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 [redacted] 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 [redacted] - Follow up emailJuly 29/- Emailed [redacted] 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 [redacted] , 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 *[redacted] 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 / [redacted] (1000, 5, 2016/01/21) */ Contact Name and Title: [redacted] ***, V.POps Contact Phone: [redacted] ext [redacted] Contact Email: [redacted] @libertysecurity.ca I contacted the [redacted] 's todayThey will be providing me with a copy of the invoice they have received from [redacted] 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 / [redacted] (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 [redacted] and she has assured us that they will reimburse us that amount [redacted]
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
[redacted] Thank you for your notification if regards our customer [redacted] ’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 [redacted] ? today (October 11th) to discuss the next steps in the cancellation processIf ***? can call me directly at? 1- [redacted] ext ***? it would help to expedite this process.Regards,Taylor W***Director of Operations at Liberty Security Systems Inc
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ Contact Name and Title: [redacted] , V.POps 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 processIt 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 companyIn 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 LibertyTo 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 rateOur Client Service Manager also emailed this solution to the client January 11th We look forward to a positive resolution
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? ? ?
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***
We wish to thank Mr [redacted] 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
Contact Name and Title: [redacted] ***, V.POps Contact Phone: [redacted] Contact Email: [redacted] 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
? 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]
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]
Complaint: [redacted] 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 [redacted] 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 [redacted] Sincerely, [redacted]
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 [redacted] 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 chargeAt 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
Here is the following email correspondence which has been sent to the customer. Hi [redacted] ,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!
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 [redacted] 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 [redacted] - Follow up emailJuly 29/- Emailed [redacted] 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 [redacted] , 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 *[redacted] 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 / [redacted] (1000, 5, 2016/01/21) */ Contact Name and Title: [redacted] ***, V.POps Contact Phone: [redacted] ext [redacted] Contact Email: [redacted] @libertysecurity.ca I contacted the [redacted] 's todayThey will be providing me with a copy of the invoice they have received from [redacted] 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 / [redacted] (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 [redacted] and she has assured us that they will reimburse us that amount [redacted]
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
[redacted] Thank you for your notification if regards our customer [redacted] ’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 [redacted] ? today (October 11th) to discuss the next steps in the cancellation processIf ***? can call me directly at? 1- [redacted] ext ***? it would help to expedite this process.Regards,Taylor W***Director of Operations at Liberty Security Systems Inc
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ Contact Name and Title: [redacted] , V.POps 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 processIt 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 companyIn 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 LibertyTo 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 rateOur Client Service Manager also emailed this solution to the client January 11th We look forward to a positive resolution
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? ? ?
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***
We wish to thank Mr [redacted] 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
Contact Name and Title: [redacted] ***, V.POps Contact Phone: [redacted] Contact Email: [redacted] 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
? 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]
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]
Complaint: [redacted] 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 [redacted] 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 [redacted] Sincerely, [redacted]
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 [redacted] 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 chargeAt 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
Here is the following email correspondence which has been sent to the customer. Hi [redacted] ,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!