LifeShield

The details of the sales call is as follows:
At minute 15:*** *** was explained that our system was designed for a self-install
Then our sales agent explained what the self-sprocess isHe further went on to explain that the base and keypad are plugged into the wall and the sensors go on
with 3MM adhesive tape
It was not stated anywhere on the call that LifeShield would send someone to install the systemOur agent compared another security system provider to LifeShield whose system needs to be installed professionally, but ours, he explained is wireless and made for self-set-upPer the details of the sales call, we consider *** ***'s claim invalid.
Thank you

--------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DCDate: Mon, Aug 17, at 10:AMSubject: Fwd: ID *** updateTo: *** *** ---------- Forwarded message ----------From: Rachel K*** Date: Mon, Aug 17, at 10:AMSubject: ID *** updateTo: "[email protected]"
Revdex.com,
Last Wednesday I had not heard back from Lifeshield as they had promised, so I called them againI have been pretty polite until this point but on this day they told me that they only way to get out of my contract would be to sign a new contract with their other company protection one, or to upgrade my equipment with lifeshield and to do that I would have to sign a new contractThey said if I didn’t do this I would have to pay the early termination fee for my old system even though it no longer worked. I informed them that they could not do this and that the contract was void because the product they sold me and the product that we contracted for was obsoleteI told them a lawyer would tear apart their contract in seconds and hung up the phone
Wednesday evening I had a voicemail from a gentleman who called himself the customer advocate and said he saw my Revdex.com complaint, and asked me to call himI explained what they had told me the day before and that it was business fraud and very unethicalI explained they were charging me monthly for a service they knew didn’t work and that was also fraudI also told him the contract was void because the contract we had was for obsolete equipment and that I would never sign another contract with them. He asked me what I would like to rectify the situation at this pointI said I wished to cancel my contract and be credited for a few months for the service not workingHe said he would send a check for at least months of credit and cancel my contractThis made me happy, and it was the right thing to doI haven’t received a check yet, but I should soonHe stated it would come from Direct TV because they are now owned by them
Thank you for your service, without filing this complaint I would have received a $bill for early termination or have been charged $47/per month for another year. It’s unfortunate I had to waste your time, but what a great service you provide
Thank you
*** ***, *** *** ***
Director of Human Resources
Office: ###-###-####
Cell: ###-###-####

[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,
*** ***

After reviewing the cases on this account, we have made the decision to cancel this account with no early termination fee It has not been our policy to transfer accounts but we cannot determine with certainty that an agent did not tell the customers that could not do so Therefore we
will honor your request

*** ***In response to your complaint, we have done a full account investigation Below provides an account history of all your calls to LifeShield Attached are files First is the event log history from the monitoring company and second is a copy of your
agreement.9/20/Engagement call - Account setup and system use were discussed.9/24/Installation assistance - Assisted with sensor setup Had a defective fire safety sensor Replacement was ordered.9/24/Live monitoring - Typically there is a day practice period before a customers system goes live monitored This allows time to practice with the system so customer feels comfortable with the system Customer requested to forego practice Account is monitored.3/10/Alarm, no call - Customer called in because of alarm event on 3/ Said they did not receive a call Monitoring account log indicates that both numbers on the account were called and no one answered at either number Service rep verified the numbers we have for contacts are correct.3/10/Transferred to Tech support - Customer wanted to test the system to make sure they were monitored Customer caused an alarm and was immediately called by monitoring company Customer provided the monitoring company that it was a alarm, no dispatch.7/21/Arming code change - Customer called in to change the security code.8/27/Collections - Collection of 7/missed payment.3/13/Cancellation inquiry - Customer called to cancel They said that they don't get a call if the alarm goes off Rep tried to confirm numbers on the account but husband got upset Call was transferred to the retention dept.3/13/Request to cancel - Customer believes that they are not being monitored Customer wants to cancel with no early termination fee Informed customer that there is a fee and they wanted to speak to a manager Manager took over the call and assured them that they are being monitored and that their system was running properlyManger offered to get technical support help to resolve any issues but customer did not want any assistance Customer threatened to go to Revdex.com and sue if not cancelled.Looking at the event history log from the monitoring company, I do see an alarm occurrence at 4:pm on 3/9/ Monitoring company dialed both numbers on the account and did not get an answer on either number seconds after the last call the alarm condition was clear (reset) which is considered a valid clear of the alarm, therefore no dispatch was requested In the log on 3/10/2015, at 11:am is the alarm event used to test the system At 11:contact was made at the same primary number that was called the previous day The correct password was given by *** *** and she verified that it was a alarm Successful test of the system The only other event occurred on 5/5/at 4:pm Again both numbers were called and no answer The alarm was again reset before dispatch so it also was a valid clear.You will also see in the monitoring log numerous entries that say subscriber test These are test signals sent from your system to the monitoring company to ensure communication These tests are run weekly and as you can see, they have all been successful.We are more than willing to address any issues that you feel you have with your system but I cannot find any indication that this system is malfunctioning If this is not an option that you want to pursue and you still want to cancel, there will be an early termination fee of $per remaining month of your year agreement which is attached to this response.RegardsLifeShield Security

