My Alarm Center

Revdex.com of Metropolitan Washington...

DC                                       ...⇄                 August 30, 2016 and Eastern Pennsylvania [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103 Re:         Commercial Agreement for C R’s Auto Repair dated as of June 9, 2015 (the “Agreement”) Customer #[redacted] ID # [redacted]  Dear [redacted],   Thank you for your correspondence, which we received on August 26, 2016, in regards to the above-referenced Agreement. In regards to the above-referenced Agreement.  My Alarm center is genuinely focused on providing both the highest levels of premium security, as well as superior customer service.  Mr. Dominey’s feedback is greatly appreciated.   We sincerely regret the difficulties that [redacted] encountered while trying to get the alarm system repaired.  We will be looking into the details of the situation to pinpoint opportunities for improvement.  It is my understanding that our Customer Solutions Department has already been in contact with [redacted] and that we will be cancelling the account, with no further balance due.  We are very sorry for any frustrations that this may have caused.   Please let me know if I can be of any further assistance in this matter.   Sincerely,   Elizabeth M. B[redacted] VP of Legal and Dealer Relations   Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  Thank you, Revdex.com, for your assistance!!  :)
Regards,
[redacted]

Review: The company misrepresented the product we were having installed, found out after we signed our contract. 3 years later still do not have the equipment included in the contract.Desired Settlement: Cancel service and refund 3 years of billing.

Business

Response:

Review: I agreed to an upgrade after they agreed to provide a new keypad, paying about $150.00 for one time and looking at their website that they will give 2 free months of monitoring that comes with the upgrade. Now that they have installed the upgrade, they will not honor the 2 free months of monitoring because they say they spent a lot of money on the new keypad.Desired Settlement: honor what you advertise.

Business

Response:

May

2, 2013

Review: Our house was not being monitored because our alarm unit was not communicating with their monitoring station due to incorrect phone number of their monitoring station. Bottomline: the company, whenever they changed their monitoring station phone numbers, customer units were not updated. AND the company refuses to tell us how long this had been going on.Desired Settlement: Acknowledgement of wrong doing and a refund; audit of customer security units.

Business

Response:

My local monitoring service was transferred to My Alarm Center; I had been with the service over 10 years. I am widowed and in my mid 70's. I remarried (a widow) and noticed that my late wife was still on the M.A.C. billing and called in June 2014. to change the name so my new wife could handle the alarm system. I had forgotten details but my wife refreshed my memory: I was told then that the ONLY way I could change name is if I signed up for 36 months. I told him/her that we were downsizing and would not need their system in about 12 months. I was told it would be no problem. After a little more than a year I called to cancel and was told I had to pay the rest of the contract even though they provide nothing. Their service is mainly getting contracts. There was no need for 36 months but I accepted since I needed to change name Now I am having trouble disconnecting even though I sent a certified letter and have called. I and my neighbors are getting auto calls even though we have moved. Their customer service is poor or non-existent.

We had this service for ten years before we moved with no problems they took payment directly out of my checking account. Then we moved and they asked if we wanted to have there service for our new house and my wife said possibly. Then we received bills for three months of service in a house we did not live in any more and when we called them they said we never sent a written cancelation letter???well if we still had the service why didn't they just take it direct out of my checking like they did for the last ten years, because that's illegal . Now there threatening to ruin my credit over three months service in a house we no longer lived in with a direct deposit they could no longer legally take. What a joke I feel like I have to pay just to keep my credit good. DO NOT I repeat DO NOT use this company they play by there own rules. I spent 3 hrs on the phone with them I feel like they owe me three hours of my salary.

Review: My house was broken into alarm sent the wrong signal [redacted] contacted no one .

Even the indicator light was still set. Didn't know my house was broken into until I arrived home. My son had to experience this when it could have been avoided.Desired Settlement: Would like to get out of my contact with [redacted] because I'm just wasting money because I don't feel secured from this security company. I would like a refund for last month since my system was not working correctly.

