LifeShield

[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]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:First  I would like to address the response you received
 from the business in regards to my complaint.  It is true that I spoke to their rep, Tricia regarding the need to stay in "moving" status for a couple more weeks because like I said before the set-up on the tablet which controls the whole system had still not been programmed and I needed more time to figure it out. Well that never happened even after the supervisor arranged for a call from their tech to help me do just that, because I never got the call.  After that I just had decided to replace or do away with the security system all together, not having anymore faith or regards for this company and their service, absolutely not to be worth the $50.89 monthly charge. They say they restored my monitoring service on 9/1/16, and produced records supposedly validating that fact. Well they never informed me that I was in a monitoring status. What those logs show basically, is that I still had an internet connection linked to them , and I continued to get email alerts from them ONLY  when that internet connection was interrupted temporarily & then restored again, for example weather interferences. It was impossible for them to be truly monitoring me due to the fact that I never completed the installation on the tablet where you assign each sensor to a number. The sensors had been installed by my brother on selected windows and doors but the tablet still maintained the assignment of sensors & numbers that applied to my prior residence. So if I had had a break-in during that period which they say they were monitoring my residence, they would not have been able to locate the correct point-of-entry. In addition, I never initiated using the alarm when I left or entered this residence , for the same reason. As far as their statement that they are still affiliated with the merger of [redacted], they may still have permission to use their logo on their website, but if you call and ask [redacted] about their association with Lifeshield , their answer is quite different. Also [redacted] has their own separate & new Security System they are promoting with a different company. Therefore, their response does not sway my decision and determination to no longer pay them for their lack of service and security. Their response did not address the results I requested from them, which I am still seeking as a resolution of this complaint.
[redacted]

It was not mentioned on the sales call nor was the question
asked.  It was clearly stated in the signed agreement as evidenced in the
first response to this complaint.  We sent the signed agreement
document to the customer via email.
IMPORTANT
PROVISIONS - YOUR RESPONSIBILTY TO READ TERMS OF THIS AGREEMENT
By
e-signing the Contract, you agree to all the terms and conditions, below.
Please pay special attention to the following
sections:
SECTION
1: Payments: Terms which sets out the initial terms for this Contract as
Thirty-Six (36) months and provides for
automatic
renewals thereafter;
SECTION 2: Early Cancellation Fee which
obligates you to pay a fee if you cancel the Contract before the end of the
initial
or any renewal term;
SECTION
6, 7 and 8: WE ARE NOT AN INSURER, Limitation of Liability, Hold Harmless which,
among other things,
significantly
limits LifeShield’s liability to you under this Contract;
SECTION
10(A): Monitoring Services which identifies limitations regarding your System's
method of signal transmission,
and
in particular how your use of DSL, Digital Phone, Voice over Internet Protocol
(VoIP), or any change in your telephone
service
after installation, may adversely affect alarm signal transmission to our
Center;
SECTION
13: Return Policy, which sets out the timeline and requirements for you to
install and evaluate the System, along
with the method to request
returns.
2.
Early Cancellation Fee. IF
YOU SEEK TO TERMINATE THIS CONTRACT EXCEPT AS PROVIDED
HEREIN, WE MAY CHARGE YOU AN EARLY
CANCELLATION FEE. FOR CANCELLATIONS IN THE
INITIAL TERM, THE CANCELLATION FEE IS
THE AMOUNTS YOU WOULD HAVE PAID THROUGH
THE REMAINING PORTION OF THE TERM.

Customer was informed on 1/20/16 that his account will be cancelled with no early termination fee.  He will receive a cancellation confirmation email to verify his account has been cancelled.  Equipment does not need to be returned.

Hello,As of 03/10, this account has been canceled with no further charges due because of ongoing system issues. We apologize for the inconvenience these issues might have caused to our customer. Thank you.

Hello,Due to ongoing system issues our customer Ms. [redacted] had, LifeShield has agreed to release Ms. [redacted] from agreement with no further charges due and her account was cancelled. We apologize for the inconvenience caused and hope that Ms. [redacted] is satisfied with the...

resolution.Thanks.

Per the conversation with our specialist, LifeShield has agreed to refund total purchase amount for the system ($257.59) and the cost of the additional motion sensor purchased ($86.17) for a total refund of $343.76.  The check request will be submitted once the equipment has been received back....

 Processing of the check may take 4 to 6 weeks.

Hello,Due to ongoing disconnection issues our customer has had, LifeShield agreed to terminate Ms. [redacted]'s agreement with no further charges due. The account was canceled on 04/27. A return merchandise authorization was issued for the system to be returned. We apologize for the inconvenience...

caused.

