LifeShield

The alarm event [redacted] had on 04/19/2014 occurred when he was not monitored by the Central Monitoring Station since LifeShield was not provided with a permit number until 05/23/2014. 
The agreement [redacted] agreed on 09/09/2013 states:
12. Customer Duties. In addition to your other obligations
under this Contract, you must (i) instruct all persons who use the System on
its proper use; (ii) test your System’s protective devices and send test
signals at least monthly to our Center; (iii) remove all items that interfere
with alarm detection devices; (iv) replace batteries powering alarm devices as
needed; (v) notify us immediately of a problem with your System; (vi) obtain
and keep in effect all permits and licenses required for the installation and
operation of your System; (vii) pay all governmental usage fees and taxes
imposed on or in connection with your System; (viii) provide us and maintain a
complete and accurate Monitoring Information Schedule and promptly notify us in
writing of any changes to it; (ix) provide us any other emergency information
we may request; and (x) notify us prior to any change in your phone service,
including but not limited to a disconnection of your regular phone line or any
change in vendors of your digital or VoIP service. Your failure to perform
under this paragraph is a material breach of this Contract. You agree that we
may provide the information on the Monitoring Information Schedule to any
governmental authority having jurisdiction over us or your System. LOCAL AUTHORITIES MAY NOT
RESPOND TO ALARM NOTIFICATIONS FROM, AND MAY LEVY FINES FOR DISPATCH TO,
UNPERMITTED OR UNLICENSED PREMISES. THEREFORE WE MAY NOT MONITOR YOUR SYSTEM OR
DISPATCH EMERGENCY RESPONSE PERSONNEL UNTIL YOU HAVE OBTAINED AT YOUR EXPENSE
ALL NECESSARY PERMITS AND LICENSES, AND PROVIDED US WITH THE LICENSE OR PERMIT
NUMBER.

[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]

[redacted]You have been contacted by one of our specialist and we have agreed to cancel your account with no early cancellation fee.  You should have received an email for cancellation confirmation and directions for returning the equipment.RegardsLifeShield Security

A check request for this customer was submitted on 7/25.  LifeShield has also left a message for [redacted] requesting a good delivery address and phone number for [redacted]. 
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LifeShield will [redacted] the check to the customer as soon as we receive it and confirm address for receipt.

[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:
Thank you very much again for the wonderful staff at Revdex.com. Without their assistance, I don't think that the issue was never resolved in my favor.
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 received the refund on the cancellation fee.  I hope that LifeShield improve their Customer Service procedure. Again, I have never heard back from the company on the complaint I directly filed to LifeShield's Customer Service department. If I heard from the company, I would have not submitted complaints to Revdex.com... I am sorry to say but much damage has already done on LifeShield's reputation. A simple phone call or email might have been sufficient to satisfy a customer... A bad review on such reputable site, like Revdex.com, really hurts business...
Regards,
[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. 
Regards,
[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 received a voicemail that the my request for context to be cancelled was accepted however I have not received anything in writing from the company  in response to my complaint made against the business in reference to complaint ID [redacted], and find that this resolution is someone what satisfactory to me. 
Regards,
[redacted]

--------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jan 6, 2015 at 4:18 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Jan 5, 2015 at 12:29 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] You for your response to Complaint ID [redacted].  I forgot to put in my complaint that some of the dates in my complaint were approximate.  I know the date I bought the service and the most recent couple of telephone conversations.  The dates for the false alarms and the failure to call dates are just guesses so that I could complete your on line form.Thanks

[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:
LifeShield acknowledged that they had made a mistake, I even had them on the phone in a three way with the new home owner. They said they'd fix the problem ASAP but failed to do so. LifeShield has since contacted me the day Revdex.com contacted them and has fixed the problem By canceling my contract. So lifeguard is still in bad standing by lying and covering up the mistake. 
Regards,
[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. 
Regards,
[redacted]

Hello,Due to the issues [redacted] was experiencing, as of 07/01/2015, his account was canceled with no further charges due and he was refunded for the first month's payment. Instructions to send the equipment back has been sent to the customer. We apologizefor the inconvenience caused and...

hope that [redacted] is satisfied with the resolution.

