My Alarm Center

Revdex.com of Metropolitan Washington DC                                       ...⇄ March 24, 2016
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
Re:         Residential Agreement for [redacted]
dated as of June 9, 2015 (the “Agreement”)
Customer #[redacted] ID # [redacted] 
Dear [redacted],
 
Thank you for your recent correspondence, dated as of March 22, 2016, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
Upon receipt of your letter, our Customer Solutions representative spoke with [redacted] in regards to her concerns and the service invoice that was received for the battery change.  [redacted] agreed to split the cost of the service call and a $74.25 credit has been placed upon the account. 
 
In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  We are very grateful that [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter.
 
Sincerely,
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations

Revdex.com of Metropolitan Washington...

DC                                       ...⇄ March 24, 2016
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
Re:         Residential Agreement for [redacted]
dated as of June 9, 2015 (the “Agreement”)
Customer #[redacted] ID # [redacted] 
Dear [redacted],
 
Thank you for your recent correspondence, dated as of March 22, 2016, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
Upon receipt of your letter, our Customer Solutions representative spoke with [redacted] in regards to her concerns and the service invoice that was received for the battery change.  [redacted] agreed to split the cost of the service call and a $74.25 credit has been placed upon the account. 
 
In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  We are very grateful that [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter.
 
Sincerely,
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The other company is not paying out the balance. I was misinformed and will be handling this 
Regards,
[redacted]

Revdex.com of Metropolitan Washington...

DC                                       ...⇄                 October 28, 2016 and Eastern Pennsylvania [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103     Re:         Alarm Services Agreement for Demarco Jones dated as of January 29, 2015 (the “Agreement”) Customer #[redacted] ID # [redacted]   Dear [redacted],   Thank you for your recent correspondence, dated as of October 27, 2016, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.   In reviewing the account, [redacted] entered into a three (3) year agreement on September 9, 2014.  A few months later, [redacted] called in (i) for service on the DVR; (ii) installation of an additional camera; and (ii) activation of remote viewing and video verification.  On January 29, 2015, a new three (3) agreement was entered into in exchange for a free service call and installation of the additional camera.   My Alarm center is genuinely focused on providing both the highest levels of premium security, as well as superior customer service. We sincerely regret any frustrations that [redacted] encountered. Upon receipt of your correspondence, our Customer Solutions representative spoke with [redacted] to review the above history.      In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Again, we are very sorry for what transpired and are very grateful that [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter. Sincerely,     Elizabeth *. B[redacted] VP of Legal and Dealer Relations

Revdex.com of Metropolitan Washington DC                                       ...⇄      December 10, 2015
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
 Re:          Residential Agreement for [redacted]
dated as of July 21, 2015 (the “Agreement”)
Customer #[redacted] ID # [redacted]
 
Dear [redacted],
 
Thank you for your follow-up correspondence, which we received on December 10, 2015, in regards to the above-referenced Agreement. Our request to speak with [redacted] was not to cause further frustration or additional run-around for [redacted].  We would have really like the opportunity to personally discuss this with [redacted], to ensure that each point was specifically discussed and resolved.  However, it appears that [redacted] prefers written correspondence and thus, below is a summary of our reply:
 
·         The $96 fine that [redacted] received is a false alarm fine; however, the City of Phoenix only issues the fine as [redacted] was not properly registered with the City of Phoenix. The notice stated that [redacted]’s alarm system was not registered, but that [redacted] could return the “application and payment within ten days of the date of this letter to avoid a charge of $96.00.”
 
·         As per my November 20th correspondence, as a courtesy, we placed a $96 credit on [redacted]’s account on 6/16/15. $63.45 of the credit was applied to monitoring invoice #[redacted] (dated 7/1/15), and the remaining $32.55 was applied to monitoring invoice #[redacted] (dated 10/1/15). 
o    Please see the attached payment history verifying the credit.
 
·         As per my November 20th correspondence, the $75.41 service invoice that was mistakenly charged to [redacted]’s account was credited off on November 19th.
o    Please see the attached payment history verifying the credit.
 
·         As of today, there is no balance remaining on the account.
 
Attached please find payment history from [redacted]’s account verifying the above.  Please let me know if I can be of any further assistance in this matter.
 
 
Sincerely,
 
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations
 
Enclosure (1)

Revdex.com of Metropolitan Washington...

