Meridian Fire & Security

[redacted] s credit card is charged every month on the 16th of the month as provided for in his contract As detailed on the attachments that were provided to the Revdex.com and to [redacted] ***, [redacted] ***'s credit card was declined on each of four months when presented for payment on the 16th Meridian is unable to determine why [redacted] ***'s credit card was declined on each of these days Credit cards can be declined for many reasons, some of which include exceeded credit limits, unpaid or past due balances, etc It is our policy to contact the customer when a payment is declined We will then rerun the credit card payment within business days unless instructed by the customer otherwise In [redacted] ***'s case the charges were run again within the five days and the payments cleared Normally, this is not a problem except when it occurs month after month as in [redacted] ***'s case Each time there is a credit card denial, Meridian is charged a service fee for the denied transaction These fees can become excessive when they occur month after month, as in [redacted] ***'s case We have not adjusted [redacted] ***'s contract period at this time, but have reminded him that should his account be denied again in the future, the terms of the contract will be exercised in accordance with the agreement he entered into with Meridian

As stated by [redacted] , Meridian Security began monitoring her previously installed alarm system in November of Meridian Security utilizes state-of-the-art service software to track and report all service calls that come into the office We record every call and ensure that proper attention is given to each service call right through final repair or corrective action Though [redacted] states that she had a service issue about one month after the installation was complete, there was no call made to Meridian Security The first call that Meridian Security received from the [redacted] 's was on March 7, We dispatched our service technician to their home and found the wire on the transformer had come loose The repair was made immediately and the [redacted] 's were not charged for the service call The next call that we received from the [redacted] 's was on September 7, We again immediately dispatched our service technician to their home Our service technician found that the electrical outlet that powered the fire alarm system did not have any power to it Because there was no power to the electrical outlet, the fire alarm panel had drained the babatteries Power was restored to the outlet and Meridian replaced the batteries at no charge to the [redacted] 's.The next service call was on November 18, Meridian Security's and customary warranty period is one year Meridian took the service call and had their service technician repair the original existing hard wired window contact that had been installed at the home well before Meridian Security was involved with the system Again, Meridian Security performed the repair at no charge to the [redacted] 's The next call that we received from the [redacted] 's was on October 15, 2015, almost nine months since the previous call and almost two years since the installation of their system The trouble condition that existed was a low-battery Again, our service technician called the [redacted] 's the same day and was only able to leave a message He left a message on how to replace the battery (the system was clearly out of warranty) and to call us if they needed us to walk them through the battery replacement No return call was ever received from the [redacted] s.The last calls that we received from the [redacted] s came this month (October 2016), almost another year since the previous call and three years since the installation The [redacted] 's asked for a return call by our technician after 3:p.mwhich our service technician did When he called the [redacted] 's, Mr [redacted] was rude and profane Our service technician was very patient and suggested that he talk to our service manager Our service manager called Mr [redacted] The troubles are associated with the [redacted] 's account were low batteries on devices and the panel Mr [redacted] was fairly derogatory and belligerent, though he was not profane, to our service manager We offered to come to the [redacted] 's home and make the necessary repairs but informed them there would be a service charge since the system was now over years old Mr [redacted] did not feel that he should pay for any repairs and threatened to "go to every social media outlet" to complain about Merdiian Security and also to the Revdex.com Meridian Security has responded to the [redacted] s timely every time they have called We have performed all work timely We have even performed work for free even when the warranty period had expired When there payment was returned, we worked with them to remedy the problem and not assess any of the fees that were charged to us because of the returned/denied item We try to always work with our customers and to communicate with them in an open and upfront way so that no one has any suprises and we don't have dissatisfied customers We continue to be willing to assist the [redacted] 's with their system but feel that after three years, it seems reasonable that they be willing to pay for service on their system

Complaint: ***I am rejecting this response because:
This business is performing an illegal modification to the contractMy bank records show that they have received all payments, additionally they say that they are going to charge an additional payment that was waived per the contract, which is again an illegal modificationPer my attached bank records you will see that every month referenced my credit card was charged the full amount, they are illegally trying to modify the contract which ends in January 2017. If the payments were in any way late it is the fault of Meridian as they automatically bill me every month. If you check the bank records, you will see that I was billed for every month referenced and it was successfully charged to my bank account
Sincerely,*** ***

[redacted]s credit card is charged every month on the 16th of the month as provided for in his contract.  As detailed on the attachments that were provided to the Revdex.com and to [redacted]  [redacted], [redacted]'s credit card was declined on each of four months when presented for payment on the 16th.  Meridian is unable to determine why [redacted]'s credit card was declined on each of these days.  Credit cards can be declined for many reasons, some of which include exceeded credit limits, unpaid or past due balances, etc.  It is our normal policy to contact the customer when a payment is declined.  We will then rerun the credit card payment within 5 business days unless instructed by the customer otherwise.  In [redacted]'s case the charges were run again within the five days and the payments cleared.  Normally, this is not a problem except when it occurs month after month as in [redacted]'s case.  Each time there is a credit card denial, Meridian is charged a service fee for the denied transaction.  These fees can become excessive when they occur month after month, as in [redacted]'s case.  We have not adjusted [redacted]'s contract period at this time, but have reminded him that should his account be denied again in the future, the terms of the contract will be exercised in accordance with the agreement he entered into with Meridian.

