Initial Business Response / [redacted] (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/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, At the time of this break in the signals were not received to our central stationUpon 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 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 premisesThe customer did not allow technician to fix the phone lines The agreement signed by the customer states in section - 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/for the amount of $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 months of service If further information is required please feel free to contact me Initial Consumer Rebuttal / [redacted] (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 signalWe were furious as the alarm had no signal and instead of understanding out situation we were sent a rude technicianThe so called "free" technician sent should have been sent prior to the burglaryThe cancellation waved? I don't recall renewing a contractInstead of listening to their customer this company is more concerned for themselvesThanks for nothing and now apparently I should be thrilled and humbled though you had no connection Final Business Response / [redacted] (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, The characteristics that you are indicating that ***, our technician, displayed when he was sent out to your home to perform the burglar report are not usual for ***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 stationThe 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 meantIt would have been explained to you that you were having phone trouble and to contact your phone provider As per section 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/with a balance due of $As previously stated that balance has been waivedI 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, 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 serviceYour account has been cancelled as per your cancellation request and no further balance is due on the accountPlease 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 satisfactionUnfortunately, we did not meet your expectationsAgain 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 / [redacted] (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 companyPlease send me a signed copy of my original agreementWe did tests and they didnt fair as alarm went off during each testThis is our first home alarm system and we followed the checksIt is the company who failed us as they should protect their customer or notify if there is a failed signal
Initial Business Response / [redacted] (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/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, At the time of this break in the signals were not received to our central stationUpon 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 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 premisesThe customer did not allow technician to fix the phone lines The agreement signed by the customer states in section - 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/for the amount of $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 months of service If further information is required please feel free to contact me Initial Consumer Rebuttal / [redacted] (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 signalWe were furious as the alarm had no signal and instead of understanding out situation we were sent a rude technicianThe so called "free" technician sent should have been sent prior to the burglaryThe cancellation waved? I don't recall renewing a contractInstead of listening to their customer this company is more concerned for themselvesThanks for nothing and now apparently I should be thrilled and humbled though you had no connection Final Business Response / [redacted] (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, The characteristics that you are indicating that ***, our technician, displayed when he was sent out to your home to perform the burglar report are not usual for ***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 stationThe 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 meantIt would have been explained to you that you were having phone trouble and to contact your phone provider As per section 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/with a balance due of $As previously stated that balance has been waivedI 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, 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 serviceYour account has been cancelled as per your cancellation request and no further balance is due on the accountPlease 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 satisfactionUnfortunately, we did not meet your expectationsAgain 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 / [redacted] (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 companyPlease send me a signed copy of my original agreementWe did tests and they didnt fair as alarm went off during each testThis is our first home alarm system and we followed the checksIt is the company who failed us as they should protect their customer or notify if there is a failed signal