DC                                       ...⇄                 April 28, 2015
and Eastern Pennsylvania
Mr. [redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
Re:         Monitoring Agreement for [redacted]
dated as of January 15, 2008
Customer # [redacted]; File # [redacted]
Dear Mr. [redacted],
Thank you for your recent correspondence, dated as of April 24, 2015, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that Mr. [redacted] may have experienced with the cancellation of his services.  While our policies are designed to assure that no system is left vulnerable through cancellation without clear and written confirmation from our clients, it is not intended to make the process difficult or time consuming. It is my understanding that Mr. [redacted] recently moved locations and signed up with a new provider. 
Please let this letter serve as written confirmation that the above-referenced Agreement has been discontinued, the account has been closed, and all payment obligations have been fulfilled. In addition, a refund of March’s monitoring payment is being processed as well. In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Should you be in need of our security monitoring and automation services in the future, we would be happy to have you as part of our family again.  Please let me know if I can be of any further assistance to you in this matter.
 
Sincerely,
Elizabeth M. B[redacted]
VP of Legal and Dealer Relations

Revdex.com of Metropolitan Washington...

DC                                       ...⇄ November 27, 2017 and Eastern Pennsylvania [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103   Re:         Monitoring Agreement for [redacted] dated as of June 22, 2017 (the “Agreement”) Customer #[redacted] ID # [redacted]   Dear [redacted],   Thank you for your recent correspondence that we received on November 22, 2017, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.    We are genuinely focused on providing both the highest levels of premium security, as well as superior customer service. We genuinely apologize for the unpleasant and frustrating experience that [redacted] has had with her system and in obtaining a new sensor.  Our representative recently spoke with [redacted] to address her concerns and it’s my understanding that the system issues have been resolved.   In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Again, we are very sorry for what transpired and are very grateful that [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter.   Sincerely,   MY ALARM CENTER

Revdex.com of Metropolitan Washington...

DC                                       ...⇄ November 20, 2015
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
 
Re:          Residential Agreement for [redacted]
dated as of July 21, 2015 (the “Agreement”)
Customer #[redacted] ID # [redacted]
 
Dear [redacted],
 
Thank you for your recent correspondence, dated as of November 16, 2015, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
It is my understanding that the City of Phoenix requires alarm companies to notify them of all new installs so that they can reach out to the customer to get the system registered with the city accordingly.  As per the June 11, 2015 notice [redacted] received, It appears that this may not have been done by [redacted]’s previous installer.  The notice stated that [redacted]’s alarm system was not registered, but that [redacted] could return the “application and payment within ten days of the date of this letter to avoid a charge of $96.00.”  This does not appear to have been a false alarm fine.  On June 13th, our representative spoke with [redacted] about the passcode that we did have on file and updated as requested.  As a courtesy, our customer solutions representative applied a $96.00 credit on the account on June 16, 2015.
 
On July 20th, [redacted] called to inform us that the keypad was showing “communication failure”.  Our representative tested the system with [redacted] remotely over the phone and determined that our monitoring station did not receive signals.  Our representative suggested that [redacted] to contact the phone company first to verify that there were no issues with the phone line (as [redacted]’s system communicates via the landline and not a cellular communicator).  When the phone company advised that there were no issues, our representative offered [redacted] a cellular communicator for additional protection; [redacted] accepted and a service ticket was created.
 
When our technician evaluated the system on July 24th, it was determined that the alarm system was programmed to an old receiver number.  The alarm system was still communicating, as evidenced by the alarms received by the monitoring station on June 7th and July 3rd.  However, the technician replaced the local receiver numbers with toll free receivers, as is our policy when we service any account, as toll free numbers have become more reliable local lines.  At this point, [redacted] decided not to proceed with the upgrade.  [redacted] is correct that the upgrade charge of $75.41 is not owed.  I am very sorry for the mistake.  Our billing department has informed me that [redacted] disputed this charge with her credit card company, so the payment was never drafted.  This charge has been removed from [redacted]’s account.
 
In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  I greatly appreciate [redacted]’s feedback and the opportunity to rectify the situation at hand.  Please let me know if I can be of any further assistance in this matter.
 
Sincerely,
 
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations

[redacted]                                   ...⇄                 [redacted]
 
Re:          Alarm Services Agreement for [redacted]
dated as of November 28, 2011
[redacted]
*
Dear [redacted],
 
Thank you for your recent correspondence, dated as of June 8, 2015, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
Upon review of [redacted]’s Agreement, it states that the initial term is for a period of 36 months and shall automatically renew for successive periods of 1 year unless either party gives to the other at least 30 days written notice, prior to expiration date. The Agreement is currently in effect until November 28, 2015.
 
