We will be glad to address any concerns a customer has with Mint Security, however, we are unable to locate a customer in our database with the information provided, name and addressIf there is other information that can be provided that matches a customer we will certainly investigate the matter
Thank you for the opportunity to address this consumers claimI have reviewed the customer account and have notation that the customer contacted Safe Security June 6th 2017, stating that the day notice of cancellation had been submittedSafe Security has no record of receiving the cancellation request as well as Mint Security had not received cancellation request in any form from the customerThe Notice of Cancellation provides the method of submission as "To Cancel this transaction, mail or deliver a signed and dated copy of this Cancellation Notice or any other written notice that is signed and dated by and that states your intention to cancel, or send a telegram, either SAFE Security P.OBox 5164, San Ramon, CA or to the Dealer at the address listed on the top right hand corner, NOT LATER THAN MIDNIGHT of the third business day following this transaction." Had Mint Security or Safe Security received this cancellation request the customer account would have been cancelled as required by federal statuteThe customers agreement was established April 5th, The first notification that the customer wished to terminate their service was June 6th, As the customers has defaulted on the terms of their agreement, due to failure to payThe agreement in its entirety is being processed for collection efforts
My name is Dwayne G [redacted] I am the Director of Call Center Operations for Mint Security. Thank you for taking the time to express the customers relative’s concerns. Rest assured that we give serious thoughtful consideration to all feedback received from individuals in the communities in which we conduct business. I was very sorry to learn that the customer had an unfavorable experience with our company. Mint Security always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when individuals believe that they have not received such level of service. Mint Security prides itself on implementing and maintaining policy and procedures that protect customers in all dealings with our company. Prior to the installation of any alarm monitoring system a recorded pre-installation survey is conducted with the customer. In the survey we establish that company policy was strictly adhered to, by our sales representatives, and that the customer understands the agreement they are entering, including any liability they may have with any previous outstanding agreements.Federal statute provides for a three (3) day right of rescission for consumers to cancel an agreement without penalty. Mint Security extends the penalty free cancellation period to 30 days for our customers of advanced years. We want to provide them ample opportunity to review their agreement and be certain there is no misunderstanding. The BBB complaint received is the first notification that Mint has received regarding any issue the customer may have had with their agreement. The customer was referred to the outside collection agency for failure to make payment on their agreement in excess of 90 days after having maintained their agreement payments for the previous five months prior to the 90 day default. Mint Security has followed each of our internal policies and procedures as well as federal and state statute. However, as a matter of customer satisfaction Mint Security will allow the customer to be released from future liability as it pertains to their Alarm System Sales and Monitoring Services Agreement initiated December 7th, 2016. The collection agency will be notified today November 22, 2017 to remove the customer account from collection efforts.
Mint prides itself on implementing and maintaining policy and procedure that protects consumers all of our business dealingsPrior to the installation of any alarm monitoring system a recorded pre-installation questionnaire is conducted with the customer, the customer is asked a series of questions including: - When the representative first introduced themselves did they do so as a representative or dealer for Safe Security? - Do you currently have a security system or alarm equipment in your home?- Do you have a monitoring agreement or are you currently paying for monitoring with a previous company?- Have you been made aware that Safe is not responsible for cancelling with your previous company that such responsibility lies solely with you?- Do you understand that Safe will now be your alarm security provider and that Safe is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, or a company buying or taking over your previous alarm company?- Has anyone from Safe stated or implied to you that your previous company has or is going out of business or would not be able to provide service?- Are there any promises or commitments not included in your agreement that I should be made aware?If the customer does not answer these questions with full knowledge then the sale is declined and the install will not be completed As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibilityWe can only rely on the consumer to make an informed decision for the services being offered Mint Security is an installer dealer for Safe Security, the agreements that consumers willingly initiate are property of Mint Security until purchased by Safe SecurityIf, for any reason, Safe Security decides not to keep the customer account, including failure to payThe customer account and agreement are returned to Mint Security to maintain as a customer or enforce the agreement terms
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 I appreciate Mint Security for updating their records to show that no payment is due towards this contract and that the contract is canceled.What a wonderful experience it has been working through the Revdex.com I thank you so much for all your help in this matter
Sincerely,
*** ***
Please accept our sincerest apologies the email provided does show the customer did email their intent to cancel. Mint Security never received a signed notice of cancellation letter from the customer as stated in the agreement. However, as we do have the documentation of the customers intent we will utilize the email as the official notice of cancellation. The customers monitoring account has been terminated and any outstanding invoices have been credited.
