Liberty Security Systems Inc

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: Pat K***
Contact Phone: ***
Contact Email: ***
After reviewing this complaint and speaking with our representative, it sounds as though we didn't do a thorough job explaining the
different options and packages we make available to a client
Typically when a home or business has existing equipment we are able to use that equipment and offer the customer a discounted installation fee and discounted monthly monitoring rate because we don't have to invest in placing door contacts, motion sensors etc around the homeThe is a practised exercise in the industry because all sensors are tested during installation and then supervised by the panel 24/for any potential low batteries, tampering or other problems that may happen with a device
Sounds as though our representative was recommending this type of sale with the client when they stated strongly that they would like all new equipment and did not trust the existing devices in the homeAt this point our representative failed to explain the activation fee that would offset the cost of equipment, but did keep the monitoring rate deeply discounted from where it should be for a new systemThis was a mistake on our part that the representative is apologetic for
I don't believe the rep was trying to deceive anyoneI apologize for any small impact running a credit score may have on the persons creditMy understanding is that if multiple credits aren't run in the same small period of time it should have virtually zero affectThe rep has worked with us for months and I've never had a complaint from a client based on his behaviour
To help appease the situation, I can authorize the original sale with no activation at the agreed upon rate but can not include anything additional in terms of free months or additional equipmentI feel this is ample credit for the mistake of having run the customer credit without explaining the activation
It took weeks for a complaint to be filed when the client never called or filed any type of other complaint with the office directlyIt seems to me that the main goal of this complaint is to negotiate a better deal
I have called the customer times and she called me back once where I missed the callHopefully we can connect soon to resolve
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative explained that all equipment was free with a contract, and the fact that I had agreed to display their commercial sign in the front of my house ***
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***
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Pat and I had been playing phone tagI actually called three times and left a message once***
***

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: *** ***, V.POps
Contact Phone: *** ext ***
Contact Email: ***@libertysecurity.ca
I contacted the ***'s todayThey will be providing me with a copy of the invoice they have received from ***
and we will reimburse them for that amount
We apologize for the negative experience they have had and we are grateful they have given us the opportunity to rectify that
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were contacted by a representative from Liberty and she was most apologeticWe emailed her a copy of the invoice from *** and she has assured us that they will reimburse us that amount***

Complaint: ***
I am rejecting this response because:The service you are providing is not meeting the expectations promised and through the process of seeking a resolution in the past * *** *** *** ** and actions have not been followed through.The tech was even scheduled to come last Friday to do the inspection of equipment and find a better solution - no tech came and I have heard nothing about rescheduling*** *** *** ** *** ** * *** *** *** ** *** * *** *** * *** *** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** ** *** ***
Sincerely,
*** ***

We are sorry to hear that we are not able to work together to regain your trust and resolve your outstanding concerns.We are willing to make an exception and we will cancel your monitoring services Our Client Services Manager will provide you with a confirmation email once the monitoring services have been stopped

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
We would like to thank *** for bringing her concerns to our attention We take these matters very seriously
and apologize for any inconvenience
We attempted to contact *** today, however, the phone number listed was not in service

Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: ***, V.POps
Contact Phone: ***
Contact Email: ***
We take these matters very seriously and after thoroughly investigation have spoken to *** to resolve her complaint
As a goodwill gesture we will be issuing a refund for payments made after July 28th and the shipping cost she incurred for returning the equipment to our office
Our intention is to provide complete transparency for our valued customers during the sales process It is standard practice that during the sales process that our Customer Service team conduct an over the phone "Welcome Call" with each customer while the sales representative is in the homeThis call is a lengthy list of questions to verify critical information and to confirm all customers have a clear understanding of what they have agreed to, especially if their home is being protected by another company In addition, customer's who are being protected by another company are asked to complete and sign an additional form that includes a statement that the customer is responsible for cancelling with their existing provider and that Liberty has no affiliation with their current provider *** also received a similar welcome call from the monitoring company, confirming all critical information including the terms of her agreement

We have all emails and events and Liberty has provided inadequate resolutions to fix, resolve, address any issues in regards to their services as per contract, communications, etcThere was no response for several months and still no resolution has been made with this matterWe had sent several emails and calls and have had nothing fixed or resolvedJuly 16/- Emailed *** asked to have contact numbers updated, copies of invoices sent, front door sensor issues bypassing and door was not being monitored only bypassed, battery for main panel keeps going on and offJuly 21/- Emailed * *** - Follow up emailJuly 29/- Emailed *** and info email for Liberty - Follow up email with previous communications includedStill no responseRequested cancellation of services, address to send final cheque to, copy of invoices to date, requested a date for removal of equipment, expressed concern for lack of communication especially when the services are for providing security/safety for our family and home There were emails sent to us: Aug 6/15, Sept 21/15, Nov 26/- Invoice or statement only, no resolution or responses to issues Dec 9/- Sent email to ***, AP & Info Emails for Liberty - Fwded previous communications with additional concern for no response, half of the equipment does not work, Main panel, sensors, contact numbers not updated, asked again for removal of equipmentDec 10/- Finally received email that manager will call, we had responded with contact number and he called left voicemail asking when he can come out to set up a date for installation of services???? Dec 28/and Jan 28/- Emails sent to us to resolve account but no responses? If the customer service representative was away from the office why was there no auto response on *.***s email? If there was no auto response should there not be someone following up on the emails? Several of the additional email follow-ups were also sent to AP and Info emails at Liberty, no email response other than an invoice for over - months? We had also expressed concern over the phone and kept getting oh sorry we will update information or get someone to call you back? There was also times that fire trucks were sent out because they did not update phone numbers and all it was, was the oven with the alarm disabled right away, which is a waste of tax payers money and valuable services time that could be needed for actual emergenciesTrying to charge people for services that have not been provided and no resolution to issues is unethical and illegal business practices

