Initial Business Response /* (1000, 6, 2015/07/31) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@matsonalarm.com
This is to acknowledge that we are in receipt of the above customer complaint. [redacted] signed a monitoring and repair service...
agreement with [redacted] Alarm Co Inc on 12/9/2011. After a research of this account, it appears that the break in that the customer is referring to occurred at the residence at [redacted] XXXXX on July 14, 2012.
At the time of this break in the signals were not received to our central station. Upon notification from [redacted] we did send out a technician at no charge to perform a burglar report and to identify the reason why we did not receive signals.
Upon conclusion of that report it had been identified by the technician that the customer had changed phone providers in 2012. At that time the technician was going to reconnect the customer's phone lines back to the alarm system since the phone provider did not do so, but per the work order, the customer advised him "It doesn't matter anymore" and requested the technician to leave the premises. The customer did not allow technician to fix the phone lines.
The agreement signed by the customer states in section 8 - TRANSMISSION LINES - the system includes a communicator that sends signals to our central station over your regular telephone service and if your telephone is out of order, placed on vacation or otherwise not working, signals cannot be transmitted and we will not know of the telephone service problem.
Also in section 10: CLIENT'S DUTIES: You will test the system's protective devises and send signals to our central station in accordance with our instructions at least monthly.
The customer has submitted a cancellation with [redacted] Alarm Co Inc in which [redacted] Alarm Co has waived the balance of the contract through 12/9/2016 for the amount of $405.24 and customer has no further balance due to us.
We tried to try to fix the customer's phone lines for them for "free" but customer refused service and the customer is aware of their duties regarding the phone lines and the testing to our central station.
For that reason we do not feel that we owe the customer a refund for 6 months of service.
If further information is required please feel free to contact me.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician that came was very argumentative therefore was asked to leave agyer he stated there was nothing he can do about the signal. We were furious as the alarm had no signal and instead of understanding out situation we were sent a rude technician. The so called "free" technician sent should have been sent prior to the burglary. The cancellation waved? I don't recall renewing a contract. Instead of listening to their customer this company is more concerned for themselves. Thanks for nothing and now apparently I should be thrilled and humbled though you had no connection.
Final Business Response /* (4000, 10, 2015/08/06) */
Please accept our sincere apologies for the inconvenience you have experienced in respect to the break in at your home on July 14, 2012. The characteristics that you are indicating that [redacted], our technician, displayed when he was sent out to your home to perform the burglar report are not usual for [redacted]. We apologize for the lack of professionalism.
You have indicated in your response that a technician should have been sent out to your home prior to the break in, but there was no reason for us to initiate such an appointment because as per the agreement that you signed with [redacted] Alarm Co, it is the customer's responsibility to ensure that there are working phone lines in order to transmit signals to our central station and it is the customer's responsibility to check their system monthly to our central station. The only way that an appointment would have been scheduled is if you would have contacted us after viewing that your keypad displayed "FC" Fail to Communicate and you were unaware of what that meant. It would have been explained to you that you were having phone trouble and to contact your phone provider.
As per section 3.2 of your original agreement dated for 12/9/2011, your agreement was for an original term of three years with an automatic two year renewal term, in which your contract end date would have been 12/9/2016 with a balance due of $405.24. As previously stated that balance has been waived. I have mailed you a copy of your original agreement for your records.
We do understand your frustration regarding the burglary at your home on July 14, 2012 and we at [redacted] Alarm Co do all we can to ensure that our customers are utilizing their systems in the most effective way and unfortunately a functioning phone line was not made available for your alarm system and that is not something that [redacted] Alarm Co can control.
We have listened and addressed your concerns and have explained in detail the reason we do not feel that it is our responsibility to refund you for six months of service. Your account has been cancelled as per your cancellation request and no further balance is due on the account. Please be aware that we are not an insurer of your property or the property or the personal safety of persons in your premises.
At [redacted] Alarm Co., Inc, we take pride in ensuring our customer's satisfaction. Unfortunately, we did not meet your expectations. Again we do apologize that your experience with [redacted] Alarm Co was an unpleasant one and wish you the best with your new provider.
Final Consumer Response /* (4200, 12, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have always had a working phone line and working internet with no inrurruptions or changes to any accounts as assumed by your company. Please send me a signed copy of my original agreement. We did tests and they didnt fair as alarm went off during each test. This is our first home alarm system and we followed the checks. It is the company who failed us as they should protect their customer or notify if there is a failed signal.