Mint Security and Safe Security are two wholly separate entities, Mint Security is an alarm dealer/installer, Safe Security is the monitoring and account purchaser. If documentation was sent to Safe Security it has not been forwarded to Mint Security, we have inquired to see if this documentation can be provided however, the complaint filed is against Mint Security for information we have not received. We are more than willing to resolve the customer issue once provided the requested documentation.
Thank you for the opportunity to address this consumers claim. I have reviewed the customer account and have notation that the customer contacted Safe Security June 6th 2017, stating that the 3 day notice of cancellation had been submitted. Safe Security has no record of receiving the cancellation...
request as well as Mint Security had not received cancellation request in any form from the customer. The Notice of Cancellation provides the method of submission as "To Cancel this transaction, mail or deliver a signed and dated copy of this Cancellation Notice or any other written notice that is signed and dated by and that states your intention to cancel, or send a telegram, either SAFE Security P.O. Box 5164, San Ramon, CA 94583 or to the Dealer at the address listed on the top right hand corner, NOT LATER THAN MIDNIGHT of the third business day following this transaction." Had Mint Security or Safe Security received this cancellation request the customer account would have been cancelled as required by federal statute. The customers agreement was established April 5th, 2017. The first notification that the customer wished to terminate their service was June 6th, 2017. As the customers has defaulted on the terms of their agreement, due to failure to pay. The agreement in its entirety is being processed for collection efforts.
My name is Dwayne G[redacted] Director of call center operations for Mint Security, LLC. Thank you for the opportunity to respond to this consumer complaint.As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibility. We can only rely on...
the consumer to make an informed decision for the services being offered. Had the consumer provided Mint with a final balance from the previous provider it would have been remitted resolving any previous responsibilities, this documentation was never provided. as well as the customer has made no attempt to contact our offices directly to resolve the issue. Mint Security has emailed a request to the customer to provide this documentation for proper processing. When a customer contacts Mint either directly or transfer from our partner Safe Security we will make every effort to resolve a customer’s concerns in an amicable manner. We value the patronage of our customers and the trust they place in us in protecting their homes and businesses.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
My name is Dwayne G[redacted] I am the Director of Call Center Operations for Mint Security. Thank you for taking the time to express the customers relative’s concerns. Rest assured that we give serious thoughtful consideration to all feedback received from individuals in the communities in which we conduct business. I was very sorry to learn that the customer had an unfavorable experience with our company. Mint Security always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when individuals believe that they have not received such level of service. Mint Security prides itself on implementing and maintaining policy and procedures that protect customers in all dealings with our company. Prior to the installation of any alarm monitoring system a recorded pre-installation survey is conducted with the customer. In the survey we establish that company policy was strictly adhered to, by our sales representatives, and that the customer understands the agreement they are entering, including any liability they may have with any previous outstanding agreements.Federal statute provides for a three (3) day right of rescission for consumers to cancel an agreement without penalty. Mint Security extends the penalty free cancellation period to 30 days for our customers of advanced years. We want to provide them ample opportunity to review their agreement and be certain there is no misunderstanding. The Revdex.com complaint received is the first notification that Mint has received regarding any issue the customer may have had with their agreement. The customer was referred to the outside collection agency for failure to make payment on their agreement in excess of 90 days after having maintained their agreement payments for the previous five months prior to the 90 day default. Mint Security has followed each of our internal policies and procedures as well as federal and state statute. However, as a matter of customer satisfaction Mint Security will allow the customer to be released from future liability as it pertains to their Alarm System Sales and Monitoring Services Agreement initiated December 7th, 2016. The collection agency will be notified today November 22, 2017 to remove the customer account from collection efforts.