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: *** ***, V.POps
Contact Phone: *** ext ***
Contact Email: ***@libertysecurity.ca
I contacted the ***'s todayThey will be providing me with a copy of the invoice they have received from ***
and we will reimburse them for that amount
We apologize for the negative experience they have had and we are grateful they have given us the opportunity to rectify that
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were contacted by a representative from Liberty and she was most apologetic We emailed her a copy of the invoice from *** and she has assured us that they will reimburse us that amount***

*** ** *** *** *** *** *** *** Thank you for your notification if regards our customer *** ***’s complaintsThe dates and time *** have provided have been accurate and the frustration of having a technician return to her home and install her equipment are justified and
we are working to ensure that a similar customer experience does not happen again.The claim of having no service since July 15th is incorrectThe re-installation of ***’s system occurred on August 3rd and the account was monitored since that date*** is missing a motion sensor to be installedThe service call was attempted to be booked with her; however, as per our technician *** refused to schedule service as she stated she was cancelling her contract with the technicianWe will honour *** request to cancel the contract and we will reimburse all payments made for August and SeptemberAny paid amount prior to August will not be reimbursedWe will also allow *** to keep the equipment in her homeI personally have left message on ***’s phone *** today (October 11th) to discuss the next steps in the cancellation processIf *** can call me directly at 1-*** ext *** it would help to expedite this process.Regards,Taylor W***Director of Operations at Liberty Security Systems Inc

We wish to thank Mr*** for the information he has providedI would happily work with him should he choose to allow us to regain his trust by sending our Service Manager to his home to conduct an inspection and ensure their security system is operating a peak performance and reactivate the monitoringIf that is a workable solution, we will waive all outstanding fees
Should that not be acceptable, we will schedule an appointment for a technician to remove the equipment from their home, we would request that the June and July monitoring in the amount of $be paid and we will waive the remaining balance

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: Pat K***
Contact Phone: ***
Contact Email: ***
After reviewing this complaint and speaking with our representative, it sounds as though we didn't do a thorough job explaining the
different options and packages we make available to a client
Typically when a home or business has existing equipment we are able to use that equipment and offer the customer a discounted installation fee and discounted monthly monitoring rate because we don't have to invest in placing door contacts, motion sensors etc around the homeThe is a practised exercise in the industry because all sensors are tested during installation and then supervised by the panel 24/for any potential low batteries, tampering or other problems that may happen with a device
Sounds as though our representative was recommending this type of sale with the client when they stated strongly that they would like all new equipment and did not trust the existing devices in the homeAt this point our representative failed to explain the activation fee that would offset the cost of equipment, but did keep the monitoring rate deeply discounted from where it should be for a new systemThis was a mistake on our part that the representative is apologetic for
I don't believe the rep was trying to deceive anyoneI apologize for any small impact running a credit score may have on the persons creditMy understanding is that if multiple credits aren't run in the same small period of time it should have virtually zero affectThe rep has worked with us for months and I've never had a complaint from a client based on his behaviour
To help appease the situation, I can authorize the original sale with no activation at the agreed upon rate but can not include anything additional in terms of free months or additional equipmentI feel this is ample credit for the mistake of having run the customer credit without explaining the activation
It took weeks for a complaint to be filed when the client never called or filed any type of other complaint with the office directlyIt seems to me that the main goal of this complaint is to negotiate a better deal
I have called the customer times and she called me back once where I missed the callHopefully we can connect soon to resolve
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative explained that all equipment was free with a contract, and the fact that I had agreed to display their commercial sign in the front of my house ***
***
***
***
Pat and I had been playing phone tag I actually called three times and left a message once ***
***

Contact Name and Title: *** ***, V.POps
Contact Phone: ***
Contact Email: ***
We take these matters very seriously and have made attempts on the following dates to contact the customer starting in June of We are also happy to provide the recorded calls
for the phone call events:
June - left a voice message for the customer
June - left a voice message for the customer
July - left a voice message for the customer
July - email sent to customer
July - the customer responded that they had discovered the email in their spam
July - the customer sent an email to an individual customer service representative who was away from the office
July - the customer sent an email to cancel their service
July - this email was brought to the attention of the Customer Service Manager
Aug - left a voice message for the customer
Aug - outstanding invoices sent to the customer
Aug - attempts to contact the customer via phoneleft a voice message
Aug - left a voice message for the customer
Dec - left a voice message for the customer
Jan - email the customer
Feb - left a voice message and emailed the customer
If there is anything we can provide to resolve these outstanding issues, please contact me directly

