LifeShield

------- Forwarded message ----------From: A***, Thomas A Date: Wed, Aug 19, at
8:AMSubject: Complaint ID: *** *** *** ***To: "***" Cc: "*** *** *"
Mr***
LifeShield is honoring your request to cancel. There will be no cancellation fee and you will be refunded any fees paid to date. One of our specialists will be reaching out today to confirm cancellation and inform you how to return the equipment
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** And *** ***

Hello,
Per *** ***'s complaint, we have listened to the sales call*** *** was never told that we had professional installation available in his areaLifeShield has never had professional installation in TexasOur system is a user-friendly system which is pretty easy to
self-installIf he chooses to stay with us, our team will be more than happy to walk him through self installation on the phoneWe also have setup videos available for our customers on our websiteUnfortunately, no refund is due in this case

*** ***We have attempted several times to contact you about this situation You signed a month agreement with LifeShield The end of agreement date is 8/24/ We cancelled your account on 7/20/and waived your last payments We have no record any calls after
Feb We have responded to your *** complaints and asked you to call in You have been given direct numbers to management In Feb you had a billing issue which was an error on our end and was cleared You even stated in the email you sent that you wanted to stay with LifeShield.Parent Case***StatusReadMessage Date2/8/2:PMLast Modified ByLifeshield Admin, 2/8/2:PMCreated ByLifeshield Admin, 2/8/2:PMAddress InformationFrom Address***@***.comFrom Name***To [email protected] AddressMessage ContentSubject*** *** *** *** *** Cinti OH ***HTML BodyClick here to view HTML versionText BodyI posted a note on your ** and you asked me to emailI have been a LS customer for over years and seem to be having problems since *** ** bought your companyApparently my credit card expired and LS was not able to get payment and now they wait months before notifying meI would like to stay with LS but I can't afford to pay months nowCan we reach a resolution?Thanks*** ***I have attached a copy of your agreement to this response We have never had one year agreements so I'm not sure why you are under that impression We have been collecting your monthly payments per your agreement If you had requested to cancel in Feb, there would have been an early termination fee equal to the remaining payments per your agreement With the cancellation and waiving of the last payments, we consider this account closed and this matter satisfied.RegardsLifeShield Security

Hello,*** *** has called in times requesting her password to bechanged and upon her requests her password was changed each time to a temporarypassword, allowing her to access her accountOn multiple calls, *** ***stated that an acquaintance may have been accessing
her account fraudulently bychanging her passwordWe would recommend that at the current time *** ***change her username, password and secret question and answer as well as thepassword to the email address associated with the account (if she has one).This should provide additional security to prevent anyone frombeing able to change account information.Our customers can be confident that all personal information isencrypted. LifeShield knows how critical it is to keep customerinformation safe has the highest levels of security, encryption andfirewalls when it comes to online security. In reference to the overbilling claim, wehave received payment for five months, on the 28th of each monthfrom January through May Her account is up to date and the customer willbe billed again on June 28th. We understand how frustrating the situationmust be for *** *** and hope that our recommendations will prevent any furtherissues

LifeShield has reviewed the account. We have replaced the
only piece of hardware that could cause this type of behavior. Since the
system worked from April to
June of without issue and no changes were
made to the system, it is most likely some change in signaling the ISP provider
has made. This being said, LifeShield has decided to terminate the
contract with no early termination fee for customer satisfaction reasonsWe apologize for the inconvenience caused

------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DCDate: Wed, May 20, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** ** Date: Tue, May 19, at 8:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] business has agreed to cancel. Thank you for the assistance.Sincerely,*** ***

[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 ***, and find that this resolution is satisfactory to me. Sadly it took months and a complaint to the Revdex.com to get a response. After several calls and promises that someone with some knowledge would call me back, and nobody ever doing so until I filed a complaint - that is a very poor way of doing business, as soon as we hit month with this contract ( or sooner) I will be goneI will not do business with anyone that has such a poor business ethicI run a business and if any one of my employee;s were to treat a customer like your company has treated me, I would fire them in a second.Matt did finally call me and he sent out a repeater and surprisingly the system seems to be working nowEven after moving the base within feet of the back door and that sensor still not working, now we add a repeater and it worksmakes no sense, but it is working now.Again at month you will loose a customer - that I promise you
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
The response is not totally correctI updated my credit card information back in early August but still continued to receive emails stating that my credit card could not be charged for July. I called customer support several times about this and they told me each time that my account was current and the message was in error. Finally, my security system was shut down by Life Shield for reason of non payment. No one at customer support could help with this as they also said my account was current. I asked to speak to a supervisor and was told that they were busy and would call back later that same dayI never received a call. I later learned in talking to a different customer support person that the charge for July had been manually removed from the billing system to stop the problem. I think I deserve an apology for all of the incompentence at Life Shield.Regards,*** ***

On 06/02, LifeShield agreed to cancel *** *** account with no further charges due and the account was cancelled with no early termination feeWe apologize for the inconvenience caused and hope that *** *** is satisfied with the resolution of this matter. Thank you,Cansu

