National Alarm Company Inc

This is our Statement in response to the complaint which was filed by [redacted] against National Alarm Company on October 30, 2014:
 
On Friday, October  24, 2014 at 6:00pm, [redacted] called and texted to [redacted] (Installer) requesting that he give her his...

Installer Code because, as she stated, she had another Alarm Company on the phone and needed it.   Her text, "Sorry to keep asking, I'm on hold with another Company to get the system moving".  [redacted] did not respond to her phone calls or texts because Ms. [redacted] was still under the Contract and we were still monitoring her Alarm System at that time.  Ms, [redacted] also stated that she purchased the Alarm System.  She only paid for the installation and a Monthly Monitoring Service.  It is our Policy, as stated in the Agreement, that after the Customer complies with all of the terms of the Agreement, which renews annually unless cancelled in writing, the ownership of the Equipment is then transferred to the Customer.  The Agreement signed on November 17th, 2011 states the "Customer will follow all of the Company's instructions regarding maintenance and use of the Equipment and Customer will not allow or permit alteration of the Equipment except in a manner approved in writing by Company,"  Clearly, she was in violation of her Agreement.
[redacted] [redacted] requested the Installer Code, which is proprietary.  We do not give the Installer Code to anyone under any circumstances.  In her Complaint, she stated that we changed the Master Access Code which is not true.  The Master Access Code is the code the Customer uses to turn the Alarm System off and on, and to access to their System.  We do not keep these Codes, nor do we even know the Code she used.  We do not under any circumstances change the Codes unless we go out to the location and it is requested by the Customer.
In August, Ms. [redacted] requested a service to replace the back-up battery on her Panel, and we did not charge her for this Service.  Back-up batteries are $31.00 and the Service Charge is $75.00 for our Customers.  Her Master Code was working at that time.  We cannot be responsible for damage or programming issues that resulted from Ms. [redacted] trying to program the Panel with another Company or any other Third Party while she is still under the Contract.  If she wished to default the Panel for another Company to take over the system (most Alarm Technicians can do this), she could have called our Customer Service Department and requested a Service after the Contract was completed.  She never called Customer Service to request a service for this purpose.
We have discussed this matter with Consumer Affairs, where she also filed a Complaint.  We are willing to help Ms. [redacted] to default the Panel by sending one of our technicians (service charges will apply) to try to undo any damage that was done to the programming and/or the Equipment.  We cannot, however, guarantee that we can be successful.  We are concerned when she says that her Master Code doesn't work.  Sounds as though she wasn't working with a technician who has sufficient experience with this type of equipment.  Ms. [redacted] may have tried to re-program the system on her own.  We don't know what she did without our knowledge, however, we are still willing to help her with a Service Call.
Copies of our Protective Service Agreement and Installation Order for [redacted] will be provided upon request.  We thank you for all your help in resolving this Complaint.