As per the notes of the account, [redacted] contacted our office on May 8, 2015, to cancel her account.  As per the conversation with our representative, it seems that [redacted]’s friend had recently entered the alarm industry and installed a new alarm system earlier that week.  Our representative kindly informed [redacted] that there were six months left on the agreement (a total of $119.94), but that we would be happy to cancel the account for a 50% discounted rate of $59.97 and a written cancellation letter. [redacted] requested to reduce the payoff amount to $38.33 as the monthly payment of $21.64 was just processed on May 1st and we agreed to honor the request.
 
Upon receipt of your correspondence, our representative reached out to [redacted] to apologize for her frustrations and to waive the $38.33 payoff amount.  Please let this letter serve as written confirmation that the above-referenced Agreement has been discontinued, the account has been closed, and all payment obligations have been fulfilled. In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Should [redacted] be in need of our security monitoring and automation services in the future, we would be happy to have her as part of our family again.  Please let me know if I can be of any further assistance in this matter.
 
Sincerely,
  
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations

Revdex.com of Metropolitan Washington...

DC                                       ...⇄ October 29, 2015
and Eastern Pennsylvania
[redacted]
 
 
Re:          Residential Agreement for [redacted]
dated as of December 1, 2014 (the “Agreement”)
[redacted]
*
 
Dear [redacted]
 
Thank you for your recent correspondence, dated as of October 22, 2015, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
Upon receipt of your letter, our Customer Solutions Representative contacted [redacted] to discuss the situation. Our representative reviewed the signal history on the account and found that most of the response times were within 75 seconds; however, there were a few noted instances in which the response time was much longer than average.  [redacted] agreed to our offer to have a technician come to her home on October 30th to evaluate the system. The technician is going to trigger the alarm and conduct multiple live tests to gauge the response times from the monitoring station.  Depending on the outcome of the tests, we have agreed to offer a credit to [redacted]’s account if she wishes to remain a customer of ours or we will proceed with cancelling the account, without penalty.
 
We are hopeful that we are able to redeem ourselves and that [redacted] will remain a valued customer of ours. In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  [redacted]’s feedback allows us the opportunity to improve upon our processes.  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

Revdex.com of Metropolitan Washington DC                                       ...⇄                 May 26, 2016 and Eastern Pennsylvania [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103    Re:         Residential Agreement for William Patterson & Sharon Quinn dated as of March 28, 2016 (the “Agreement”) Customer #[redacted]   Dear [redacted],   Thank you for your additional correspondence, which we received on May 24, 2016, 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.  [redacted] and [redacted]’s feedback is greatly appreciated.   We sincerely regret the difficulties encountered with the cameras that were recently installed at their home.  We will be following up with the technician to review their concerns and discuss opportunities for improvement. It is my understanding that our Customer Solutions Department has already been in contact with [redacted] and that we will be removing the cameras and cancelling the account, with no further balance due, upon receipt of a cancellation letter.  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 *. B[redacted] VP of Legal and Dealer Relations

[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]
 Complaint: [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,
[redacted]

Revdex.com of Metropolitan Washington DC                                         ...⇄                 April 17, 2014
and Eastern Pennsylvania
**. [redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
 
 
Re:         Monitoring Agreement for [redacted]
dated as of November 21, 2011
Customer # [redacted]; File # [redacted]
 
 
Dear **. [redacted],
 
Thank you for your recent correspondence, dated as of April 8, 2014, regarding the above-referenced Monitoring Agreement.  First, I would like to express my apologies for any inconveniences that **. [redacted] may have experienced.
 
In reviewing the account, it appears that **. [redacted] was having some service issues with her system in November of 2011.  While on-site, our technician determined that an upgrade would be needed.   At this point, we offered to perform the upgrade free of charge, in return for a new 3 year agreement. 
 
As stated in the Agreement, “This Agreement shall continue for a period of 36 months.  This Agreement shall automatically, without action by either party, renew under the same terms and conditions for successive periods equal to 36 months unless either party gives to the other at least sixty (60) days written notice via certified mail, return receipt prior to the expiration date, of intention to terminate this Agreement upon any expiration date.”  This Agreement is in effect until November 21, 2014. 
 