Business

Response:

Review: My husband and I had alarm service at our home ([redacted]) for 8 years beginning in May 2004. I began contacting the alarm company in June of 2012 to inform them that we would be moving and would not need to renew our alarm service for Sept. 2012-Sept. 2013. I spoke with a young lady who informed me that if I emailed her, she would cancel the service and research refunding me the 3 months that were pre-paid, but that we would not need service (June-Sept 2012). I sent the requested email. After not hearing anything from the company, I called back and was told the girl was fired, but that they did not give refunds anyway. The person I spoke to said they would take care of it. I did not hear anything more from the company until after the September 2012/2013 bill was past due. The company called to inform me that the bill was due and service had not been cancelled. I spoke with [redacted] and [redacted] multiple time, with each telling me that they would look into the matter and get it resolved. Finally, frustrated, I asked my husband to call the company and return ANOTHER message I'd received about the past due bill. When my husband attempted to call to have the issue resolved, he was told that since he was not listed on the contract they could not speak to him without my permission. He is listed on the bill and contract. He finally was able to reach a person who told him that he needed to fax a letter to [redacted] Attn: My Alarm Center to cancel the service. I received another phone call requesting payment after that fax and was told to send the letter by fax again, which I did. My last communication with My Alarm Center was when a rep. called me to confirm that they had received the letter and invited me to start service at our new residence and they would give us a $100 account credit. I declined and that was the last thing I heard from them.

On April 2nd, my husband received a call from [redacted], a collection agency, attempting to collect the alarm bill debt from us. When I called the company back, they told me that the alarm company requires 30 days advance, written notice to cancel alarm services. Had I been given this information by the alarm company during my dozens of phone calls, I would have certainly complied.

I feel that my husband and I were intentionally misled by My Alarm Center so they could continue collecting money from us. I began calling them more than 90 days before we moved and had I been told to send a letter in writing I would have done so.Desired Settlement: I would like the file removed from collections, a letter stating such, as well as confirmation that the alarm service is cancelled and no further balance is due.

Business

Response:

Review: Dear Sirs, Madams,

After having a brand new alarm system installed in October 2012 by [redacted], we realized that our alarm monitoring service was inactive from May 2014 to today because of the need to upgrade the transmitter for the amount of $200. We refused to upgrade, thinking that paying $368 in installation charges and then a monthly charge of $37.83 for a total of $1,087.63 was more than enough. We signed a 36 months contract in October 2012 with [redacted] and barely a year in it, all we have is an expensive and useless security system.

We called [redacted] to cancel in May 2014 and we discovered that our monitoring service was My Alarm Center/[redacted], a company we never heard of, never received any bills or letters. [redacted] agreed to cancel but failed to mention that [redacted] did not. We asked My Alarm Center to cancel our contract but their answer was and is that we can not cancel even if we are not using their service.

However, there is a clause in the contract about increase in charges:

6. Increase In Charges. Company shall have the right to increase periodic charges at any time after the initial 36 month(s) Term of this Agreement with the understanding that the increase will not exceed 10% per year.

Yet, My Alarm Center increased charges from $37.83 to $38.64 in July 2014 before the initial 36 months period.

My Alarm Center is taking advantage of us, binding us to a contract they don't even respect without providing any service.Desired Settlement: Cancellation of the contract (starting date May 2014) without any penalty. Refund of 3 months of charges in May, June and July 2014.

Business

Response:

Review: I signed up wtih My Alaram Center in good faith to lower my home alarm monitoring cost. After approx 12 months of service, I cancelled my home phone line and installed a lower cost VoIP solution. After approximately 6 months, in which my system was supposedly being monitored by this company, I ran my own personal test and realized that the alarm worked, but was not being monitored, meaning when the alarm actually went off, there was no phone call and the police were not contacted. I called the company and was informed that the service did not work with VoIP phone solutions and you needed a dedicated line for it to work. I immediately cancelled my service after much back and forth with the person telling me to get new phone service. I signed up with a reputable company [redacted] that provides cellular monitoriing. Several month later, I received a bill for the next years service. I called them again and told them that I cancelled the service. They said the contract I signed obligated me to 2 additional years of service whether I use it or not and that I should have read the fine print on the ~ 30 page contract. I told them to pound sand on that and the matter was turned over to a extremely unprofessional and rude collection firm called [redacted] out of [redacted]. After many conversations with them they agreed to lower the $257+ that I owed them due tot he fine print by 25% and they wouldnt turn it over to the credit services, and I paid the amount to avoid the credit hassle. This is a horrible way to do business and although I am sure the contract actually says that I hope that the next consumer who doesnt take the time to review long winded legal documents to get a service and is not advised as to what they are getitng into, might see this and do business with a company that is not trying to take advantage of their customers.Desired Settlement: I paid $197 and change to keep from being reported to the credit companies, I would accept a 50% settlement on the total which would bring it to $125 paid to them, which equates to a refund of $72.00.

I am still furious over this "Service" but am willing to accept some responsibility for not being a lawyer and reviewing the contract with a fine tooth comb.