We will be glad to address any concerns a customer has with Mint Security, however, we are unable to locate a customer in our database with the information provided, name and address. If there is other information that can be provided that matches a customer we will certainly investigate the...
Complaint: [redacted]
I am rejecting this response because:There is no way for me to respond to the business and provide them with the information they request. If possible please forward the followingConsumer: [redacted]Address: [redacted]I do not have further details of the contract as your collection agency has failed to properly respond to my Demand for a Validation Notice and has sent a Texas contract that has nothing to do with my mother, [redacted].
Sincerely,
[redacted]
Mint prides itself on implementing and maintaining policy and procedure that protects consumers all of our business dealings. Prior to the installation of any alarm monitoring system a recorded pre-installation questionnaire is conducted with the customer, the customer is asked a series of questions...
including: - When the representative first introduced themselves did they do so as a representative or dealer for Safe Security? - Do you currently have a security system or alarm equipment in your home?- Do you have a monitoring agreement or are you currently paying for monitoring with a previous company?- Have you been made aware that Safe is not responsible for cancelling with your previous company that such responsibility lies solely with you?- Do you understand that Safe will now be your alarm security provider and that Safe is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, or a company buying or taking over your previous alarm company?- Has anyone from Safe stated or implied to you that your previous company has or is going out of business or would not be able to provide service?- Are there any promises or commitments not included in your agreement that I should be made aware?If the customer does not answer these questions with full knowledge then the sale is declined and the install will not be completed. As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibility. We can only rely on the consumer to make an informed decision for the services being offered. Mint Security is an installer dealer for Safe Security, the agreements that consumers willingly initiate are property of Mint Security until purchased by Safe Security. If, for any reason, Safe Security decides not to keep the customer account, including failure to pay. The customer account and agreement are returned to Mint Security to maintain as a customer or enforce the agreement terms.
We will be glad to address any concerns a customer has with Mint Security, however, we are unable to locate a customer in our database with the information provided, name and addressIf there is other information that can be provided that matches a customer we will certainly investigate the matter
Thank you for the opportunity to address this consumers claimI have reviewed the customer account and have notation that the customer contacted Safe Security June 6th 2017, stating that the day notice of cancellation had been submittedSafe Security has no record of receiving the cancellation request as well as Mint Security had not received cancellation request in any form from the customerThe Notice of Cancellation provides the method of submission as "To Cancel this transaction, mail or deliver a signed and dated copy of this Cancellation Notice or any other written notice that is signed and dated by and that states your intention to cancel, or send a telegram, either SAFE Security P.OBox 5164, San Ramon, CA or to the Dealer at the address listed on the top right hand corner, NOT LATER THAN MIDNIGHT of the third business day following this transaction." Had Mint Security or Safe Security received this cancellation request the customer account would have been cancelled as required by federal statuteThe customers agreement was established April 5th, The first notification that the customer wished to terminate their service was June 6th, As the customers has defaulted on the terms of their agreement, due to failure to payThe agreement in its entirety is being processed for collection efforts
My name is Dwayne G [redacted] I am the Director of Call Center Operations for Mint Security. Thank you for taking the time to express the customers relative’s concerns. Rest assured that we give serious thoughtful consideration to all feedback received from individuals in the communities in which we conduct business. I was very sorry to learn that the customer had an unfavorable experience with our company. Mint Security always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when individuals believe that they have not received such level of service. Mint Security prides itself on implementing and maintaining policy and procedures that protect customers in all dealings with our company. Prior to the installation of any alarm monitoring system a recorded pre-installation survey is conducted with the customer. In the survey we establish that company policy was strictly adhered to, by our sales representatives, and that the customer understands the agreement they are entering, including any liability they may have with any previous outstanding agreements.Federal statute provides for a three (3) day right of rescission for consumers to cancel an agreement without penalty. Mint Security extends the penalty free cancellation period to 30 days for our customers of advanced years. We want to provide them ample opportunity to review their agreement and be certain there is no misunderstanding. The BBB complaint received is the first notification that Mint has received regarding any issue the customer may have had with their agreement. The customer was referred to the outside collection agency for failure to make payment on their agreement in excess of 90 days after having maintained their agreement payments for the previous five months prior to the 90 day default. Mint Security has followed each of our internal policies and procedures as well as federal and state statute. However, as a matter of customer satisfaction Mint Security will allow the customer to be released from future liability as it pertains to their Alarm System Sales and Monitoring Services Agreement initiated December 7th, 2016. The collection agency will be notified today November 22, 2017 to remove the customer account from collection efforts.
