
Sincerely,
[redacted]
Customer Relations Representative

[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.  Please arrange for termination of service ASAP.  
Regards,
[redacted]

June 17, 2014

face="Calibri"> 
[redacted]
 
Re: ID #[redacted]
Dear **. [redacted],
 
Thank you for contacting us recently on your concerns about the sales experience you had with a contractor representing Select Security.  
Your concerns were addressed with our Residential Direct Sales Program Manager. Our company is actively working to improve sales and service levels and your feedback is helpful in this effort.
We have agreed to mail you a check totaling $1038.70 and continue the monitoring services. The check will be mailed by the end of this week.    
We thank you for bringing this matter to our attention.  My contact information is below if you have any other concerns in the future.
Sincerely,
[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

June 25, 2014
[redacted]
0pt; LINE-HEIGHT: normal">[redacted]
[redacted]
 
Re: ID #[redacted]
Dear **. [redacted],  
 
Thank you for contacting us recently on your concerns about the sales experience you had with a contractor representing Select Security.  
Select Security has certain policies & procedures in place to avoid any misinformation between our contractors and new customers. Prior to the installation of our alarm systems, a quality survey is done between an agent in the call center and the customer, in that survey we go over the term of their agreement being 60 months. 
The survey that was done between a call center agent and **. [redacted] was reviewed and the customer agreed that he understood the term of the agreement being 60 months and that we were not affiliated with any other alarm company.
In the recording we also asked if he currently had monitoring services with another alarm company. He informed us that he had services with [redacted].  Our agent then mentioned that we were not responsible for his existing monitoring agreement and he understood.
At this time we can only offer to reconnect the alarm system and continue to provide monitoring services.
We thank you for bringing this matter to our attention.  My contact information is below if you have any other concerns in the future.
Sincerely,
[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

Complaint: [redacted]
I am rejecting this response because:
--------- Forwarded message ----------
From: Revdex.com of Metro Washington DC <[email protected]>
Date: Fri, Oct 31, 2014 at 8:46 AM
Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: I Ream <[email protected]>
Date: Fri, Oct 31, 2014 at 8:19 AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
Re: [redacted] Kourt SecurityThis issue was never resolved. I contacted the company back in May, when the quarterly bill was due. I asked if I should pay the entire amount or prorate it as we had a closing date on her condo of July 1st. Their employee (Amanda) told me to pay the entire bill and they would issue a refund. When I called back at closing to request mother's refund, the same employee told me "we don't give refunds". I did speak with Maria and she did finally offer to send mother a refund for $47 and change. They were given my office mail box as the place to send the check to. Apparently they sent to the condo, a place she had not been living for more than a year so the mail forwarding service had expired. Maria said they can't issue a check to the correct place as the check hadn't been returned to them. That's at least a month ago. The alarm system and therefore the phone were kept up just to keep the fire monitoring as she had moved out. The alarm was never set for about a year as real estate agents were coming and going. We also cancelled, after having service with the company (ok, it was sold 3 or 4 times in the meantime) since 1987, they came up with some carryover agreement, on our account, from one of the former companies, but that issue never came up with mother's account. Why the double standard? We paid for the installation of mother's (and Dad's now deceased system). In I think, it was 1991. My brother was an installer with the company when we bought our system in 1987. If they really need their $47 that badly then fine, we are done. They are the only company that didn't do what they said they would do.They really didn't need to know, but mother was moved mostly because she's 86 and has some dementia problems, manages very well on some levels, but I pay all of her bills and manage a lot of other things for her on a daily basis. I wouldn't have gotten angry if I hadn't taken the time to do what the company asked, which was pay the bill in the first place; there was enough to do with moving her twice in the past year, dealing with the real estate people, the title company, getting all of her bills changed over to my box, her doctors, etc. etc. etc. It's best we are done with that company, after so long a good history for both households it's just too bad.
Regards,
[redacted]

[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.  The lady who responded to your letter contacted me last week, and said that [redacted] Security would remove the system, and stop the billing.  I received another call the next day from a gentleman to schedule the removal.  The technician removed the system yesterday.  Thank you so much for your help.
Regards,
[redacted] & [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I never received the copy of the Agreement signed by both parties and I think it is required by the company that they do send me the copy of the agreement and it is required (i only got agreement which I signed - attaching). I always check my spam emails and emails from the Select Security never goes to my spam emails and smart filter on my gmail is always on. They cant give this as a reason and also, The phone conversation is confusing as they put Credit Card and Length of agreement on same line and the time they installed on my Home it was later night and we had a baby (Close to 10PM). 
I am attaching the agreement I got from the select security I which I only singed for the Revdex.com reference and never got agreement signed by both parties.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I would like to hear the recording where I agreed to the 60 month term.
Regards,
[redacted]

April 15, 2015
normal">
[redacted]
Red Lion, PA [redacted]
Re: ID # [redacted]           
Dear [redacted],
Thank you for contacting our company regarding your concerns with service and the monitoring agreement.
We have tried to resolve this matter by offering to remove the $50.00 site fee for any future service requests but you declined so we agreed to reduce your monthly rate by $2.00.
We can terminate the agreement but with a 50% buyout amount of $565.00 providing that we can remove our alarm system.
Our company aims to consistently deliver a professional service to our customers. My contact information is below if you require any more information.
Sincerely,
Maria I[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