Business

Response:

Review: My alarm center was charging me for monitoring my home from August 1,2013 to June 4,2014, but was not. And they will not refund me my money. They have proof they were not monitoring my home but was still debiting my account.Desired Settlement: Give me my money back.

Business

Response:

Revdex.com of Metropolitan Washington DC June 23, 2014

and Eastern Pennsylvania

**. [redacted]

1880 JFK Boulevard, Suite 1330

Philadelphia, PA 19103

Re: Monitoring Agreement for [redacted]

dated as of October 31, 2009

Customer # [redacted]; File # [redacted]

Dear **. [redacted],

Thank you for your recent correspondence, dated as of June 17, 2014, regarding the above-referenced Agreement. First, please allow me to apologize for any inconveniences that **. [redacted] may have experienced with her monitoring system.

In reviewing your letter, it appears that **. [redacted] was experiencing some communication issues with her alarm system. As per Section 14, It is the customer’s responsibility to notify the Company in the event that service is required. When **. [redacted] contacted our office in May 2014, our representative scheduled a service appointment to have the alarm system evaluated free of charge. Upon inspection of the system, our technician found that the alarm system was fully functional, but that the phone wires required for the system to communicate had been disconnected. It seem that this disconnection is a result of work performed by **. [redacted]’s phone service provider.

As a Valued Customer of ours, **. [redacted] was issued a refund of $123.12, approximately six months of monitoring, for the inconvenience she experienced with her system. **. [redacted] later called in to cancel the account and as requested, was provided a copy of the technician’s paperwork so that she could follow up with the phone company for reimbursement.

The June 12, 2014 letter we received has been applied to the account for cancellation effective immediately. As such, the above-referenced Agreement has been discontinued, the account has been cancelled, and no further payment is required. Please let me know if I can be of any further assistance to you in this matter.

Sincerely,

VP of Legal and Dealer Relations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:My Alarm Center knew that my phone line was disconnected and they still debited my account. So I feel they should give me all my money back not half.

Regards,

Review: I cancelled my services by phone and by email to My Alarm Center in July and they continue to send me bills.Desired Settlement: Stop billing for services not provided and already cancelled several months ago.

Business

Response:

Review: My home alarm system has been incorrectly alarming which has resulted in police coming to my home without my knowledge of an alarm being sentI contacted the companyA subcontractor (who I have worked with before) - came to my homeThe problem was accessed as a faulty control panel, probably from a power surgeI agreed to a new panel plus an upgrade in my systemDuring the installation there were a few issuesThe man who did the work disconnected my home phone and stated he was told by the representative that it was a wireless systemIf I had not seen that my phone was not working, he had planned on leaving it disconnectedThen he also found he did not have the necessary equipment to complete the upgrade plannedHe left without doing anything except putting the system in the "old mode" of functioningThat was June Since then, I have called and emailed the company and the representative with no responseThursday, June I had another alarm upon entering my homeThe call center called me (using an inaccurate phone number)I told them my issues about uncompleted work, them using the wrong phone number to contact me and the nonresponse to my multiple calls and emailsThey said they would contact the company - which did not call backI finally got the representative on the phoneHer response was that she was having personal car proble** and she could not do anything about it but would contact the companyThe only response I have seen from the company (which is really not a response to me personally) is an online survey about "How are we doing" I voiced my concerns on the survey June 27th but -- No responseI did tell the representative that my goal and desired outcome is to cancel my service and to have the alarm equipment removed from my home.Desired Settlement: Cancellation of my service with this company, no further charges and the removal of their equipment from my home
Business
Response:
Revdex.com of Metropolitan Washington DC July 9,
and Eastern Pennsylvania **[redacted], PA [redacted]
Re: Monitoring Agreement for [redacted]
dated as of July 23,
Customer # [redacted]; File # [redacted]
Dear **[redacted],
Thank you for your recent correspondence, dated as of July 1, 2014, regarding the above-referenced AgreementFirst, please allow me to apologize for any inconveniences that **[redacted] may have experienced with her alarm monitoring system
After further reviewing your correspondence and the notes of the account, it appears that **[redacted] encountered problems with her alarm monitoring system and the subsequent service call to resolve the issues with the systemOn May 21, 2014, our local technician visited **[redacted]'s home and replaced the malfunctioning sirenOur technician also found that there must have been a power surge and recommended that **[redacted] obtain a new panel**[redacted] elected to upgrade her system to purchase the new panel, a cellular unit and interactive services
The panel upgrade was completed on June 6, 2014; however, our technician was unable to complete the installation of the cellular unitDuring the upgrade, our technician determined that additional equipment would be needed for the cellular unit and it was too late in the day for the technician to return to the office and then back to the customer's location with the necessary equipmentUpon departure of **[redacted]'s home, the alarm system was operational via the landline; it was the upgraded cellular and interactive services that were not yet completed
As per the recent conversation with our Service Representative, **[redacted] advised us that she was contacting the local office to complete the upgrade, but was having difficulty reaching someone to schedule an appointmentOur Representative listened to **[redacted]'s concerns and the level of customer service that she receivedAs our top priority is to ensure our customers are happy and protected, we will be sending out a technician to complete the upgrade at no cost, in addition to a 3-month credit as a courtesyAs **[redacted] is one of our most valued customers, we are very pleased that she has elected to continue her service with My Alarm Center
Please let me know if I can be of any further assistance to you in this matter
Sincerely,
[redacted] VP of Legal and Dealer Relations