Mint prides itself on implementing and maintaining policy and procedure that protects consumers all of our business dealingsPrior to the installation of any alarm monitoring system a recorded pre-installation questionnaire is conducted with the customer, the customer is asked a series of questions including: - When the representative first introduced themselves did they do so as a representative or dealer for Safe Security? - Do you currently have a security system or alarm equipment in your home?- Do you have a monitoring agreement or are you currently paying for monitoring with a previous company?- Have you been made aware that Safe is not responsible for cancelling with your previous company that such responsibility lies solely with you?- Do you understand that Safe will now be your alarm security provider and that Safe is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, or a company buying or taking over your previous alarm company?- Has anyone from Safe stated or implied to you that your previous company has or is going out of business or would not be able to provide service?- Are there any promises or commitments not included in your agreement that I should be made aware?If the customer does not answer these questions with full knowledge then the sale is declined and the install will not be completed As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibilityWe can only rely on the consumer to make an informed decision for the services being offered Mint Security is an installer dealer for Safe Security, the agreements that consumers willingly initiate are property of Mint Security until purchased by Safe SecurityIf, for any reason, Safe Security decides not to keep the customer account, including failure to payThe customer account and agreement are returned to Mint Security to maintain as a customer or enforce the agreement terms
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 I appreciate Mint Security for updating their records to show that no payment is due towards this contract and that the contract is canceled.What a wonderful experience it has been working through the Revdex.com I thank you so much for all your help in this matter
Sincerely,
*** ***
Please accept our sincerest apologies the email provided does show the customer did email their intent to cancel. Mint Security never received a signed notice of cancellation letter from the customer as stated in the agreement. However, as we do have the documentation of the customers intent we will utilize the email as the official notice of cancellation. The customers monitoring account has been terminated and any outstanding invoices have been credited.
Mint Security and Safe Security are two wholly separate entities, Mint Security is an alarm dealer/installer, Safe Security is the monitoring and account purchaser. If documentation was sent to Safe Security it has not been forwarded to Mint Security, we have inquired to see if this documentation can be provided however, the complaint filed is against Mint Security for information we have not received. We are more than willing to resolve the customer issue once provided the requested documentation.
Thank you for the opportunity to address this consumers claim. I have reviewed the customer account and have notation that the customer contacted Safe Security June 6th 2017, stating that the 3 day notice of cancellation had been submitted. Safe Security has no record of receiving the cancellation...
request as well as Mint Security had not received cancellation request in any form from the customer. The Notice of Cancellation provides the method of submission as "To Cancel this transaction, mail or deliver a signed and dated copy of this Cancellation Notice or any other written notice that is signed and dated by and that states your intention to cancel, or send a telegram, either SAFE Security P.O. Box 5164, San Ramon, CA 94583 or to the Dealer at the address listed on the top right hand corner, NOT LATER THAN MIDNIGHT of the third business day following this transaction." Had Mint Security or Safe Security received this cancellation request the customer account would have been cancelled as required by federal statute. The customers agreement was established April 5th, 2017. The first notification that the customer wished to terminate their service was June 6th, 2017. As the customers has defaulted on the terms of their agreement, due to failure to pay. The agreement in its entirety is being processed for collection efforts.