August 7, 2014

face="Calibri"> 
[redacted]
 
Re: ID #[redacted]
Dear [redacted],
 
Thank you for contacting us regarding your concerns about the sales experience you had with a contractor representing Select Security.  
Select Security has certain policies & procedures in place to avoid any misinformation between our contractors and customers. Prior to the installation of your alarm system, a quality survey was done with the person that signed the monitoring agreement, [redacted].  The call center agent asked her at that time if there were any promises or amendments made by the contractor at the time of sale. She said that there were none. We also verified the term of 60 months with her and she agreed.
We have also reviewed our records and have not found any email correspondence sent by you. The only letter received was the initial cancellation request. We did however verify that numerous calls were made in order to reinstall the system with no return calls.
At this time we can offer to reinstall the alarm system in your new home at no charge so that the remaining 3 years can be completed.
We thank you for bringing this matter to our attention.  My contact information is below if you have any other concerns in the future.
Sincerely,
Maria I[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

[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]

-------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Sep 10, 2015 at 10:23 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Wed, Sep 9, 2015 at 7:17 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
                I have come to an agreement for this issue.
 
[redacted]
Office  ###-###-####
Cell  ###-###-####

November 18, 2015
[redacted]
[redacted]...

[redacted]
Middletown, PA [redacted]
Re: ID #[redacted]
Dear [redacted],
 Thank you for contacting us recently on your contract concerns
with Select Security.  
After pulling your file we realized that you had a yearly
renewal. I apologized for the misunderstanding and emailed a copy of the
agreement to Elizabeth D[redacted] along with an explanation.
I am enclosing a copy of the agreement with this letter.
Your final bill will be $168.42 in order to close out your account.
We are in the process of canceling your monitoring service.
Please call me if you would like to discuss further or make
a payment arrangement.  My contact
information is listed below. We thank you for bring this matter to our
attention.
Sincerely,
Maria I[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Wed, Jul 2, 2014 at 10:39 AM
Subject: complaint #[redacted]
To: "[email protected]" <[email protected]>
I have not received the payoff check from select security. In a conversation with [redacted] from select security on I also requested that the money charged from [redacted] from February thru June (5 months @ $43.35) be refunded due to their failure to send me a check in February. I also requested that the initial installation fee ($107.17) and the first initial 3 months ($162.36) be refunded. In that conversation I asked if they didn't refund the additional money along with the payoff check for [redacted], that they cancel my contract. They have not fulfilled any of my requests.

May 8, 2014

face="Calibri"> 
 
[redacted]
 
Re: ID #[redacted]
Dear [redacted],
 
Thank you for contacting us recently on your concerns about the sales experience you had with a contractor representing [redacted] Security.  
Your concerns were addressed with our Residential Direct Sales Program Manager. Our company is actively working to improve sales and service levels and your feedback is helpful in this effort.
We spoke with you on 5/2/14 and discussed your concerns. A recording was played back to you regarding your sales complaint. At that time you did acknowledge that the sales rep never mentioned your previous company was going out of business.
We also offered to send you payment for $468.00 for the contract buyout amount from your previous provider.
A company representative has called and left a message on your answering machine so we can discuss with you. We have not received a call back as of today.
At this time we can only offer to continue monitoring your alarm system and mail a check for the buyout amount. Please call me so we can settle your account.
We thank you for bringing this matter to our attention.  My contact information is below if you have any other concerns in the future.
Sincerely,
[redacted]
Customer Relations Representative
T. ###-###-####   F. ###-###-####

Review: I took the security home monitoring system back in 2013 and the sales person who visited me in the evening time was in hurry to make a sale and installed the system by providing competitive price and never mentioned about the contract of 5 years, and upon installing the monitoring system at house in the night asked me to sign on iPad saying that the system was installed and never said agreement will last for 5 years and I am obligated to pay for so many years. I asked specifically that what happens if I move out of house and the person said I will be able to cancel without paying any money. Now I want to cancel as we are thinking of moving out of house and I called the Select Security to cancel and my service and now they say if I cancel I have to pay for remainder of 3 years of price which is 36*55=$1980. I been a loyal customer for more than years now and I been paying the monthly fees without pay.

And now, I don't think any company will bind any person under contract for 5 years. This is ridiculous. I want to get out of this contract and I don't want to pay any money because of the sales person lack of knowledge and and wanted to sell his product by foolish promises and not giving anything in writing and just by asking to sign the contract on iPad.Desired Settlement: I want Select Security to Cancel the contract with me and not charge for me to cancel the contract.

Business

Response:

August 1, 2014

Re: ID #[redacted]

Dear [redacted],

Thank you for contacting us recently on your concerns about the sales experience you had with a contractor representing Select Security.

