LifeShield

Hi [redacted], I responded to the complaint by  Narciso Holguin on 05/05 by advising that the original sales call would be pulled and listened in order to val[redacted]te his claim that he was given misinformation at point of sale.We listened to the original sales call yesterday and [redacted]’s claim is valid. The sales agent gave misinformation to the customer saying that his bill would total $43.00 per month, for both video and security services combined. This agent was terminated due to this behavior.We have canceled [redacted]’s account with no further charges due and refunded him two months of monthly monitoring fee that he has paid so far, a total of $81.64.We apologize for this big mistake and would let [redacted] know that this is not indicative of how we do business. We are appalled by this misdirection by the former sales agent as much as he is. Thanks,[redacted]

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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]

We reached out to [redacted] to troubleshoot her tablet and discuss the refund she did not receive due to her credit card being canceled at the time. [redacted] advised that her husband is getting deployed for military, and she now wants to cancel since she can not have the system on base. We advised [redacted] to email us the deployment order. Once we receive the deployment order, the account can be canceled with no early termination fee.

[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: We have agreed to Troubleshoot several times with Tech support and nothing was resolved (they should have each call on record, not just the ONE call). There have been numerous calls complaining about it and I have tried working with Troubleshooting - so it is not as if we refused altogether.  We have received the new sensor for the front door and have used it a couple of times without the alarm going off.  We have tried to make the best of the situation by working with Lifeshield and giving them a chance to fix the issue, but the issue has yet to be resolved.  The alarm system still does not work properly.
Regards,
[redacted]

LifeShield has revisited the sales call for this account. 
No less than 4 times the sales representative told them the rates and that they
were for a 3 or 5 year...

agreement.  Both husband and wife were on the call
and when they decided to purchase they both agreed that they wanted to go with
the 3 year agreement.  There was no mention on this call that it was a “no
commitment” agreement.  Below are the terms regarding payment and early
termination of the signed agreement.
 
ORDER
# : [redacted]
CONTRACT # : 146656
1.
Payments; Term. Our
service fees (“Service Fees”) under this Contract are based on your agreement
to receive
and pay for the services for a full
Thirty-Six (36) month term. If you receive any discount as a result of purchasing
a
LifeShield bundled offering, and if you cancel prior to the expiration of the
term of this contract, then you
acknowledge
and agree that you are obligated to reimburse us for any and all such
discounts. After the initial Thirty-
Six
(36) month term of this Contract, to the extent permitted by applicable law,
this Contract will automatically renew
from
year-to-year unless you provide us written notice of termination at least sixty
(60) days prior to the end of the
term.
In the event that applicable law does not allow for such year-to-year renewal
for any reason whatsoever, this
Contract
will automatically renew for the maximum successive period of time allowed by
such applicable law. You
agree
to pay to us our Service Fees for Monitoring Services and any Additional
Services you select (“Services”), any
activation
or other fees, plus applicable tax, in advance. We may impose a one-time late
charge on each payment that
is
more than ten days past due, which shall be the lesser of $5.00 or the highest
amount permitted by law. We may
impose
returned check charges of the greater of $25.00 or 5% of the amount of the
returned check. The Initial Term
will
start on the date this Contract is signed (the “Effective Date”). You consent
and authorize us to (i) obtain a noninvestigative
consumer
report about you from a consumer reporting agency at any time during the term,
(ii) report
your
payment performance under this Contract to credit reporting agencies; (iii)
obtain and transmit your name,
address
and social security number to our affiliates and credit reporting agencies for
purposes of verifying your credit
history
and rating, and (iv) record our telephone conversations with you and users of
your Alarm System (“System”)
for
verification and quality control purposes.
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. FOR CANCELLATIONS IN A RENEWAL TERM, THE
CANCELLATION
FEE IS THE LESSER OF (x) $200, OR (y) THE AMOUNTS YOU WOULD HAVE PAID
THROUGH
THE REMAINING PORTION OF THE RENEWAL TERM. THE CANCELLATION FEE IS
PRESUMED
TO BE THE AMOUNT OF DAMAGE WE SUSTAIN BY YOUR BREACH OF THIS
CONTRACT,
AS IT WOULD BE IMPRACTICABLE OR EXTREMELY DIFFICULT TO FIX THE
ACTUAL DAMAGE.

