Lloyd Security, Inc.

Initial Business Response /* (1000, 8, 2015/06/30) */
In order for any security system to function properly, it must have a way to communicate with a central monitoring stationWhen The Customer notified us on 5/26/that she had removed her phone line, we promptly attempted to contact her to
make sure she knew that this would cause an interruption of her system's communicationOn 6/2/15, when her system began beeping to notify her of a communication failure, we again attempted to follow up with herAt that time, she informed us that she was aware of the need for a phone line and would be switching to another phone provider shortlyIn the meantime, we provided instructions to her on how to silence the beeping, which would resume every days
Since we had not heard from The Customer after noticing another failed communication test, we reached out to her to see if the new phone line had been installed alreadyShe said that it had been, and was obviously very frustrated with the fact that her security system still could not call outSince this was due to the fact that the phone company had not installed the phone line in a way that would allow the security system to call out, we advised her to contact them to resolve the issueShe insisted that because it was an issue involving the security system that we should resolve it and because she had an Extended Warranty Service Plan with Lloyd Security, that we should cover the cost completelyIt appears that this misunderstanding of the coverage provided by the Service Plan was due to a one-time exception that we had made for The Customer when she first purchased it to cover the cost of when her previous phone company did not install the phone line correctly
In an effort to provide her with all her options, we also informed her of the possibility of upgrading her system to include a cellular communicator, negating the need for a phone line at allIt was expressed that this was not necessary, but that it was an option for her, which had many other benefits above and beyond just replacing the phone line for her security systemUnfortunately, that offer was misconstrued to mean that we were insisting she would have to purchase additional equipment and services
We want nothing more than to keep The Customer happy and feeling safe, knowing that her security system is workingWe feel that at the core of her complaint is a simple miscommunication, and for our part in that we would like to apologizeSince the filing of this complaint, we have been working with The Customer to find a solution that is mutually agreeable and have done soShe has agreed to rescind the details of this complaint with the Revdex.com, and in exchange we have scheduled a technician to properly connect her new phones to her security system today (6/30/15) at no charge to her
For review by the Revdex.com, we have also included all email correspondence between The Customer and Lloyd Security as an attachment to this response
Initial Consumer Rebuttal /* (3000, 10, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
even though our technician is out to say this problem is still remaining to be solved and they didn't effectively communicate with the technician about thisI feel I was in communication with the whole time with the phone company and the agent I first spoke to was nothing but rude and the owner has failed to return my phone call she has somebody else always follow upI've been with this company for years and I am beginning to regret it as instead of trying to fix the issue they are making things worseI've been charged for months of security services I haven't even been able to use
Final Consumer Response /* (2000, 12, 2015/07/01) */
I am now satisfied with the resolution and would like this to be closed