Nationwide Security Solutions, Inc

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 if they payoff [redacted] in the amount of $299.94. I will now depend on Nationwide Security Solutions, Inc., to continue to monitor our home and pendants.

Unfortunately we can't be in the field with every customer when they sign their contract but what we do is record a survey with every customer just to be sure that they have received everything that was promised to them by the salesman and that they understand the term of their contract. I have...

looked up this customers account and see that this customer did in fact agree to a 60 month contract and I also see that we gave this customer a lifetime warranty on all parts and labor.  If their is a problem with their equipment, please call 1-800-908-8992.

Complaint: [redacted]I am rejecting this response because:
You clearly are not reading the notes on our account. We have a WiFi booster in our home. OUR SYSTEM IS NOT 100% . YOUR TECHNICIAN NOTED THAT THE LAST TIME THEY WERE AT OUR HOME ON JUNE 23RD. I don't see why it is so hard to release us from our contract. Your very own lead tech cannot figure out the issue. We now are not even getting notifications on the app. Your system is not working with our device . Nothing has helped. We have had someone there 5 times and still the issues are there. Please do the right thing and have some good customer service and let us out of the contract. If you would actually read the notes the tech left you would see that he very much noted our system is still having issues. When we signed the contract is was for all the devices we bought to work properly not for some to work and some to not work so the offer to add more apps, change service was not at all what we signed a contract for.  You obviously are agreeing there are issues which is why you keep trying to force us to change what we have in order to keep the service. I'm sorry but I don't want any other devices or apps or anything else. The stuff we bought that is listed on the contract IS STILL NOT WORKING PROPERLY. If the lead technician that you trained and trust to install your system cannot even figure out what is going on how in the world can you say this is not happening and it's our fault. The guy I spoke to Billy H[redacted] said it was a user error and they would not do anything because it's a user error. Well the user error is also the same problem your techs cannot figure out. Like I've said before we have given you plenty of time to fix the issue and resolve it but nothing has been resolved so why am I still having the issues. I cannot get anyone to call me back the people with authority are always put of the office when I call, lies are being told when I do call and get the ladies that have no authority you guys are very much screening the calls sitting by the Aries and making sure they say the right thing when she slipped and said the wrong thing you guys made her instantly put me on hold and transferred me  I'm so beyond tired of these little children games from this company. They are not doing anything to actually fix the issue they want us to change everything beyond what's stated in the contract. Everything possible we have already done and again their own techs cannot figure out the issue.  Monotronics their monitoring company that has joint contract with them and they take the money from us stated they were more then willing to release us from their portion of the contract and have already sent a request to cancel the contract to Nationwide and now we are just waiting for Nationwide to do the right thing and honor that. We have lost countless hours being on the phone with them to try and fix this, lots of hours with their techs in my home and still it had not been resolved. I cannot believe they sit here and lie to the Revdex.com about this situation. Again our system is not working. I do not accept the fact they cannot even read the techs notes. I find it amusing in the first reply they were dead set it was it was an issue from Comcast and they said we needed to contact them. Never once did they tech even mention that but whoever is relying to this did. Then when I called them out and it's not our Internet service now it's our cell service and we need a booster? well we have had one since they installed the system so what is it now? How is it someone can sit behind a computer keyboard and properly diagnose our issue better than tech that was at my house. What is the issue now? These are the exact little games they play . Instead of agreeing there may actually be something wrong and accept the fact that there really is something wrong they would rather waste my time with these ways to resolve our problems but yet the techs have already done what they could. So here we are now. Your first suggestion was comcast that was the issue but because this person responding clearly cannot read notes we have more than enough speed for the system and since they cannot read notes to the second email we already have the WiFi booster so like I've said before. We have done everything. I am not buying a new phone to get this resolved. Please stop with the games and wasting everybody's time come schedule a PULL like you call it so I know it's possible and release us from our contract. We have dealt with this for over a month now. We are done we have tried now do the right thing have some good customer service for a change I promise you having happy customers is much better then angry customers. Your business would benefit from happy customers much more in the long run. Sincerely,[redacted]

At no point were we notified in the beginning that it was a problem that you were listed on the account with your husband. We give all of our customers 3 business days to cancel any agreements that they have with us and this account would have been canceled at that point. The information that you have provided to have yourself removed from the account is invalid due to the fact that you are married to the person that signed for you and signed for himself for a product that was installed into a home that you own. We are willing to work with you on getting the system moved to Colorado through our system move program, you will need to contact our service department to get that set up.

Complaint: [redacted]Regardless of WHY it wasnt working if I am paying for it, not getting any protection and you arent fixing the problem very fast- you should not penalize the client.  That is poor support and not the way to treat a paying customer.
I am asking are you NOW sending me a refund of 2 months instead of 1?  The customer service person that called last week said 1 mo refund and it was being mailed.  Please confirm you are sending me 2 months worth of refund.  I will not accept this without confirmation.

At no time did our representative tell your mother that we bought out her company. We also installed a whole new alarm system in her home and did a recorded survey with her before the install to make sure that she understood that we had nothing to do with her current company.