Review: My wife [redacted] and my self were contacted by My Alarm Center to sign up with them for our new house since they were providing the service for the previous home owners. On 3/4/13 she signed the contract, however the sales agent [redacted] who were handling our account said that the contract will not be in effect until the account is activated and the technician comes over to activate the system and install some new equipments she offered for the deal. On 3/13/13 the technician showed up with just the wireless back up cell and no other equipments that we were told they will be added (carbon monoxide detectors) he also dropped a large battery he had on our brand new wood floor in the master bedroom and he disappeared right after that! We called [redacted] to inquire about the missing equipments and complaint about the technician, however she said that there were miscommunication and that's all what we are getting, so on Friday 3/15/13 we requested to cancel the contract as we have a 72 hours free cancellation period from the date of the activation. [redacted] said that she will check with here supervisor to see what they can do for both the equipments and fixing the wood floor and get back to us on Monday 3/18/13 (which is 5 days after the activation date) but we went ahead and sent her an e-mail to confirm this communication. On Monday we a phone call from her and again they said there is nothing they can do and we have to pay $225 for the wireless cell installation in order to cancel the contract and of course nothing regarding the wood floor!! Since this time we stop any communication with the company and been in and out of town over the last few months, then they started sending us bills for the monthly service monitoring ($36) which does not exist since we already installed [redacted] back in March and they disconnected all their connections! Now according to their last bill we owe them $360.48 for the equipment and the monthly service which does not exist!! I spoke with their billing department and they said that I have to pay the equipment fee first in order for them to stop billing us for the monthly service? also they stated that we are supposed to pay a penalty for canceling the contract as it was signed on 3/4/14 and we did not request to cancel until 3/15/13! which is completely different than what we were told by [redacted] as the service was activated on 3/13/13 not 3/4/13?Desired Settlement: We need either they send someone to fix the wood floor as [redacted] said she will ask her supervisor to do that and we can go ahead and pay for their equipment $225, or the need the close this contract and the $225 charges and we will take care of the floor. They need to understand that billing a customer for a service that does not exist is illegal and not acceptable.

Business

Response:

Revdex.com of Metropolitan Washington DC August 28, 2013

My Alarm Center is guilty of fraud. We used this alarm service for 10 years for our business always paying 1 years worth of service in advance at the beginning of the year. In January 2014 we, once again, paid for the services in advance for the entire year of 2014. We began having problems with our alarm service in 2014 and ended up switching services in October of 2014. We had several conversations with My Alarm Service during the switch over of alarm services. We never asked for a refund of the months we paid in advance but did not use. In January we received a bill for services due in advance for the 2015 year. We informed My Alarm Service that we stopped using them in October 2014 but they claim we stilled owed the balance for 2015 ???? They continued to harrass us for payment sending several bills of different amounts (1) for the whole year (1) for just three months and now they sent us to collections for an amount of 2.5x the amount of one year's service. I would not sign into a contract with this company because apparently you can never get out of it.