------- Forwarded message ----------From: A[redacted], Thomas A<[redacted]@[redacted].com>Date: Tue, Apr 5, 2016 at 10:11 AMSubject: Revdex.com complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>We reviewed the customer’s account and agreed to cancel with no early termination fee...

on 1/22/2016.  The account has been cancelled and there is no balance on this account.  The equipment has been returned and we consider this issue closed. LifeShield Security. Tom A[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.  I would like to add that I am impressed by their resolution as they went above and beyond in this case and I appreciate that GREATLY! Thank you very much.
Regards,
[redacted]

False advertising, my questions about same were ducked by a Latin female with a great amount of hostility. These calls are recorded. I called to get a different person with my questions. This gentleman knew I had just called, he confirmed calls are recorded. As I told him about the question and hostility he transferred me to a supervisor. After 10 minutes on hold the "supervisor", also with a Latin accent, rudely denied any calls are recorded. Obviously these people are a low cost call center owned by AT&T, notorious for low-paid salespeople. The issue was their website claiming I could watch live video in my home using a package with NO CAMERAS ! After the false website claim followed by a dishonest supervisor I wouldn't use their product and especially their monitoring service even if they GAVE it to me !

Hello,Upon her Revdex.com complaint, we reached out to Ms. [redacted] and a conference call was scheduled for Ms. [redacted] to listen to the point of sale call for 07/07/2015. A resolution will accordingly be provided after the conference call on 07/07.Thank you,LifeShield Security

I just wanted to provide you with an update regarding the complaint ID # [redacted]. Upon our response, [redacted] called in and stated she would like to keep the system. For the issues she has had, she was given 2 months of free service and she was refunded one month of monthly...

monitoring fee. One of our customer representatives will be reaching out to the customer again to resolve the issues. We, therefore consider this complaint resolved. Thank you very much,Cansu

[redacted]We apologize if there was any misunderstanding at point of sale, unfortunately due to compliance standards, the call is no longer available.  There was a welcome call that was made to you on 1/12/2013 in which all of the terms were gone over and agreed to by your husband....

 A copy of the agreement that was signed electronically has been provided to you.The total bill for your system at time of purchase was $199.93.  Your Gold Kit was discounted to $0, a savings of $1,237.96.  You purchase charges were as follows: an additional motion detector @ $59.99, initial monitoring and services fees of $119.94 and $20 for shipping.   Highlighted below on the order also states the term for professional monitoring is 63 months.  RegardsLifeShield Security

[redacted]We will honor your request to cancel this account with no termination fee.  Any past due amount on your account will be cleared.  You do not need to return the system.  You will receive a confirmation of cancellation email.  Thank you for having used LifeShield Security...

for your homes protection.. LifeShield Security

[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.  Can I please get an email or written confirmation that my account has been canceled?
Regards,
[redacted]

[redacted] called in with a request to cancel his account on 04/07 when he was offered to troubleshoot his system. However [redacted] stated he did not want to troubleshoot and just wanted to cancel his service. For customer satisfaction, the customer was also offered $10 off his monthly bill for the...

next 24 months which he initially declined. He was then advised that if he refuses to troubleshoot there would be an early termination fee for cancellation. [redacted] then accepted the $10 off for 24 months offer.[redacted] called in the same day about the issue with his front door sensor. To resolve this issue, LifeShield sent a replacement sensor to the customer to resolve the sensor issue.Other than the sensor issue [redacted] has had, his system seems to be operating properly.We hope [redacted]'s issues will be resolved with this new sensor and he will be fully satisfied with his LifeShield System.If the issue persists and there is no resolution available for this customer, the agreement can be terminated with no further charges due.

------- Forwarded message ----------From: A[redacted], Thomas A<[redacted].com>Date: Mon, Apr 4, 2016 at 4:44 PMSubject: Revdex.com complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>We have researched this account and agree that customer has had numerous recurring...

issues.  We will cancel the account with no early termination fee.  We will also be closing the outstanding bills for Jan, Feb and Mar of 2016.  Customer will receive email with cancellation confirmation and another email from UPS for the return label to send the equipment back.  We do apologize for the inconvenience. LifeShield Security

[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: they charged me for service for a year before crediting me for the 3 months .
I gave them a new credit card number because they told me they would send me a new power supply for my system. Then after I gave them a card number they told me they don't sell of supply parts and wanted to sell me a new system.
They show 1 alarm event in 2 years ? doesn't that seem a little low.
I have 2 years of emails they have sent me including alarm events and the police nor myself have ever gotten a call.
there were 4 events on 4-19-14 alone 07:44 and 08:24 pm different doors opened motion detectors going off and they made a phone call they sent me an email ?
So if my wifes getting murdered while I am traveling. WHAT I can read about it when I check my email then forwarded it to the police ?
how about how long its been since my alarm was set? that's because I had to hire a real alarm company and don't have theres anymore.
yet they still want paid ?
Regards,
[redacted]

Hello,
Due to connectivity issues [redacted] was experiencing, he was sent a replacement base on 12/23/2014. His camera issues were not related to the product, and, on 02/12/2015 he was sent a new camera. His system should be functioning properly and his cameras should be working....

We will be more than happy to assist our customer with anything he might need in the future.