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
We would like to thank *** for bringing her concerns to our attentionWe take these matters very seriously
and apologize for any inconvenience
We attempted to contact *** today, however, the phone number listed was not in service

Initial Business Response /* (1000, 5, 2015/10/20) */
We take these matters very seriously and apologize for the inconvenience this has caused to this family
I have spoken with *** today and the invoice will be cancelled and there will be no balance owing
*** advises that the issuance of the
invoice was done in error
I have spoken to our client's father today to confirm this resolutionHe will communicate the resolution to his daughter and son in-law
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My father-in-law was contacted by Liberty Security`s vice-president who was handling our complaintShe was very sorry for the trouble we had been put through and informed us that she had contacted ADT and discussed our complaint*** indicated to her that the invoice we received was in error and that they would adjust our account to reflect a zero balance owingWe are waiting to receive this confirmation from *** but we are definitely satisfied with the outcomeWe are very grateful for the efforts made by Liberty Security`s vice president to help us resolve this to our satisfaction
Thanks again to everyone involved

*** ** *** *** *** *** *** *** Thank you for your notification if regards our customer *** ***’s complaintsThe dates and time *** have provided have been accurate and the frustration of having a technician return to her home and install her equipment are justified and
we are working to ensure that a similar customer experience does not happen again.The claim of having no service since July 15th is incorrectThe re-installation of ***’s system occurred on August 3rd and the account was monitored since that date*** is missing a motion sensor to be installedThe service call was attempted to be booked with her; however, as per our technician *** refused to schedule service as she stated she was cancelling her contract with the technicianWe will honour *** request to cancel the contract and we will reimburse all payments made for August and SeptemberAny paid amount prior to August will not be reimbursedWe will also allow *** to keep the equipment in her homeI personally have left message on ***’s phone *** today (October 11th) to discuss the next steps in the cancellation processIf *** can call me directly at 1-*** ext *** it would help to expedite this process.Regards,Taylor W***Director of Operations at Liberty Security Systems Inc

We have all emails and events and Liberty has provided inadequate resolutions to fix, resolve, address any issues in regards to their services as per contract, communications, etcThere was no response for several months and still no resolution has been made with this matterWe had sent several emails and calls and have had nothing fixed or resolvedJuly 16/- Emailed *** asked to have contact numbers updated, copies of invoices sent, front door sensor issues bypassing and door was not being monitored only bypassed, battery for main panel keeps going on and offJuly 21/- Emailed * *** - Follow up emailJuly 29/- Emailed *** and info email for Liberty - Follow up email with previous communications includedStill no responseRequested cancellation of services, address to send final cheque to, copy of invoices to date, requested a date for removal of equipment, expressed concern for lack of communication especially when the services are for providing security/safety for our family and homeThere were emails sent to us: Aug 6/15, Sept 21/15, Nov 26/- Invoice or statement only, no resolution or responses to issuesDec 9/- Sent email to ***, AP & Info Emails for Liberty - Fwded previous communications with additional concern for no response, half of the equipment does not work, Main panel, sensors, contact numbers not updated, asked again for removal of equipmentDec 10/- Finally received email that manager will call, we had responded with contact number and he called left voicemail asking when he can come out to set up a date for installation of services???? Dec 28/and Jan 28/- Emails sent to us to resolve account but no responses? If the customer service representative was away from the office why was there no auto response on *.***s email? If there was no auto response should there not be someone following up on the emails? Several of the additional email follow-ups were also sent to AP and Info emails at Liberty, no email response other than an invoice for over - months? We had also expressed concern over the phone and kept getting oh sorry we will update information or get someone to call you back? There was also times that fire trucks were sent out because they did not update phone numbers and all it was, was the oven with the alarm disabled right away, which is a waste of tax payers money and valuable services time that could be needed for actual emergenciesTrying to charge people for services that have not been provided and no resolution to issues is unethical and illegal business practices

*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are sorry to hear that we are not able to work together to regain your trust and resolve your outstanding concerns.We are willing to make an exception and we will cancel your monitoring services? Our Client Services Manager will provide you with a confirmation email once the monitoring services have been stopped? ? ?

We wish to thank Mr*** for the information he has provided I would happily work with him should he choose to allow us to regain his trust by sending our Service Manager to his home to conduct an inspection and ensure their security system is operating a peak performance and reactivate the monitoring If that is a workable solution, we will waive all outstanding fees
Should that not be acceptable, we will schedule an appointment for a technician to remove the equipment from their home, we would request that the June and July monitoring in the amount of $be paid and we will waive the remaining balance