Review: I purchased an Alarm system with Monitoring al the [redacted] Home Show with [redacted]. To start, [redacted] showed up at my home two hours later than our appointment time which was pre-arranged. Since the system was installed, we have placed over six (6) Calls to Customer Service at My Alarm Center. The sensors had to be replaced after week one. Then the interactive services from my [redacted] did not sync and work properly. After making all of these service complaints, I was told that [redacted] from Technical support will help us. Every time I called and asked to speak to [redacted], [redacted] was not available. Time after time and call after call. I then called to cancel my service and have My Alarm Center return my home to the condition before they installed their flawed system. Upon making this call, I spoke to a Manager by the name of [redacted](**). ** expressed her apologies and sincere concern to help remedy my continuous problems. ** scheduled a Specialist from Maryland to come to my home and check out the web based application from my [redacted]s and my [redacted] to the control panel. The guy was scheduled to come out two weeks from the date of this call between 8am and 10am. They guy arrived at my home at 12;15pm. He stated to me that My Alarm Center should have Never told me that early window and that he knew ahead of time that this would be the time he would be arriving at my home. No one ever called to alert me as I took the time off from work to be home for this specialist. In fact, after all of my complaint calls, No one ever called to follow-up to see if any of the problems were addressed to my satisfaction. And, as of todays date, I have left (3) calls for ** at ###-###-#### Ext. [redacted], to which NONE were returned! Additionally, the promotional service that My Alarm Center was running at the [redacted]. Home Show was the first (6) Months of Monitoring were to be free. I received a bill last week for the amount of $8.02! No explanation as to what or why. My Alarm Centers Customer Service is HORRENDOUS to say the least!!!!! What does one have to do to get proper service. To think this is how they operate when it is supposed to be "Free!"Desired Settlement: Customer Service!!!

Business

Response:

Review: When we purchased our current residence there was an existing home alarm installed. We were required to sign a new contract for 36 months and we completed it successfully despite numerous service related issues that transpired over a 3 year period. When we went to cancel the service at the end of the 36 months. They are stating we didn't given them written notice 30 days in advance. When reviewing the email cancelation I sent, they stated it was invalid and had to be in writing and received in their service center 30 days prior to cancelation. We only provided 10 days written notice by the time I responded back to the email and got the letter off and they received it. So they are enforcing an auto-renewal clause and billing us for another 36 months. I already had a new service provider come in and upgrade our system because My Alarm Center said they didn't offer some of the newer features we wanted installed. Our new provider stated it would not be a problem getting out of the old contract as it was expiring at the end of 36 months. The old provider didn't even contact us when the system was removed which if they were monitoring it correctly shouldn't someone have called us? To this day I have a bill here and no one can prove they are monitoring us so in my opinion they are in breach of their own contract. I offered to pay a pro-rated rate for the remaining 20 days we failed to provide notice and they counteroffered with billing us $354.82 of the total $709.64 or 1/2 the contract amount for the next 3 years.Desired Settlement: I want out of the 36 month contract they are attempting to enforce based on an auto-renewal clause. I believe we made reasonable attempts to cancel our service via phone, email, and in writing. We are not blameless however, as we did only provide 10 days written notice not the required 30 days, but this is crazy. Furthermore, they cannot prove they are monitoring our system so why would I pay for services that are not being rendered. Thank you for any assistance you can lend.

Regards, [redacted]

Business

Response:

Review: On November 7, 2014, my house located at [redacted], Renton, WA [redacted] was sold. This address had the services of My Alarm Center. As I no longer own the property I contacted My Alarm Center to have my account cancelled. On November 11, 2014 I received emails responses from My Alarm Center acknowledging receipt of my request. The email said someone would contact me within 3 days. That didn't happen.On November 17, 2014 I received a voice mail from "Patty." She said she was making a follow up call regarding my account and recent correspondence. She said I can return the call, she's sorry she missed me, and wished me a good day.My work schedule makes it very hard to make return calls during their Eastern Standard Time Zone while I'm in the Pacific Standard Time Zone.Subsequently, on November 21, 2014, My Alarm Center made a automatic payment withdrawal from my bank account. My Alarm Center knows I have contacted them and requested to close the account, yet they have continued to withdraw money from my account. They know I no longer own the property. I am requesting acknowledgement that my account is closed and to be refunded for the $28.20 they have taken from me.Desired Settlement: Please close my account and refund me the $28.20 that was overpaid to My Alarm Center. The account number is [redacted].

Business

Response:

WORST MISTAKE EVER! CUSTOMER SERVICE AT ITS WORST! I initially made a 3 year agreement back in 2011. That has turned into my worst nightmare. After the three years have been up I have been automatically renewed into a NEW 12 month agreement that renews yearly! Without me being aware of it. When I signed up, I was told that after my three years were over I was going to be on a month to month basis. I was given false I formation to make the sale! It is very aggravating that I was not informed when the sale was made how they conduct business. Now I am having to pay an early termination fee to end a term that I initially thought was over. I'm switching over to AT&T because they are offering high tech equipment and for the same monthly payment as my alarm center. When with my alarm system I had the basic plan. People please read before you sign up with them. They will not let you go, its an endless cycle with them