LifeShield

[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 ----------
sans-serif;">From: T[redacted], Cansu<[redacted]@directv.com>Date: Wed, Feb 11, 2015 at 2:43 PMSubject: Response to Complaint by [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
Hello [redacted],
 
Below is our response to the closed complaint filed by [redacted] on 11/05/2014:
Complaint ID # [redacted]
 
“Due to the connectivity issues our customers was having, her account was canceled with no further charges due and her past due balances were waived. We apologize for any inconvenience caused by the system issues.”

[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: The business, Lifeshield security, did not address the main issue in their response.  They did not admit that at 8AM, they turned on a loud alarm on our security system in order to collect a $30 fee that was due for August. The alarm woke us up and scared us, because we did not know why the alarm was going off.  We could not turn off the alarm.  Lifeshield left the alarm on until I called and paid them a $30 fee for August. Lifeshield did not try to call me on the phone before they used our security system to scare us and disrupt the peace of our home.  If they had called me, I would have immediately corrected the expiration date on the [redacted] card.  In fact, before they used our security system against us, I had already logged into my account and corrected the expiration date.I believe their abuse of our security system was an illegal tactic to collect a debt.  I want a statement from Lifeshield saying they will not use this outrageous extortion tactic on other customers.
Regards,
[redacted]

Hello,For the sensor issues our customer has had, LifeShield scheduled a service call for [redacted] for 06/14. We hope the issues are resolved with the service call and our customer is happy going forward. We also added the invoice number from permit to the customer's file. We are more than happy to help [redacted] in the future with anything he might need assistance with about his LifeShield system.

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. 
Thank you very much for your help in this matter.
Regards,
[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.  Thank you to all parties for getting this resolved.
Regards,
[redacted]

--------- Forwarded message ----------From: A[redacted], Thomas A<[redacted].com>Date: Mon, Apr 4, 2016 at 5:52 PMSubject: Revdex.com complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Customer worked with technical support and was sent a repeater to help with signal...

strength to sensors.  Base was also moved away from the PC which was causing signal interference.  No further sensor issues have been seen since install of repeater. LifeShield Security Tom A[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:
Contrary to what they said, I was "persuaded" to install myself because it is suppose to be so easy.  The guy did tell me, after I tried to install myself and I still needed installation, it was available.
The equipment has been in the box since I purchased it, money being wasted.
Regards,
[redacted]

[redacted],  I apologize for the frustration you have experience trying to cancel your account.  Your account has now been cancelled.  Your account was owned by one of our partners and this situation will be addressed with them.    LifeShield Security

-------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Sep 12, 2014 at 5:07...

PM
Subject: [redacted]) complaint ID [redacted]
To: "[redacted]" <[redacted]>
Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>
Hello [redacted],
 
Our response to the complaint by [redacted]) (ID # [redacted]):
 
This customer cancelled the account on 6/2/14 and paid an early termination fee of $69.96.  She was leasing the equipment and refused to send it back.  Below is a copy of her order.  The 2 pieces she paid for were the glass break detector and additional keychain remote. Even though the leased equipment has never been returned, we consider this issue resolved. There are no additional fees or charges.
 
 
Order #[redacted] - Order Date: 8/9/2011






Billing Address


Shipping Address


Name:



[redacted]


Name:



[redacted]


Company:


[redacted]


Company:



Phone:


###-###-####


Phone:



Address:


[redacted]


Address:


[redacted]







[redacted]



[redacted]



**



**






Payment Method: Credit Card (Authorize.Net)
Transaction ID: [redacted]
Authorization Code: [redacted]




Qty


SKU


Description


Unit Price


Price


Status


1


[redacted]


Home Essential Kit - LTM 3Y

QTY


SKU


Description


1


[redacted]


Console


1


[redacted]


Keychain Remote


1


[redacted]


Kit Base


1


[redacted]


Motion Sensor


1


[redacted]


Fire Safety Sensor


3


[redacted]


Slim Door & Window Sensor


2


[redacted]


LifeShield Window Sticker


1


[redacted]


LifeShield Exterior Yard Sign



$877.97


$877.97


Shipped



Options:


Activation: Activation Fee: $49.99




$49.99


$49.99




Options:


Contract / Monitoring Plan: Prof. Monitoring (3 Yr, $29.99/mo, $15.99/mo Intro 3 mos,$4.99/mo Lease)




