M.R. Construction

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Bay Alarm Company took over this system in from Smart Systems Technology and per the notes in our system there were phone call attempts to welcome check this [redacted] to Bay Alarm Company with no response from the [redacted] to allow for our technicians to go to his home and verify his security systemPer the notes that are attached - no further attempts were made from on until a call on April 3, prompted further actions [redacted] called into Central Station on April 3, and was told that his system had never been monitoredThe phone call was transferred to the [redacted] Care Department and then transferred to the local branch to handleThe Office Manager took the call and tried to ensure the [redacted] that the local branch would do everything possible to bring about a peaceful resolutionThe offer of sending a technician to the home to test and inspect the system was offered and accepted by the [redacted] at branch levelWhen the tech went to site he was refused access by Mrs [redacted] - she stated that she was waiting for a phone call from a manager to discuss her system not working A letter of cancellation was sent to the [redacted] on the 11th of May and the [redacted] called in upset that he received the letter and wanted to speak to a manager again Again; the Service Manager reached out and talked to the [redacted] about potentially upgrading their system at no charge and adding cameras to the system per the detailed notes and Mr [redacted] was not answering Please note all communications since April 3rd are attached for the filePlus his Welcome letters and also his original contract with specific highlights of paragraphs & that state subscriber is responsible for communication lines for the system and also for testing their system on a monthly basis Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Have them call me at XXX-XXX-XXXX to get the matter correctedI will answer my cell phoneMy office is difficult to reach me as I am between offices

Initial Business Response /* (1000, 8, 2015/11/18) */
Mr*** called in to our *** Care *** on 10/30/regarding an invoice he had received in the amount of $for monitoring services 8/1/through 11/30/On 7/6/another *** payment was inadvertently applied to Mr
*** accountOn 10/23/we transferred off of Mr*** account and applied to the correct *** accountWhen Mr*** called in to question his invoice this was explainedMr*** was upset and wanted the account cancelled and pay the balance dueDue to our error we credited the November billing and the remaining term of his contract agreement which would have expired 1/21/Mr*** before requesting the cancellation inquired about monthly payments on the months dueBefore the branch had the opportunity to review he called back requesting to cancelAccording to our records his account is closed and no further balance is dueThis has been resolved

I would highly recommend Matt and his crew! At my home they have done the following: roof replacement, remodel bathrooms, siding repair, paver repair, and moreThey are professional, clean, and easy to workBest of all, Matt replies to calls and texts in a timely manner

Initial Business Response /* (1000, 9, 2015/10/14) */
Received business response via email on 10/14/15:
The initial installation took place on 7/The *** called in to state that he was also supposed to have a key fob with his system so we returned to add this on 8/Another technician
was sent out on 9/and was sent away by Mr***On 9/10, Another technician came out at 5:17am to power down the system per Mr***' requestLater that afternoon, our Branch Manager made contact with Mr*** and sent the following follemail:
Hi ***,
Thank you for your time on the phone todayI apologize again for the issues with the system and installation
Here are the next steps to check your system and make sure it is working properly
Monday 9/8am our senior tech will be onsite assisted with the area manager *** Bonds to completely go through the installationWe will replace and repair as needed
Re - orientate you on use of system
If all checks out then monthly service billing would commence as of 9/
You currently have paid for service from 7/22-11/This would be applied towards future monitoring 9/21-1/31/
We will also issue an additional month credit of $for the inconvenience we have caused youThis would extend paid service through 4/30/
We appreciate your business and I know we can resolve this situationWe are human and there are times that the work and installation do not go as planned, but we will always continue to work with you until you are satisfied with the system
Please let me know if you have any questions otherwise we will see you at 8am on Monday 9/21/
Thank You,
*** ***
Branch Manager - ***
***XXXXX
On 9/21, our Installation Manager, ***, and Field Supervisor, ***, made a site visit and corrected any issues with the system including the long-range radio troubleIt has been functioning properly sinceWe have received no further communications from Mr*** and his account has been effectively credited for service through 4/30/Please let me know if you have any further questions
Thank you,
***
Service Manager
Bay Alarm Company
Tel: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2016/01/06) */
Per the Bay Alarm Branch Manager who has spoken directly to the ***, the *** was contacted the same day that he reached out to Bay Alarm in regards to his issueWe agreed to remove the ***'s existing balance of contract, but we
would still charge the *** for their monitoring fees during the month of NovemberBased on the conversation between the Bay Alarm Branch Manager and the ***, the *** agreed to this resolution and this issue was resolved

Initial Business Response /* (1000, 10, 2015/12/11) */
Received business response via email on 12/11/15:
We have spoken to [redacted] and apologized for the misunderstanding. We have credited the [redacted] and the [redacted] agreed to pay 100.00.
Thanks,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title: [redacted] A. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bayalarm.com
[redacted] called in on 07/21/15 requesting refund. Her balance was zero as she had been billed and paid her quarterly MSR...

the rep looked at the account and noticed that she had paid for the period that extended her cancellation, it was transferred to management for approval (all refunds require supervisor approval) this was completed and credited to her account in the amount of $81.00. The refund request was then transferred to the Finance Department for processing. This typically take approx. one week, but due to vacations, the process took longer and the payment was delayed. At no time was Bay Alarm going to "Keep". Ms. [redacted]'s funds.
I do apologize for the delay. U would be happy to speak with Ms. [redacted] should she feel necessary to contact me and wish this would have been routed to me in the beginning.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank Ms. [redacted], and I appreciate her comments. I also wish this would have been routed to her in the beginning. I had spoken with 3 different people at Bay Alarm since 6/29/15, and heard 3 different versions of policies and procedures, and explanations of what happened to my overpayment. I was specifically told that customers had to request the refund of an overpayment (which I feel is a disturbing comment), and was never apprised of delays due to vacations or the need for supervisor approval of refunds. The correct information and consistent information would have gone a long way in resolving this issue.

Initial Business Response /* (1000, 5, 2015/10/05) */
Bay Alarm Company took over this system in 2008 from Smart Systems Technology and per the notes in our system there were 6 phone call attempts to welcome check this [redacted] to Bay Alarm Company with no response from the [redacted] to allow for...

our technicians to go to his home and verify his security system. Per the notes that are attached - no further attempts were made from 2013 on until a call on April 3, 2015 prompted further actions.
[redacted] called into Central Station on April 3, 2015 and was told that his system had never been monitored. The phone call was transferred to the [redacted] Care Department and then transferred to the local branch to handle. The Office Manager took the call and tried to ensure the [redacted] that the local branch would do everything possible to bring about a peaceful resolution. The offer of sending a technician to the home to test and inspect the system was offered and accepted by the [redacted] at branch level. When the tech went to site he was refused access by Mrs. [redacted] - she stated that she was waiting for a phone call from a manager to discuss her system not working.
A letter of cancellation was sent to the [redacted] on the 11th of May 2015 and the [redacted] called in upset that he received the letter and wanted to speak to a manager again.
Again; the Service Manager reached out and talked to the [redacted] about potentially upgrading their system at no charge and adding cameras to the system per the detailed notes and Mr. [redacted] was not answering.
Please note all communications since April 3rd are attached for the file. Plus his Welcome letters and also his original contract with specific highlights of paragraphs 9 & 12 that state subscriber is responsible for communication lines for the system and also for testing their system on a monthly basis.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Have them call me at XXX-XXX-XXXX to get the matter corrected. I will answer my cell phone. My office is difficult to reach me as I am between 5 offices