My name is Dwayne G[redacted] Director of call center operations for Mint Security, LLC. Thank you for the opportunity to respond to this consumer complaint.As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibility. We can only rely on...
the consumer to make an informed decision for the services being offered. Had the consumer provided Mint with a final balance from the previous provider it would have been remitted resolving any previous responsibilities, this documentation was never provided. as well as the customer has made no attempt to contact our offices directly to resolve the issue. Mint Security has emailed a request to the customer to provide this documentation for proper processing. When a customer contacts Mint either directly or transfer from our partner Safe Security we will make every effort to resolve a customer’s concerns in an amicable manner. We value the patronage of our customers and the trust they place in us in protecting their homes and businesses.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
My name is Dwayne G[redacted] I am the Director of Call Center Operations for Mint Security. Thank you for taking the time to express the customers relative’s concerns. Rest assured that we give serious thoughtful consideration to all feedback received from individuals in the communities in which we conduct business. I was very sorry to learn that the customer had an unfavorable experience with our company. Mint Security always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when individuals believe that they have not received such level of service. Mint Security prides itself on implementing and maintaining policy and procedures that protect customers in all dealings with our company. Prior to the installation of any alarm monitoring system a recorded pre-installation survey is conducted with the customer. In the survey we establish that company policy was strictly adhered to, by our sales representatives, and that the customer understands the agreement they are entering, including any liability they may have with any previous outstanding agreements.Federal statute provides for a three (3) day right of rescission for consumers to cancel an agreement without penalty. Mint Security extends the penalty free cancellation period to 30 days for our customers of advanced years. We want to provide them ample opportunity to review their agreement and be certain there is no misunderstanding. The Revdex.com complaint received is the first notification that Mint has received regarding any issue the customer may have had with their agreement. The customer was referred to the outside collection agency for failure to make payment on their agreement in excess of 90 days after having maintained their agreement payments for the previous five months prior to the 90 day default. Mint Security has followed each of our internal policies and procedures as well as federal and state statute. However, as a matter of customer satisfaction Mint Security will allow the customer to be released from future liability as it pertains to their Alarm System Sales and Monitoring Services Agreement initiated December 7th, 2016. The collection agency will be notified today November 22, 2017 to remove the customer account from collection efforts.
We will be glad to address any concerns a customer has with Mint Security, however, we are unable to locate a customer in our database with the information provided, name and address. If there is other information that can be provided that matches a customer we will certainly investigate the...
matter.
Complaint: [redacted]
I am rejecting this response because:There is no way for me to respond to the business and provide them with the information they request. If possible please forward the followingConsumer: [redacted]Address: [redacted]I do not have further details of the contract as your collection agency has failed to properly respond to my Demand for a Validation Notice and has sent a Texas contract that has nothing to do with my mother, [redacted].
Sincerely,
[redacted]
Mint prides itself on implementing and maintaining policy and procedure that protects consumers all of our business dealings. Prior to the installation of any alarm monitoring system a recorded pre-installation questionnaire is conducted with the customer, the customer is asked a series of questions...
including: - When the representative first introduced themselves did they do so as a representative or dealer for Safe Security? - Do you currently have a security system or alarm equipment in your home?- Do you have a monitoring agreement or are you currently paying for monitoring with a previous company?- Have you been made aware that Safe is not responsible for cancelling with your previous company that such responsibility lies solely with you?- Do you understand that Safe will now be your alarm security provider and that Safe is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, or a company buying or taking over your previous alarm company?- Has anyone from Safe stated or implied to you that your previous company has or is going out of business or would not be able to provide service?- Are there any promises or commitments not included in your agreement that I should be made aware?If the customer does not answer these questions with full knowledge then the sale is declined and the install will not be completed. As a third party Mint / Safe security is never able to contact an existing provider to determine a customer’s responsibility. We can only rely on the consumer to make an informed decision for the services being offered. Mint Security is an installer dealer for Safe Security, the agreements that consumers willingly initiate are property of Mint Security until purchased by Safe Security. If, for any reason, Safe Security decides not to keep the customer account, including failure to pay. The customer account and agreement are returned to Mint Security to maintain as a customer or enforce the agreement terms.