When a customer transfers locations, they are still responsible for the contract terms unless the new residents desire to take over these obligations.  Our representatives have reached out to the new residents regarding the continuation of alarm monitoring service at the new location.  Unfortunately, we have yet to confirm that they will be assuming this obligation. 
 
Nonetheless, as a courtesy to **. [redacted], as she was one of our valued customers for many years, we are refunding her final payment of $145.00.  The payment will be sent directly to **. [redacted] via check.  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

Revdex.com of Metropolitan Washington DC                                       ...⇄      December 10, 2015
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
 
Re:          Residential Agreement for [redacted]
dated as of July 21, 2015 (the “Agreement”)
Customer #[redacted]-[redacted] ID # [redacted]
 
Dear [redacted],
 
Thank you for your follow-up correspondence, which we received on December 10, 2015, in regards to the above-referenced Agreement. Our request to speak with [redacted] was not to cause further frustration or additional run-around for [redacted].  We would have really like the opportunity to personally discuss this with [redacted], to ensure that each point was specifically discussed and resolved.  However, it appears that [redacted] prefers written correspondence and thus, below is a summary of our reply:
 
·         The $96 fine that [redacted] received is a false alarm fine; however, the City of Phoenix only issues the fine as [redacted] was not properly registered with the City of Phoenix. The notice stated that [redacted]’s alarm system was not registered, but that [redacted] could return the “application and payment within ten days of the date of this letter to avoid a charge of $96.00.”
 
·         As per my November 20th correspondence, as a courtesy, we placed a $96 credit on [redacted]’s account on 6/16/15. $63.45 of the credit was applied to monitoring invoice #[redacted] (dated 7/1/15), and the remaining $32.55 was applied to monitoring invoice #[redacted] (dated 10/1/15). 
o    Please see the attached payment history verifying the credit.
 
·         As per my November 20th correspondence, the $75.41 service invoice that was mistakenly charged to [redacted]’s account was credited off on November 19th.
o    Please see the attached payment history verifying the credit.
 
·         As of today, there is no balance remaining on the account.
 
Attached please find payment history from [redacted]’s account verifying the above.  Please let me know if I can be of any further assistance in this matter.
 
 
Sincerely,
 
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations
 
Enclosure (1)

We signed up to have My Alarm Center (by way of Alarm Monitoring Service of Atlanta) after we purchased our home in June 2015. Everything was working fine for us until Feb/March 2016. I came home to find our alarm going off with no notification from My Alarm Center. Luckily, it was a false alarm, but we called and had a tech out to look at the system. For some reason, our system had disconnected from the monitoring service. The tech ran some tests and our system was back online. Fast forward to Thanksgiving weekend 2016. My husband and I were hours away from home visiting with family for the holiday. Around 3:30 AM, my husband woke up to take a drink of water only to see on his phone that our home alarm had been going off for TWO HOURS. No call from My Alarm Center, clearly our system was not being monitored AGAIN. We had to drive several hours round trip in the middle of the night to check on our home ourselves since no one had been called. With this monitoring failure happening twice in one year, we made the decision to cancel our service only to be told that we will have to pay out our "contract" at $700!!! Why should I have to pay such an outrageous expense when My Alarm Center has not held up their end of the contract TWICE now?? I no longer trust the monitoring services we are paying for through My Alarm Center, and for the safety of my family and property, I want to change systems, but I have to pay $700 to keep my family safe?? I called customer service and they say there is "not enough evidence" to terminate my contract, and will have to send a tech out again to look at our system. Ridiculous! I've never felt more jerked around and taken advantage of in my life.

September 14, 2017 Dear [redacted],Thank you for your recent correspondence that we received on September 12, 2017. First, please allow me to apologize for any inconveniences that **. and [redacted] may have experienced.I understand that **. [redacted] feels a five (5) year contract was not signed, but...

in reviewing the account, there is an Agreement that was signed and initialed on May 9, 2015 with an initial term of sixty (60) months. I have attached a copy of the contract for convenience. Upon receipt of your notice, our Customer Solutions Supervisor spoke with **. and [redacted]. It seems that another service provider, claiming to be from our company, upgraded the Tucker’s alarm system. Unfortunately, it was only after the equipment was installed that they realized it was a different alarm company. [redacted] called in yesterday to inform us that the new company will be sending them a check to pay off the balance of their account with us.Please let this letter serve as written confirmation that upon receipt of the aforementioned payment, the Agreement will be discontinued and the account closed. Should **. and [redacted] be in need of our security monitoring and automation services in the future, we would be happy to have them as part of our family again. Please let me know if I can be of any further assistance in this matter.Sincerely,Elizabeth B.VP of Compliance and Dealer Relations

Revdex.com of Metropolitan Washington...