As stated by [redacted], Meridian Security began monitoring her previously installed alarm system in November of 2013.  Meridian Security utilizes state-of-the-art service software to track and report all service calls that come into the office.  We record every call and ensure that...

proper attention is given to each service call right through final repair or corrective action.  Though [redacted] states that she had a service issue about one month after the installation was complete, there was no call made to Meridian Security.  The first call that Meridian Security received from the [redacted]'s was on March 7, 2014.  We dispatched our service technician to their home and found the wire on the transformer had come loose.  The repair was made immediately and the [redacted]'s were not charged for the service call.  The next call that we received from the [redacted]'s was on September 7, 2014.  We again immediately dispatched our service technician to their home.  Our service technician found that the electrical outlet that powered the fire alarm system did not have any power to it.  Because there was no power to the electrical outlet, the fire alarm panel had drained the back-up batteries.  Power was restored to the outlet and Meridian replaced the batteries at no charge to the [redacted]'s.The next service call was on November 18, 2014.  Meridian Security's normal and customary warranty period is one year.  Meridian took the service call and had their service technician repair the original existing hard wired window contact that had been installed at the home well before Meridian Security was involved with the system.  Again, Meridian Security performed the repair at no charge to the [redacted]'s.   The next call that we received from the [redacted]'s was on October 15, 2015, almost nine months since the previous call and almost two years since the installation of their system.  The trouble condition that existed was a low-battery.  Again, our service technician called the [redacted]'s the same day and was only able to leave a message.  He left a message on how to replace the battery (the system was clearly out of warranty) and to call us if they needed us to walk them through the battery replacement.  No return call was ever received from the [redacted]s.The last calls that we received from the [redacted]s came this month (October 2016), almost another year since the previous call and three years since the installation.  The [redacted]'s asked for a return call by our technician after 3:00 p.m. which our service technician did.  When he called the [redacted]'s, Mr. [redacted] was rude and profane.  Our service technician was very patient and suggested that he talk to our service manager.  Our service manager called Mr. [redacted].  The troubles are associated with the [redacted]'s account were low batteries on devices and the panel.  Mr. [redacted] was fairly derogatory and belligerent, though he was not profane, to our service manager.  We offered to come to the [redacted]'s home and make the necessary repairs but informed them there would be a service charge since the system was now over 3 years old.  Mr. [redacted] did not feel that he should pay for any repairs and threatened to "go to every social media outlet" to complain about Merdiian Security and also to the Revdex.com.  Meridian Security has responded to the [redacted]s timely every time they have called.  We have performed all work timely.  We have even performed work for free even when the warranty period had expired.  When there payment was returned, we worked with them to remedy the problem and not assess any of the fees that were charged to us because of the returned/denied item.  We try to always work with our customers and to communicate with them in an open and upfront way so that no one has any suprises and we don't have dissatisfied customers.  We continue to be willing to assist the [redacted]'s with their system but feel that after three years, it seems reasonable that they be willing to pay for service on their system.

On October 16, 2013, [redacted] entered into a contract with Meridian Security, LLC for a new alarm system to be installed at his residence located at [redacted].  [redacted] was provided with six months of free service with a monthly monitoring fee of $44.99 for...

the next five years (after the initial six months of free service).  In April of 2014, after the initial 6 months of free service, [redacted]’s account became delinquent due to multiple credit card transactions being declined.  [redacted] was contacted by Meridian.  He desired to be completely released from his contract without any consideration to Meridian.  In our attempt to work with [redacted] and his current financial situation, we wrote an addendum to the contract (attached) which in part states: 1.       The term of the agreement as stated on paragraph 4. of the Central Office Monitoring Contract shall be modified in accordance with the following: a.       The term of the agreement shall be for a period of three years.  All other terms of paragraph 4. shall remain unchanged. b.       The term as modified in paragraph a. of this addendum and in paragraph 4. of the Central Office Monitoring Contract shall be conditional that there is not a late or missed payment during the modified new term period of three years.  Should a payment be issued late, denied, or returned non-satisfactory funds, this modification to the term period of the Central Office Monitoring Contract and the Alarm System Work Order Agreement shall be revoked and the original terms of the Central Office Monitoring Contract and the Alarm System Work Order Agreement shall be reinstated to their original terms. Mr. Derby executed this addendum on April 29, 2014.  Attached are four (4) Billing Receipt Transaction forms dated 9-16-2015, 10-16-2015, 11-16-2015, and 1-16-2016.  As shown on each of these transaction receipts, [redacted]’s credit card was declined on four separate occasions.  In accordance with the modified agreement that Meridian and [redacted] entered into on April 28, 2014, the addendum was conditional that there would not be any future late or missed payments on his account.  Since [redacted] has failed to comply with the agreement entered into on April 29, 2014 and has had numerous declined transactions, the agreement has reverted to the original terms and [redacted] will be responsible for payments through May 16, 2019.  Additionally, he will be responsible for the missed payment that was waived in April of 2014. It is truly unfortunate that [redacted] has filed a complaint after all that Meridian has done to try and help him.  Meridian has been more than accommodating to [redacted] since the inception of the contract.  We initially waived his delinquent payment in April 2014 and we wrote an addendum to reduced his contract period from 5 years to 3 years, a savings of almost $600 to [redacted].  We feel we have been more than accommodating to [redacted] and that his complaint to the Revdex.com is unfounded as shown in the attached documents.  We can only assume that [redacted]’s complaint is somehow intended to somehow disparage the name and/or reputation of Meridian.  It is our hope that this complaint will be removed from our file and [redacted] will ensure that his payments are made timely in the future.