Liberty Security Systems Inc

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

To Whom it May Concern,Since receiving the customer complaint, Liberty has been in communication with the customer and has come to a resolutionBelow is details of what was discussed on the call which took place on July 17, 2018.Brandon, a Liberty Customer Service Manager, called Gena in regards to
her Revdex.com complaintThe process of technical communication between the security panel and the monitoring station in relation to the two way voice concerns were discussed and resolvedIt was found that the Liberty agent supporting her during could have been more helpful with the technical issuesLiberty and Gena have agreed upon upgrading the customer's security system, a new smoke detector at no cost and months of free monitoringThis? was agreed to by Gena and we look forward to continuing to gain her trust and to provide a better customer experienceThe upgrade of the system will occur on June 20th, 2018.? ? Regards,Taylor W***

?
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,
*** ***

Our mission is to provide simple, safe and smart solutions for our clients and we are very concerned that this family has had a less than outstanding experience with Liberty.? To summarize the clients concerns below:1) multiple install visits, changing to landline still not complete2) lack of
communication from sales rep in December3) mistrust of equipment installed to provide the appropriate protectionThe resolution discussed with our Client Services Manager in December was that of having a quality inspection done by a senior technician to determine what equipment if any is missing or can be added to provide a greater level of securityWe also offered to add private guard response to their account, giving them guard response even on 1-point alarmsThey were also offered the option of having all home-automation products removed from their home to lower the cost of the monthly rate.? Our Client Service Manager also emailed this solution to the client January 11th? We look forward to a positive resolution.?

This valued client experienced multiple billing issues that resulted in NSF fees and financial challenges for the client? These amounts were refunded to the client as well as free months of monitoring as a goodwill gesture? Most recently our Client Services Manager spoke with *** to
resolve all outstanding billing and service issuesThose solutions included clearing any and all outstanding balanced, reducing their monthly service fees and scheduling service at no charge.? At Liberty we achieve our mission of creating opportunities for our customers, partners and the communities they live in by focusing on the needs of our customer above all else? We are grateful to that the *** family has given us an opportunity to regain their trust.?

?
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
Sincerely,
*** ***

Here is the following email correspondence which has been sent to the customer.? Hi ***,Thank you for your time on the phone todayAs result of the trouble and miscommunication we come to the following agreement.? 1) Liberty will reimburse you for the charges of the cameras ($300)
value, this has been processed and will be put back into your account with business daysIt is already removed from Liberty but is held up with the typical banking processesWe do hope it will arrive earlier2) Liberty has reversed the credit card charges for the SVR of $172.503) Liberty will not charge for outstanding amount of $for installation costs which were agreed to at the time of the agreement.4) Liberty will send a technician to install an additional door contact at no cost for your garage door.? 5) Liberty will apply an $credit to you account for the NSF fees which you have experienced6) We will be lowering you monthly payment to $25.99/month which will come out on the 24th of each month.? We look forward to showing you why Liberty is a great company to deal with! Can you please reply and then I will initiate to actions stated above.Thank you!

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 resolution He 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

Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: [redacted], V.P. Ops
Contact Phone: [redacted]
Contact Email: [redacted]
We take these matters very seriously and after thoroughly investigation have spoken to [redacted] 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 home. This 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. [redacted] also received a similar welcome call from the monitoring company, confirming all critical information including the terms of her agreement.

Our mission is to provide simple, safe and smart solutions for our clients and we are very concerned that this family has had a less than outstanding experience with Liberty. To summarize the clients concerns below:1) multiple install visits, changing to landline still not complete2) lack of...

communication from sales rep in December3) mistrust of equipment installed to provide the appropriate protectionThe resolution discussed with our Client Services Manager in December was that of having a quality inspection done by a senior technician to determine what equipment if any is missing or can be added to provide a greater level of security. We also offered to add private guard response to their account, giving them guard response even on 1-point alarms. They were also offered the option of having all home-automation products removed from their home to lower the cost of the monthly rate. Our Client Service Manager also emailed this solution to the client January 11th.  We look forward to a positive resolution.

This valued client experienced multiple billing issues that resulted in NSF fees and financial challenges for the client.  These amounts were refunded to the client as well as free months of monitoring as a goodwill gesture.  Most recently our Client Services Manager spoke with [redacted] to...

resolve all outstanding billing and service issues. Those solutions included clearing any and all outstanding balanced, reducing their monthly service fees and scheduling service at no charge. At Liberty we achieve our mission of creating opportunities for our customers, partners and the communities they live in by focusing on the needs of our customer above all else.  We are grateful to that the [redacted] family has given us an opportunity to regain their trust.

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.
Sincerely,
[redacted]