$-877.97


$-877.97






1


HL75853


Glass Break Sensor


$105.99


$105.99


Shipped


1


[redacted]


Keychain Remote


$29.99


$29.99


Shipped



Subtotal:


$185.97




Certificate/Discount Code:Deferred Activation $49.99 (DFRACT49)


-$49.99




Shipping:Ground


$20.00




Tax:


$0.00




Total:


$155.98





Payment Status: Paid



This order has been processed


Date Processed: 8/10/2011





This order has been shipped


Shipped To:


[redacted]



[redacted]


[redacted]


**



Shipment Information:


Date shipped: 8/10/2011


Shipped Via: Ground


Tracking No.:[redacted]


View Contents >>



Product Name


Qty


Home Essential Kit - LTM 3Y


1


Glass Break Sensor


1


Keychain Remote


1






Number of Packages: 1

Hello,
Even though we stated the reduction in a dollar amount in our previous message, Ms. [redacted] claims we did not offer her a discount in a certain dollar amount. We will be more than happy to offer her $10.00 (ten dollars) off her monthly monitoring fee for each of her home security systems.
You can find our previous message copied below. We are hoping Ms. [redacted] will accept our offer and contact us regarding this issue.
Our previous message:
"Hello,
Our customer representative offered Ms. [redacted] to lower each of her systems' monthly bills by $10 (which is a 25% reduction in total). However, we were not able to get a hold of Ms. [redacted] and she did not return our call. We will be more than happy to offer her this reduction to her again when she contacts us."

[redacted]We apologize for the oversight.  Your checks were not being posted to your account.  This has been rectified and your are up to date with payments.  Your next bill is due on 8/23/2015.RegardsLifeShield Security

LifeShield contacted its engineering department to verify the problem. The solution to this customer's issue was to significantly reduce camera session time therefore eliminating the possibility of getting into...

someone else’s camera.  LifeShield's engineering has tested this issue repeatedly for over a week and have not been able to reproduce the issue since the change.  A LifeShield customer service representative has reached out to the customer and left her a message stating the issue has been resolved, as wells his direct number for her to call him back if she wants to discuss further.
LifeShield also offered to let customer out of contract as a courtesy if customer was unhappy and wanted to go elsewhere. Customer declined this offer.
We consider this issue closed.

LifeShield has cancelled this customer's account and the payment of $39.98 has been refunded to the customer. There will be no more charges to this debit account.

[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 ----------From: A[redacted], Thomas *<[redacted]@directv.com>Date: Mon, Jan 11, 2016 at 11:36 AMSubject: [redacted] and [redacted] Complaint ID: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted] and [redacted] Per our discussion today, your...

account has been cancelled with no early termination fee.  A confirmation email has been sent.  The return merchandise authorization has been created and sent to you along with the return label.  In addition, the 4 months of payments have been refunded.  Please let us know if you have any issues with this resolution. RegardsLifeShield Security Tom A[redacted]Langhorne, PA 19047Phone - ###-###-#### FAX - ###-###-####[redacted]@directv.com

Hello,Upon the customer's initial complaint, the original call was pulled and listened. In the call, customer was told to write to the contract review board about the request, however, nothing was guaranteed to cancel or stated that the customer could definitely cancel without an early...

termination fee when the customer's company provides home security services. Regarding the early termination fee, the customer was told that it would be less with a shorter term length. The customer's call back request was fulfilled, however, a voice mail was left for the customer on 02/27. When LifeShield received a call from the customer on 04/06, the customer was advised the call details. The customer was offered $10 off of his monthly bill for 24 months for customer satisfaction which he declined. Unfortunately, Mr. Flowers is not eligible to cancel his service without the early termination fee.

The check has now been recevied. I had to drive to a location to pick it up due to the fact that they mailed it to an incorrect address.

This customer came to LifeShield through [redacted] so we at corporate were unaware of the issue. LifeShield will refund this customer the $200 charge. It may take 3-5 business days to appear on the customer's card. We have also called the customer to inform her of the refund but got a voice mail...

message. We will try again to let her know her request was approved.
LifeShield now consider this case resolved and sincerely apologizes for the frustration this caused the customer.

[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 will be sending the money order today.
Regards,
[redacted]