This
is to acknowledge that we are in receipt of the above customer complaint. Ms. [redacted] indicated that they were no longer utilizing the monitoring portion of their system and therefore indicated that she contacted us several months ago to make a request to purchase the system or to renew...
her agreement for a lower rate. I have thoroughly reviewed the account and there was no such request made on the account several months ago. Ms.[redacted] signed a lease agreement on 2/28/2014. If there was an issue with the bad placement of motion sensors in her shop, Per Section 4 on the agreement it indicates that, "Any error or omission in the construction or installation of the system must be called to the attention of Matson in writing within thirty (30) days after completion of the installation; otherwise, the installation shall be deemed totally satisfactory to and accepted by Subscriber." Matson would have been more than happy to correct any issues if we were notified, in which case we were not. Our collections department team member, [redacted], contacted Ms. [redacted] on 1/18/17 at 9:52am to advise her that her account was over 45 days past due for the amount of $141.00. It was at that point Ms. [redacted] inquired about lowering her rate. Ms. [redacted] was advised by the collections department team member that she would need to bring the account current, but we would also advise her sales representative she was interested in lowering her rate. Thirteen days later there was still no payment received from Ms. [redacted] and a call was made to Ms. [redacted] from our collections department on 1/31/17 at 9:08am in which time a message had to be left. That same day a demand letter was sent to Ms. [redacted] advising her that a payment would need to be made in the amount of $141.00 on or before 2/7/2017 to avoid interruption of service. As of 2/8/17 there was still no payment received on the account service were interrupted to her alarm system due to non-payment of the account. Due to no response from the customer and the account was now 60 days past due, on 2/21/17 a technician was scheduled to the premises to collect $141 or request to have the system removed. On 2/21/17, Ms.[redacted] spoke with our technician on site and advised that she wanted to purchase the system. The technician called in and spoke with our collections department to advise of the situation. The collections department once again advised Ms. [redacted] that she would be able to purchase the system but that she still owed the past due on the account. Ms. [redacted] refused to give a payment for the past due amount and gave the technician a cancellation letter to cancel her services due to poor customer service. Ms.[redacted]' agreement with Matson Alarm Co has a term of three years for the period of 2/28/14 through 2/28/17. If she would like to cancel service a 30 day written cancellation letter would need to be submitted to us which is noted on section 3.2 of the agreement. We received her cancellation request on 2/21/2017. Although this is not a 30 day written cancellation request we would be happy to honor this cancellation request and not allow the agreement to renew for the two year term. In order to process this cancellation request, we would need to remove our leased equipment and Ms. [redacted] would still be responsible for the balance of $141.00 on the account. This amount would be for services through the term date of 2/28/17. If she would like to purchase the system it would be a one time charge of $800.00 due in full. The purchase of the system would allow Ms. [redacted] to keep the alarm system in the home.As mentioned before in order to process the cancellation of the account, Ms. [redacted] will need to contact us to schedule the removal of our alarm system. As a courtesy and an extension of our good customer service we would be willing to split the $141 balance due with Ms. [redacted] of $70.50. Once the system is removed and the balance of $70.50 paid in full the account will be cancelled. Please feel free to contact me for any questions or concerns. [redacted] Billing & Collections Manager
Initial Business Response /* (1000, 6, 2015/07/31) */
Contact Name and Title: [redacted], Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@matsonalarm.com
This is to acknowledge that we are in receipt of the above customer complaint. [redacted] signed a monitoring and repair service...
agreement with [redacted] Alarm Co Inc on 12/9/2011. After a research of this account, it appears that the break in that the customer is referring to occurred at the residence at [redacted] XXXXX on July 14, 2012.
At the time of this break in the signals were not received to our central station. Upon notification from [redacted] we did send out a technician at no charge to perform a burglar report and to identify the reason why we did not receive signals.
Upon conclusion of that report it had been identified by the technician that the customer had changed phone providers in 2012. At that time the technician was going to reconnect the customer's phone lines back to the alarm system since the phone provider did not do so, but per the work order, the customer advised him "It doesn't matter anymore" and requested the technician to leave the premises. The customer did not allow technician to fix the phone lines.
The agreement signed by the customer states in section 8 - TRANSMISSION LINES - the system includes a communicator that sends signals to our central station over your regular telephone service and if your telephone is out of order, placed on vacation or otherwise not working, signals cannot be transmitted and we will not know of the telephone service problem.
Also in section 10: CLIENT'S DUTIES: You will test the system's protective devises and send signals to our central station in accordance with our instructions at least monthly.
The customer has submitted a cancellation with [redacted] Alarm Co Inc in which [redacted] Alarm Co has waived the balance of the contract through 12/9/2016 for the amount of $405.24 and customer has no further balance due to us.
We tried to try to fix the customer's phone lines for them for "free" but customer refused service and the customer is aware of their duties regarding the phone lines and the testing to our central station.
For that reason we do not feel that we owe the customer a refund for 6 months of service.
If further information is required please feel free to contact me.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician that came was very argumentative therefore was asked to leave agyer he stated there was nothing he can do about the signal. We were furious as the alarm had no signal and instead of understanding out situation we were sent a rude technician. The so called "free" technician sent should have been sent prior to the burglary. The cancellation waved? I don't recall renewing a contract. Instead of listening to their customer this company is more concerned for themselves. Thanks for nothing and now apparently I should be thrilled and humbled though you had no connection.
Final Business Response /* (4000, 10, 2015/08/06) */
Please accept our sincere apologies for the inconvenience you have experienced in respect to the break in at your home on July 14, 2012. The characteristics that you are indicating that [redacted], our technician, displayed when he was sent out to your home to perform the burglar report are not usual for [redacted]. We apologize for the lack of professionalism.