[redacted]We have reviewed your account and here are the findings.12/23/2013  -  [redacted] called to activate the system.12/30/2013  -  [redacted] called to check the status of her [redacted].  She thought she was also receiving a second console....

 LifeShield listened to sales call and she was not promised a second console.  The [redacted] is actually the second console.1/6/2014  -  [redacted] called to dispute second console was not mentioned.  When customer was told the cost of the second console, she wanted to cancel.  In the interest of customer satisfaction, LifeShield provided a second console at no cost.2/21/2014  -  [redacted] called and stated that she did not use the system and would like to cancel. She was provided with the early termination fee of $1148.67.  She stated that she would call the Revdex.com.7/21/2014  -  Customer called to reset the username and password.8/31/2015  -  [redacted] called stating she had purchased an [redacted] system.  Wanted to know if her LifeShield account could be cancelled since [redacted] has purchased [redacted].  She was advised that she is still in a contract with LifeShield until 11/2016.  Early termination fee is $629.86.Customer is still in a contract.  We are willing to lower the early termination fee to $9 per 14 remaining month for a total of $126.  This is a discount of over $500.We will have one of our specialists reach out to make this offer.RegardsLifeShield Security

Hello,Mr. ** was clearly promised that he could cancel his service without having to pay the early termination fee through Revdex.com channel and this has to be honored. Upon receiving Mr. **'s rejection, his account was reviewed and the early termination fee of $69.96 that was charged on his account on 03/19 was refunded. We apologize for this mistake and hope that Mr. ** is satisfied with our resolution.

This customer account was canceled on 5/22.  Customer called in to check on refund on 6/18.  She was told it would be refunded. Customer called back on 7/1 and still has not received her refund. ...

Refund was processed on (7/1) but unfortunately refund attempts could not go through because customer had cancelled her debit card associated with account. LifeShield has created a check request in the full amount owed to client and request has been made noted to be expedited.

Hello,[redacted] is in a legally binding agreement which he signed on 10/3/2012. On 10/02/2014, a copy of his agreement was initially emailed to the customer per his claim that he did not sign an agreement. 
[redacted] called LifeShield with a cancellation request on...

03/13/2015 stating he no longer needs the service. Our agent advised [redacted] the terms of his agreement and emailed a copy of his agreement for a second time.The link in the email our customers receive with instructions to sign their agreement clearly states the words "sign your agreement" and customers electronically sign their agreements by typing their name. Customers cannot go live monitored with an unsigned agreement. Unfortunately [redacted] is in a legally enforceable agreement and he does not have valid reasons to cancel his service with no early termination fee.

--------- Forwarded message ----------
sans-serif;">From: A[redacted], Thomas A<[redacted]>Date: Fri, Aug 21, 2015 at 8:32 AMSubject: Complaint ID: [redacted]To: "[redacted]" <[redacted]>Cc: "C[redacted], John J" <[redacted]>
Mr. [redacted]
 
One of our specialists is reaching out to you to go over the issues you have encountered and to discuss resolution, including cancellation.  We regret any inconvenience this has caused.
 
Regards
 
LifeShield Security

[redacted]We have reviewed your account history.  Although the sales representative did not suggest you check with your current provider, it is realistically your responsibility to know if your current system requires a payment to terminate the contract.  Everyone overlooks things....

 We would like you to consider us at such time your are ready to look for a new security system in the future.  We will be cancelling your account and there will be no early cancellation fee assessed.   One of our specialists will be reaching out to you to confirm cancellation and explain returning the equipment.RegardsLifeShield Security

Customer purchased on 10/17/2013.  He had 30 days to schedule an install before being locked into the contract.  We sent reminder correspondence at least two times informing him that he needed to activate/install his...

system.  Had he called before the end of January, we could have installed for him.  Unfortunately due to new state licensing requirements, LifeShield could no longer offer installation services in New York.  
In the interest of customer goodwill, we will release him from his contract. He will receive an RMA number via email and needs to return the system for refund.  
REFUND: Customer will receive a full refund minus shipping charges. Monthly charges will be refunded to his credit card for the last 3 months (3 months @ $39.99).  All other monies, $54.99 ($74.99 minus $20 shipping) and 2 months monitoring @ $39.99 ($79.98) will be refunded via check.