-------- Forwarded message ----------
From: *** ***
Date: Fri, Sep 12, at 4:
PM
Subject: *** *** complaint ID ***
To: "***"
Cc: "*** *** ** ***>, "*** *** ** ***>
Hello ***,
Our response to the complaint by *** *** (ID # ***):
This customer came to LifeShield through *** ***The account was canceled on 8/and the customer was contacted about the resolutionWe apologize for the 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,
*** ***

We have talked with the customer and come to agreeable
terms. LifeShield will listen to the sales call and determine if he was
promised cameras. If he was, the cameras will be shipped to the
customer. He will received the next months monitoring free to
try out
the system. If he deems that the system is not what he wants, he has the
right to cancel by 12/19/with no early termination fee. Customer has
agreed to these conditions

One of our specialist will be reaching out today. We will be cancelling the account with no early termination fee and issuing a full refund. The specialist will confirm the cancellation and instruct *** *** on how to return the equipment
Regards
LifeShield
Security

[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 company is not directing their respons to the issues regarding a death in my familyDue to the death, I will be forced to move to care for an elderly member of my family who just lost his wifeI will no longer be residing at my current residence Will double sided tape fix this issue? Everyone should be able to get out of a contract due to an unforeseen tragic experience which has my family up-side-downThis company does not care for their customers, they only want moneyI do not feel I should have to remain paying a company for services in which I cannot use, since I will need to move from my current residenceThey company has already received months of payments from me while services are not being utilizedI feel it should be against the law to continue to have someone pay for services in which are not performedAnd I hope they do not believe double sided tape will bring back the lose my family had.
Regards,
*** ***

Hello,Due to the ongoing sensor issues *** *** was having because of the range of his home, his account was canceled with no further charges due and a Return Merchandise Authorization was issuedWe apologize for the inconvenience this might have caused to our customer

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Oct 24, at 8: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: Sun, Oct 23, at 6:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Re: Complaint ID ***-Lifeshield LLC Just to inform you, I did receive an email from Lifeshield that the matter is settled. Thank you so much for your help. I will save all correspondence from Lifeshield and the Revdex.com for future reference. *** ***

Hello,We are really sorry that *** *** has been having issues with his camerasThis issue is currently being worked on by our engineering teamLosing a valued customer for system issues is the last thing we want to happenLifeShield would like to offer *** *** to waive his camera fee
until his camera issue is resolvedHowever, if *** *** chooses not to stay with LifeShield his account can be canceled with no further charges dueOnce he makes his decision, we recommend *** *** to call LifeShield to proceedHe can tell our agent he is calling regarding his Revdex.com complaintWe hope *** *** chooses to stay with LifeShieldThank you

[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,
*** ***

*** ***We have reviewed your account LifeShield has applied months credit to your account We will have one of our specialists reach out to you to ensure the system is operating 100% We want all of our customers to feel 100%
protected.RegardsLifeShield Security

*** ***We have reviewed your account LifeShield has applied months credit to your account We will have one of our specialists reach out to you to ensure the system is operating 100% We want all of our customers to feel 100% protected.RegardsLifeShield Security

*** ***According to our records, your account was cancelled on 6/26/ The documentation you requested for the alarm fee was sent to you on 6/29/ The second alarm that you had you stated that a tech had came to work on other equipment This
was a DTV technician to work on your video and would not have been accessing your alarm system in any way Again this alarm showed it was a panic.We will cover the cost of the first alarm fee since the tech was there working on the alarm system Please send a copy of the paid invoice and we will cut a check for $200.RegardsLifeShield Security

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. Thank you very much for your help in this matter
Regards,
*** ***

--------- Forwarded message ----------From: A***, Thomas ADate: Tue, Apr 5, at 10:AMSubject: Revdex.com complaint ID ***To: "***@myRevdex.com.org" Customers concerns with billing have been addressed. New processes have been
implemented to ensure timely update of accounts to avoid inaccurate past due balances. Her account is current and marked as such. We apologize for the inconvenience. LifeShield Security Tom A***

LifeShield will e-mail a copy of the contract. The reason
the termination fee lowered is because of the monthly fee being paid on
10/10/14. The early termination fee is based on remaining months of the
agreement. Customer called in on 10/8/about cancellation and was told
$for the remaining months. Payment was made on 10/thus lowering
the remaining months to and lowering the termination fee to $