You have indicated in your response that a technician should have been sent out to your home prior to the break in, but there was no reason for us to initiate such an appointment because as per the agreement that you signed with [redacted] Alarm Co, it is the customer's responsibility to ensure that there are working phone lines in order to transmit signals to our central station and it is the customer's responsibility to check their system monthly to our central station. The only way that an appointment would have been scheduled is if you would have contacted us after viewing that your keypad displayed "FC" Fail to Communicate and you were unaware of what that meant. It would have been explained to you that you were having phone trouble and to contact your phone provider.
As per section 3.2 of your original agreement dated for 12/9/2011, your agreement was for an original term of three years with an automatic two year renewal term, in which your contract end date would have been 12/9/2016 with a balance due of $405.24. As previously stated that balance has been waived. I have mailed you a copy of your original agreement for your records.
We do understand your frustration regarding the burglary at your home on July 14, 2012 and we at [redacted] Alarm Co do all we can to ensure that our customers are utilizing their systems in the most effective way and unfortunately a functioning phone line was not made available for your alarm system and that is not something that [redacted] Alarm Co can control.
We have listened and addressed your concerns and have explained in detail the reason we do not feel that it is our responsibility to refund you for six months of service. Your account has been cancelled as per your cancellation request and no further balance is due on the account. Please be aware that we are not an insurer of your property or the property or the personal safety of persons in your premises.
At [redacted] Alarm Co., Inc, we take pride in ensuring our customer's satisfaction. Unfortunately, we did not meet your expectations. Again we do apologize that your experience with [redacted] Alarm Co was an unpleasant one and wish you the best with your new provider.
Final Consumer Response /* (4200, 12, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have always had a working phone line and working internet with no inrurruptions or changes to any accounts as assumed by your company. Please send me a signed copy of my original agreement. We did tests and they didnt fair as alarm went off during each test. This is our first home alarm system and we followed the checks. It is the company who failed us as they should protect their customer or notify if there is a failed signal.
This
is to acknowledge that we are in receipt of the above customer complaint. Ms. [redacted] indicated that they were no longer utilizing the monitoring portion of their system and therefore indicated that she contacted us several months ago to make a request to purchase the system or to renew...
her agreement for a lower rate. I have thoroughly reviewed the account and there was no such request made on the account several months ago. Ms.[redacted] signed a lease agreement on 2/28/2014. If there was an issue with the bad placement of motion sensors in her shop, Per Section 4 on the agreement it indicates that, "Any error or omission in the construction or installation of the system must be called to the attention of Matson in writing within thirty (30) days after completion of the installation; otherwise, the installation shall be deemed totally satisfactory to and accepted by Subscriber." Matson would have been more than happy to correct any issues if we were notified, in which case we were not. Our collections department team member, [redacted], contacted Ms. [redacted] on 1/18/17 at 9:52am to advise her that her account was over 45 days past due for the amount of $141.00. It was at that point Ms. [redacted] inquired about lowering her rate. Ms. [redacted] was advised by the collections department team member that she would need to bring the account current, but we would also advise her sales representative she was interested in lowering her rate. Thirteen days later there was still no payment received from Ms. [redacted] and a call was made to Ms. [redacted] from our collections department on 1/31/17 at 9:08am in which time a message had to be left. That same day a demand letter was sent to Ms. [redacted] advising her that a payment would need to be made in the amount of $141.00 on or before 2/7/2017 to avoid interruption of service. As of 2/8/17 there was still no payment received on the account service were interrupted to her alarm system due to non-payment of the account. Due to no response from the customer and the account was now 60 days past due, on 2/21/17 a technician was scheduled to the premises to collect $141 or request to have the system removed. On 2/21/17, Ms.[redacted] spoke with our technician on site and advised that she wanted to purchase the system. The technician called in and spoke with our collections department to advise of the situation. The collections department once again advised Ms. [redacted] that she would be able to purchase the system but that she still owed the past due on the account. Ms. [redacted] refused to give a payment for the past due amount and gave the technician a cancellation letter to cancel her services due to poor customer service. Ms.[redacted]' agreement with Matson Alarm Co has a term of three years for the period of 2/28/14 through 2/28/17. If she would like to cancel service a 30 day written cancellation letter would need to be submitted to us which is noted on section 3.2 of the agreement. We received her cancellation request on 2/21/2017. Although this is not a 30 day written cancellation request we would be happy to honor this cancellation request and not allow the agreement to renew for the two year term. In order to process this cancellation request, we would need to remove our leased equipment and Ms. [redacted] would still be responsible for the balance of $141.00 on the account. This amount would be for services through the term date of 2/28/17. If she would like to purchase the system it would be a one time charge of $800.00 due in full. The purchase of the system would allow Ms. [redacted] to keep the alarm system in the home.As mentioned before in order to process the cancellation of the account, Ms. [redacted] will need to contact us to schedule the removal of our alarm system. As a courtesy and an extension of our good customer service we would be willing to split the $141 balance due with Ms. [redacted] of $70.50. Once the system is removed and the balance of $70.50 paid in full the account will be cancelled. Please feel free to contact me for any questions or concerns. [redacted] Billing & Collections Manager