For the permit issues [redacted] experienced, [redacted]'s 3 past due payments were closed for customer satisfaction. He was happy with the resolution and he provided LifeShield with new billing information for further payments on 05/2014. 
Central Monitoring Station's records show that...

he had an alarm event on 08/10/2014 at 07:20:18pm. The phone number on file was dialed and the answering machine was reached at 07:21pm. Please note that the monitoring station never leaves voice messages. In the meantime, at 07:20:55pm, the alarm was canceled by the user. When a valid cancel is received by the monitoring station, no dispatch occurs. [redacted]'s system is working properly and his account is monitored. Unfortunately, no refund is due in this case.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Lifeshield may have corrected the fact I am looking into someone else home. The cameras stopped working all together and there wasn't a way for my family could see I needed emergency help for over 3 hours. I had additional surgery because medical help wasn't given in a timely manner. I have to go to rehabilitation to learn simply how to walk again.  My family has tried for the past 3 weeks to connect 2 cameras without success. There aren't any supervisor that can make decisions so the reps transferred customers to voicemail without any response. 
Regards,
[redacted]

Per customer request, the account was cancelled with no early termination.  Cancellation confirmation  and Return Merchandise Authorization / return instructions for equipment were provided.

Mr. [redacted]
We have researched your account.  Your account was activated on 2/28/2015.  Your account was monitored on 4/30/2015.  We have attached the monitoring center log From 4/5/2015 to 4/1/2016 to this response.  Every week a signal test...

is run from your system to the monitoring company.  These are evidenced by the entries logged as subscriber test.
5/3/2015 23:56 E601 LOG 0 0 2,CID,E601,(0),Task:3301 zone: 0, SUBSCRIBER TEST
As you scroll down the log, you will see that you system successfully communicated with the monitoring center every week.  On the date in question for the alarm going off, the signal went trough, the monitoring center attempted to call you with no answer and then dispatched the police.
 
12/24/2015 8:08 5 Burg (R) PR-PD-CL-PD 0 1,CID,E130,Task:3301 SLIDING DOOR
12/24/2015 8:08 2 Burg (R) PR-PD-CL-PD 0 1,CID,E130,Task:3301 CARPORT DOOR
12/24/2015 8:08 Alarm Accessed
12/24/2015 8:08 Dialed Number Premise ###-###-####
12/24/2015 8:08 Ans Machine - No Message Left Premise ###-###-####
12/24/2015 8:08 Dialed Number Premise ###-###-####
12/24/2015 8:09 Ans Machine - No Message Left Premise ###-###-####
12/24/2015 8:09 Dialed Number NC-STATESVILLE PD ###-###-####
12/24/2015 8:09 Call Authorities NC-STATESVILLE PD ###-###-####
12/24/2015 8:10 Dispatch Police op 2400
12/24/2015 8:10 Multiple Burgs Dispatched
12/24/2015 8:10 Notify Auth of Responder nonr
12/24/2015 8:10 [redacted] Full Clear [redacted] Full Clear
Your system has been monitored and we have provided the services, therefore there is no refund due.
 
Regards
LifeShield Security

[redacted] 
LifeShield will not hold you to your 5 year agreement.  We will terminate your agreement once the 3 year commitment is fulfilled.  Your agreement start date was 10/23/2012.  Your billing date is the first of every month.  You last payment to...

fulfill this agreement will be 10/1/2015.  Your account is currently 2 payments in arrears.  These are owed for 8/1 and 9/1 billing cycles.  You have paid for 33 months to date.  As soon as the last 3 months are paid, this account can be cancelled.RegardsLifeShield Security

-------- Forwarded message ----------
sans-serif;">From: A[redacted], Thomas A<[redacted]>Date: Wed, Aug 19, 2015 at 8:53 AMSubject: Complaint ID: [redacted]To: "[redacted]" <[redacted]>Cc: "C[redacted], John J" <[redacted]>
Mr. [redacted]
 
LifeShield has reviewed all of the issues that you have stated and will grant the request to be released from your contract.  There will be no early cancellation fee.  One of our specialists will be in contact with you to confirm cancellation and provide the information for returning the system.  Our apologies for any inconvenience.
 
Regards
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 provided that there is no early termination contract fee as originally noted of $524.00. All security equipment provided to me by Lifeshield has been returned in the original packaging per their request via [redacted] on January 15, 2015. Thank you for your assistance. This was the only notice in writing that the early termination fee would be waived.  
Regards,
[redacted]

LifeShield has looked at this customer’s account and listened to the calls.  We have also...

reached out to the customer to confirm some things. LifeShield has agreed to cancel the account as requested as we feel this is the best resolution for this case.
 
Lifeshield has spoken with the customer and the customer is satisfied with this outcome.