Hello, The only issue Ms. [redacted] is currently having appears to be her cameras, which both have been disconnected since December. She has not contacted technical support to troubleshoot the cameras and the last conversation she had with the technical issues was 12/16. She also spoke to a customer representative in on 02/16 about the 3 month credit and $10 reduction off of her bill but she had to go and we haven't received a call back from Ms. [redacted] to get her issues resolved.Even though Ms. [redacted] currently does not have valid reasons to cancel her service, we would like to offer her a resolution to keep our customer satisfied. Ms. [redacted]'s current early termination fee is $480.00 and she has a past due balance of $192.57. Once we collect the past due balance of $192.57, Ms. [redacted] can be let out of the agreement by paying 50% of her current early termination fee, which will be $240.00. Once she accepts our offer, Ms. [redacted] should LifeShield to proceed with the cancellation of her service. Thank you.

[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:
Thank You so much Revdex.com! You guys always ensure that situations are handled the way they are supposed to especially when they try to take advantage of us poor, powerless consumers.Life Shield finally called me back a little after you sent this message to me and they cancelled everything. They told me that I am not liable for any payment and Finally resolved the issue. THANK YOU SO MUCH!!!
I recorded the call as proof and I would have just sent over the confirmation email that the supervisor promised he would send but it has not come yet. Attached is the call if you need it for your records.
Have a wonderful day!!!
Regards,
[redacted]

Customers account was cancelled on 1/7/16 with no early termination fee.  Return merchandise authorization and return label have been provided to the customer.

Upon [redacted]'s rejection, her account was escalated to our engineering department for further investigation. The findings of the engineering department indicate that there was no unauthorized access to the customer’s account from LifeShield's end. Each change was made either by the customer (or another party who had access to the account) , or by the customer representative upon the customer’s request.For the customer's configuration being deleted, during troubleshooting, the numerous double and triple beeps caused the base configuration to be wiped. This was a result of the various techniques on 5/29, during troubleshooting by the agent. LifeShield agreed to refund [redacted] the month of May as a one-time courtesy for the inconvenience caused by the inadvertent configuration wipe. Therefore, we refunded [redacted] for the month of May on 06/12 and we apologize for the inconvenience.Below is the findings of the engineering department showing that each successful login to the customer's account was done through the account by using the correct credentials, as well as explaining that the configuration on the account was inadvertently wiped during troubleshooting. Below is a timeline of the events and relevant calls from the customer and their interaction with support.3-3-15 - Claimed system was "acting funny" and was told it was because they had a past due for balance by representative S.C. Customer requested a supervisor and spoke to J.S. Supervisor J.S determined the issue was that the customer locked their account because of invalid login attempts. Customer call dropped. The customer called back and said that they were able to log in.4-20-15 - Customer said an acquaintance hacked her online account and changed their username and password. Wanted to change it and delete the acquaintance from contacts.The account was logged on 4/19/15 at 13:34 on the Web Portal and the username was changed4/19/2015 13:34                Config Change   POST: /v5/subscriber/2038262020/system/username by customer4/19/2015 13:34                Config Change   POST: /v5/subscriber/2038262020/system/username by customer4/19/2015 13:33                IBP Engineering Data      PushLogin Username: [redacted]4/19/2015 13:33                IBP Engineering Data      PushLogin Username: [redacted]4/19/2015 13:33                IBP Engineering Data      PushLogin client Web Portal version 1.7.14/19/2015 13:33                IBP Engineering Data      PushLogin client Web Portal version 1.7.1Agent Y. helped her by changing the username and password. From the logs it was the correct username and password over Web Portal.5-28-15 Customer emailed claiming the customer's account was hijacked. Customer informed the representative that the acquaintance is a computer programmer and can always find out their passwords.On 5/2/15 at 13:23 the customer had their password changed over Web Portal5/2/2015 13:23  Config Change   POST: /v5/subscriber/2038262020/system/password by customer5/2/2015 13:23  Config Change   POST: /v5/subscriber/2038262020/system/password by customer5/2/2015 13:22  IBP Engineering Data      PushLogin Username: [redacted]5/2/2015 13:22  IBP Engineering Data      PushLogin Username: [redacted]5/2/2015 13:22  IBP Engineering Data      PushLogin client Web Portal version 1.8.25/2/2015 13:22  IBP Engineering Data      PushLogin client Web Portal version 1.8.25-29-15Reset the password and walked the customer through changing the password. Stated the customer's network keeps redirecting the customer to another web page for DIRECTV. Double beeped base again. CSR C.M. changed the username and password per the customer's request.5/29/2015 12:24                Config Change   changeAccountPassword by [redacted]5/29/2015 12:24                Config Change   changeAccountPassword by [redacted]5/29/2015 12:23                Config Change   updateUsername by [redacted]5/29/2015 12:23                Config Change   updateUsername by [redacted]5/29/2015 12:23                Config Change   changeUsernamePage by [redacted]5/29/2015 12:23                Config Change   changeUsernamePage by [redacted]6-1-15 Customer called again stating the entire account had been hacked, and the secret question changed.The secret question/answer on the account remained the same until 6/2 when it was changed. The secret question on the had been the same one since 11/19/14 until 6/2 when it was changed.6/2/2015 11:57  Config Change   POST: /v5/subscriber/2038262020/system/secretquestion by customer6/2/2015 11:57  Config Change   POST: /v5/subscriber/2038262020/system/secretquestion by customer6-2-15 A.L. from engineering deparment received the email that it would not connect and noted it was online. B.P. loaded their old sensor configuration as requested.During troubleshooting, the numerous double and triple beeps caused the base configuration to be wiped. This was a result of the various techniques on 5/29.LifeShield do not and cannot erase account history or server logs for any customer. Each login that was successful was done through her account using the correct credentials.