Complaint: [redacted]I am rejecting this response because: That is not true because if you look at my records I called in at 9pm to check to see why no one showed up. If the technician had car trouble then why didnt he call or someone from your team call to tell us that? When I called in at 9pm the representive could not get a hold of the technician because they would not answer their phone. And if he had indeed had car trouble shouldnt he have called in to you all to make a note on the accounts he was supposed to get to for that day? We waited at our house for 5 hours before calling you all! We were trying to give them time! We had tons of stuff we could have been doing other than waiting around the house for a no show! There were no notes or no indication of anything going wrong. To me this just sounds like a sorry cover up for lack of customer satisfaction!! There are also NO missed calls on our home nor cell phones and there are no messages left! I can pull all records of incoming calls on both phones if you want to keep covering each lie up with another lie! Before saying you tried calling at least make an attempt first! This is a pathetic company to deal with and they are onviously full of lies! This will be escalted to higher ups and all this will be given to my lawyer for him to review along with my call logs from that day up until now!Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:They do not have all the facts as to how many times I talked to [redacted], our Pastor talked to him twice and always he promised to take care of it and never did. I told him from the very start I wasn't sure I could afford the $60.00 a month and his reply was to call the company and they could stop montering. I really did not decline the help it was I was so upset as I had been waiting for 4 hours for a call that Jon promised our Pastor he would make to me as he had also promised to do in the past and never came through on them either. Also part of my unhappiness with the company is the fact I was to get $100.00 for a couple that got the system but surprise I didn't find out about that until 10 months later. Who got that money? I will be happy to talk to someone from the company to see how this can be settled but do want them to know up front that taking $60.00  month from my SS is a hard ship on me.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I was there and personally witnessed and heard the words come from Jeremy's lips. I spoke with Jeremy about this two days later  Perhaps "technically" he didn't intentionally do this, but his approach was similar to saying "bomb" in an airport.  He definitely got everyone's attention. He knew what what he was doing and he knew how to caress the boundary line without crossing.  He has no business telling a 91 year old couple the he "heard from someone up the street that this neighborhood is the ghetto of Springville." Legally he may not have done anything wrong. Morally,  he's just another high pressure salesmen preying on the elderly.  You company drew your conclusion from speaking with Jeremy but made no attempt to contact me and get the other side of the story.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I received an email from Nationwide but the audio isn't available. Can you please send it again?Sincerely,[redacted]

Thank you very much for your input. Jeremy is one of our Managers in your area and would never have intentionally preyed on your elderly parents.
We come across this issue quite a bit in our industry where a customer may have an at home life alert system and for the same cost that they are paying...

for that 1 service they can add Home Security to.
I will address your concerns with Jeremy that you believed that he may have been using scare tactics to sell your parents and make sure that he receives additional training if he is in any way.

Subject: Re: Revdex.com COMPLAINT #[redacted]We have went out to this customers home and performed a full system check and everything is now working correctly and the customer brought her past due ballance current.

Your camera was fixed at no cost to you and the only fee charged was a trip charge of $75 that was lowered to $50 at a later time.
Our technician was told and could see that someone tried to adjust the camera to a different angle after the installation and broke the base. Even with that, we didn't...

charge you for another camera and replaced it at no cost.
As for the recording schedules, you said that the recordings show the camera being installed by the technician? If you see that then the recording schedules are set up. You have access through the alarm.com desktop site to make changes to when to record and the sensitivity of the motion detector. This could have been user error but you can go to the link in the top right corner of each page and there is a video tutorial on all the settings that you can set up.
As for the $50 trip charge, as of today that fee still hasnt been paid and was agreed to by you the customer.

Complaint: [redacted]I am rejecting this response because:Nationwide security has my contract for the first year or for stage 1 of my contract. After the first year then monitronics will...

receive my contract, this is what your customer service rep said. And monitronics will put my account on hold but can't because nationwide is in control of my account. If monitronics is in charge of my contract and account why am I paying nationwide?Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I don't believe that they didn't know about this problem if that's their business to know if their systems work or not and that I made the payments while the system was failing for about 10 months they should know because they withdraw the funds from my checking account and additional moneys for supposed responses to the false alarms when I was not able to answer my phone
Sincerely,
[redacted]

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]

We have been trying to reach you to schedule a service call at no cost to you. Unfortunately our technician had car troubles and didn't make it to the last appointment. 
PPlease call 1-800-908-8992 and schedule a service call, I am sorry about your inconvenience and will be looking into this...

situation further.

I have searched our database and have no customer record with this informationCustomer Information:[redacted] Dallas , TX  75248Daytime Phone: ([redacted]E-mail: [redacted].netThis complaint might be against another company.

Complaint: [redacted]I am rejecting this response because: [redacted], the complainants daughter, was present, however, she does not remember the price being $49.99 for a 5 year term.  Neither [redacted] nor [redacted] understood the terms of the agreement or the monthly payment amount.  [redacted] is quite ill and medicated and is not capable of understanding much.  Two payments of $49.99 were withdrawn from [redacted]'s account on 5/16/16 and 6/14/16.  The issue began in June when [redacted] realized she was being charged more than  she agreed to and she was having issues with the system itself.  She had her bank cancel any further payments because she tried to call the company and talk with them but could never get through to the salesman.

Please fax your final bill from [redacted] to [redacted] or email it to [redacted] so that we can take care of this situation.
Thank you.