DC                                       ...⇄ November 29, 2016 and Eastern Pennsylvania Ms. [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103       Re:         Alarm Monitoring Agreement for [redacted] dated as of October 19, 2015 (the “Agreement”) Customer #[redacted] ID # [redacted])       Dear Ms. [redacted],   Thank you for your recent correspondence, dated as of November 28, 2016, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that Ms. [redacted] may have experienced.   We are genuinely focused on providing both the highest levels of premium security, as well as superior customer service. Mr. [redacted]’s valuable feedback allows us to continue to provide the level of service our customers have come to expect. We sincerely regret the difficulties that were encountered in contacting our office to repair the alarm system and will be looking into any opportunities for improvement. It is my understanding that a service call is going to be scheduled to install the complimentary wifi module.      In addition, a four (4) month credit ($173.00) was placed on the account, along with a $56.88 refund.  In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Again, we are very sorry for what transpired and are very grateful that Ms. [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter.     SiSincerely,       Elizabeth M. B[redacted] VP of Legal and Dealer Relations

Revdex.com of Metropolitan Washington...

DC                                       ...⇄         February 23, 2017 and Eastern Pennsylvania [redacted] 1880 JFK Boulevard, Suite 1330 Philadelphia, PA 19103     Re:          Alarm Monitoring Agreement for [redacted] dated as of June 15, 2016 (the “Agreement”) Customer #[redacted] ID # [redacted]     Dear [redacted],   Thank you for your recent correspondence that we received on February 14, 2017, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.   [redacted]’s account was transferred to us in September of 2016.  In reviewing our records, we were not informed of any outstanding installation issues at that point in time. [redacted] later relayed to us that the prior alarm company had collected $270.00, but never completed the installation (5 sensors were never installed).  We sincerely regret the difficulties that [redacted] encountered and are saddened to lose his business. The $270.00 was not collected by our office, but as a courtesy, we will issue [redacted] a refund of $135.00.    Please let this letter serve as written confirmation that the above-referenced Agreement has been discontinued and the account has been closed. In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Should [redacted] be in need of our security monitoring and automation services in the future, we would be happy to have him as part of our family again.  Please let me know if I can be of any further assistance in this matter.     Sincerely,   Elizabeth *. B[redacted] VP of Legal and Dealer Relations   Tell us why here...

From: <[redacted]>Date: Tue, Apr 28, 2015 at 7:35 PMSubject: complaintTo: [redacted] have submitted a complaint with My Alarm ID [redacted] I am sending this email because they have fix the problem and solve the complaint.  They are going to...

cancel my account as I have ask.  If I amsuppose to respond another way please let me know. [redacted]    ID [redacted]

...

                                                                                              
Revdex.com of Metropolitan Washington DC                                       ...⇄ June 15, 2016
and Eastern Pennsylvania
[redacted]
1880 JFK Boulevard, Suite 1330
Philadelphia, PA 19103
Re:        Residential Agreement for [redacted]
dated as of January 25, 2014 (the “Agreement”)
Customer #[redacted] ID # [redacted]
 
Dear [redacted],
 
Thank you for your recent correspondence, dated as of June 11, 2016, regarding the above-referenced Agreement.  First, please allow me to apologize for any inconveniences that [redacted] may have experienced.
 
We are genuinely focused on providing both the highest levels of premium security, as well as superior customer service.  [redacted]’s valuable feedback allows us to continue to provide the level of service our customers have come to expect.  We sincerely regret the difficulties that were encountered in contacting our office to repair the alarm system.  It is my understanding that the technicians were on-site this week and were able to resolve the situation to [redacted]’s satisfaction. 
 
In our relentless pursuit of protection, we’re dedicated to making the world a more secure place – for families, businesses and communities.  Again, we are very sorry for what transpired and are very grateful that [redacted] has allowed us the opportunity to rectify the situation.  Please let me know if I can be of any further assistance in this matter.
 
Sincerely,
 
Elizabeth *. B[redacted]
VP of Legal and Dealer Relations