Your account has been cancelled and there was no early termination fee assessed.  You have been issued a Return Merchandise Authorization  for the return of the equipment.  Please return the equipment within 20 days.

[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.   Furthermore I am impressed by the way they handled the situation. Thank you so much for your help! 
Regards,
[redacted]

Hello,Upon our customer's complaint, LifeShield reviewed the account and confirmed that a permit is not needed for [redacted] to become live monitored. The account was made live monitored and one month of service was refunded due to the delay in being live monitored. [redacted] was contacted...

regarding the refund as well as the base sound and he stated he would still like to cancel if the base sound cannot be increased. Today, (06/04) one of our service representatives tried reaching out to [redacted] to troubleshoot regarding the base sound. However, a voice mail was left. [redacted] is going to be contacted to help resolve the base sound issue. If there is no resolution for this issue, LifeShield agrees to terminate the agreement with no further charges due.

Hello,Upon [redacted]'s rejection to LifeShield's response, the call in question was reviewed by our Quality Assurance department. The customer service representative did ask [redacted] what password she was trying to implement in order to help her change her password and login to the web portal. The representative was not insistent or forceful about finding out what [redacted]'s intended password was. [redacted] had the option of not disclosing her intended password, which she did so. As the supervisor whom [redacted] spoke with stated, our customer representatives change customer passwords only if the customer wishes and requests so. Therefore, there is no requirement for customers to disclose their passwords on the phone.Our customers can be confident that all personal information is encrypted. LifeShield knows how critical it is to keep customer information safe has the highest levels of security, encryption and firewalls when it comes to online security.Unfortunately, giving customers the option to terminate their agreement early in advance is not a practice followed by LifeShield. Should [redacted] have concerns or issues about the product or service in general in the future, those concerns or issues are to be addressed at the time in the best way possible. Circumstances under which customers can terminate their agreements without early termination fee are listed on [redacted]'s agreement, section 20(A). Our desired resolution with [redacted] is to regain her confidence in our security measures and keep her and her home safe. Sincerely,LifeShield Security