Select Security has certain policies & procedures in place to avoid any misinformation between our contractors and new customers. Prior to the installation of our alarm systems, a quality survey is done between an agent in the call center and the customer, in that survey we go over the term of their agreement being 60 months.

The survey was played back and a copy of the monitoring agreement was also provided to you.

We have reached an agreement to reduce your monitoring rate. The new rate will take affect this month.

We thank you for bringing this matter to our attention. My contact information is below if you have any other concerns in the future.

Sincerely,

Maria I[redacted]

Customer Relations Representative

T. ###-###-#### F. ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I never received the copy of the Agreement signed by both parties and I think it is required by the company that they do send me the copy of the agreement and it is required (i only got agreement which I signed - attaching). I always check my spam emails and emails from the Select Security never goes to my spam emails and smart filter on my gmail is always on. They cant give this as a reason and also, The phone conversation is confusing as they put Credit Card and Length of agreement on same line and the time they installed on my Home it was later night and we had a baby (Close to 10PM).

Review: In August 2013 a sales representative from Select Security In August a sales representative from Select Security aka Kourt Security Partners approached us at our residence in [redacted] Pennsylvania. He started to tell us about the bad reviews of our current alarm company, Revdex.com complaints and how [redacted](our previous service provider) was going to be out of business. He showed us various evedentuary documents of this on his [redacted] and persuaded us to listen to his company's features. We decided to switch because we didn't want to be with such a poor company that was going out of business. "[redacted]" the sales representative told me this would be a month to month service, offered to upgrade our system and provide a few more security features for our home and told us about a camera system that we could have installed for extra protection. He said that Select Security would pay off the remainder of our old contract which was $375.00 and even fax a letter to the other company to cancel our service. None of this was done. I wrote a handwritten letter to [redacted] cancelling service, and signed an [redacted] with our incomplete contract but a list of parts and notes and a monthly fee. A virtual copy was supposedly sent that day. I was never able to read a full contract. In September on the 17th the install happened, weeks after, it was poor to say the least and taking 2 days instead of the 2 hours they said! They drilled a few large holes without discussion to run a line for the camera and decided to run the cord on the outside of the house. I dont think something someone can snip with scissors on the outside is very "SECURE". Once again we called to make this known. Select Security supposedly sent us a contract 3 days later. Calling in February 2014 after realizing I am being charged still by my old company and the new one. I asked for a copy of my contract to be sent.

Select Security duplicated my electronic signature and put it on an agreement I never saw, I never agreed to nor would ever agree to a 5 year contract. They never paid the old company and broke the agreement on the parts list portion of what I saw by not cancelling and paying off my old contract! I was misled and lied to by [redacted] the representative. I was told I was emailed a copy 3 days after the install, which makes it impossible for me to CANCEL since supposedly I only had 3 days. I do not want to do business with a scamming company. I called to present my evidence and was told they cannot do anything!Desired Settlement: I would like to cancel the contract I was never told about. I want to get a new alarm service.

Business

Response:

February 11, 2014

Review: A salesman persuaded me to switch home alarm companies, based in part on a statement he made to the effect that there would be no long term contract and that I could cancel at any time. I was in the process of cancelling my service when I was informed I'd have to buy out the 5 year contract that I had entered into. Yes, I signed the contract with out reading it but I was under the impression that there was no long term contract. Legally, I supposed I'm obligated to pay the balance of my contract, approximately $2800. I was operating on what the salesman had told me, which turned out to not be the case.Desired Settlement: I would like to not have to pay to end this contract since the salesman provided false info. I was told I would have talked to someone on the phone prior to signing the contract that would have explained all this to me but I don't remember doing that. I feel like their practices are deceptive.

Business

Response:

June 25, 2014[redacted]

Re: ID #[redacted]

Dear **. [redacted],

Thank you for contacting us recently on your concerns about the sales experience you had with a contractor representing Select Security.

Select Security has certain policies & procedures in place to avoid any misinformation between our contractors and new customers. Prior to the installation of our alarm systems, a quality survey is done between an agent in the call center and the customer, in that survey we go over the term of their agreement being 60 months.

The survey that was done between a call center agent and **. [redacted] was reviewed and the customer agreed that he understood the term of the agreement being 60 months and that we were not affiliated with any other alarm company.

In the recording we also asked if he currently had monitoring services with another alarm company. He informed us that he had services with [redacted]. Our agent then mentioned that we were not responsible for his existing monitoring agreement and he understood.

At this time we can only offer to reconnect the alarm system and continue to provide monitoring services.

We thank you for bringing this matter to our attention. My contact information is below if you have any other concerns in the future.

Sincerely,

Review: My contract clearly indicated that I elected to be billed month to month but the company is insisting that I elected to be billed annually. I cancelled the service end of August 2013. I paid thru October 2013. My monthly charge is $22.00. I want a refund of $22.00 for October 2013. The company is billing me for charges totalling $88.00 for service October thru February 2014. I want this bill cancelled. .Desired Settlement: Cancel invoice # [redacted] for $88.00 11/01/2013 thru 02/28/14

Issue refund of $22.00 for October 2013

Business

Response:

October 8, 2013