----- Forwarded message ----------From: A***, THOMAS * Date: Tue, Feb 7, at 1:PMSubject: Revdex.com Complaint # ***To: "***@myRevdex.com.org" On 5/14/16, this customer was having intermittent issues with the security system connecting to the internet. He called for support but demanded that a new base unit be sent and a guarantee that it would fix his issue. Our systems are Do it yourself and troubleshooting steps need to be followed by the customer. *** *** refused to troubleshoot this issue and made unreasonable demands of our tech and supervisor. *** *** was told by the supervisor his options of troubleshooting or sending out replacement baseShe also told him if he didn't want to do either and decided to cancel she would waive the early termination fee*** *** then stated he would be contacting the Revdex.com to have them resolve the issue since we weren't.Because of the nature of the issue, without proper troubleshooting, it is impossible to tell if the issue is from the security system, the internet provider, the modem or the router. Given the reluctance to provide this troubleshooting, we could not give any guarantee that replacing the base unit would correct the problem. The account was cancelled on 5/25/and was not charged any early termination fees. RegardsLifeShield 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,We definitely understand *** ***'s frustration and concern since the alarms were triggered by the faulty sensorHowever, the reason of the dispatches was that in each event, the monitoring station was not able to contact *** *** to verify that these were false
alarmsTherefore six dispatches occurred on 04/01. The original event on 04/01/was in fact set off by the sensor being interrupted (open/close sensor) and the monitoring center had attempted to contact with no success, thus resulting in the dispatch of police officersOnce the officers were on-site, the area cleared, the monitoring station was able to "clear" the event, but the alarm was not turned off, thus resulting in the system entering a standby/panic mode which would result in the subsequent triggered events, to which the monitoring station was not able to get in contact with *** *** multiple times, thus resulting in the multiple dispatch eventsIn the event of an alarmed event, unless the system were physically disarmed and then re-armed, the system would remain in this panic status. Per the customer's contract, customer is responsible for alarm feesHowever, for customer satisfaction, *** ***'s account was credited with two months on 05/05 as a courtesy, as the system responded as was intended, to an alarmed event that was not fully disabled*** *** won't see a charge from LifeShield on her account for the months of May and June.LifeShield apologizes for any inconvenience caused and hopes that *** *** is content with the resolution

Due to ongoing system issues, LifeShield has granted the
customers wish to cancel. The account has been canceled and there is no
early cancellation fee applied to the
accountWe apologize for the inconvenience caused

Per our conversation, your account has been cancelled with no early termination fee You were also refunded the $that was charged to your account on 7/17/ You will receive no further charges from LifeShield LifeShield Security

Looking at the account, I see you called in on 5/14/and talked with one of the supervisors At that time we offered to terminate your agreement with no early termination fee You declined The offer is still valid, we will terminate your account without any additional fees
Please respond and let us know when you would like the service terminated.RegardsLifeShield Security

------- Forwarded message ----------From:
"">T***, CansuDate: Fri, Sep 12, at 5:PMSubject: *** *** complaint ID ***To: "***@myRevdex.com.org" Cc: "*** *** *" , "*** *** *"
Hello ***,
Our response to the complaint by *** *** (ID # ***):
*** ***’s problem with notifications was resolved with a firmware upgrade to the systemHis system should be functioning as it was last yearWe apologize for any inconvenience caused

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** ***The day practice period is clearly stated in your agreement This is for you to have time to get used to the system and for us to do the research for your municipalityStandard ServicescPractice Period: You agree that during the seven (7) day
Practice Period following activation of your leasedSystem we have no obligation to, and will not, notify any authorities, you, or emergency contacts if wereceive an alarm signal, even if due to an actual emergency eventOnce the online registration of Serviceshas been completed by you, you may stop this Practice Period at any time by calling us; provided, however,that if an alarm permit for the Premises is required to be filed by your local authorities (any such locationregistration of the Premises, an "Alarm Permit"), we will extend the Practice period until the Alarm Permitrequirements are fully completed.You are now monitored and we have credited you a month of service Your next bill will not be until 9/27/2015.RegardsLifeShield Security

***I'm uncertain as to why you believe your security system is not monitored I have pulled your log from the monitoring company and show that your account was taken out of monitoring on 6/21/(out of service) and restored the monitoring on 9/1/(in-service)The log is attached
In the log it also shows the communications tests that are done weekly between your system and the monitoring company. These are indicated in the comment column by “subscriber test”. There is also an email from you on 7/19/communicating with our rep Tricia where you state the system is setup but you want to leave it in move for a few more weeks Your system has been continuously monitored since 9/1/ If you need assistance with anything on the system, I can assign a specialist to assist.Although ***/*** no longer markets our system, we are still part of ***/*** We do not have service reps available for re-installation but do have excellent technicians supporting the phones.We would like to address any concerns that you have towards your system. Please let us know what a convenient time is to work at getting your system 100%.RegardsLifeShield Security*** 100%.RegardsLifeShield Securityy here