Nationwide Security Solutions, Inc

This is the first time we've heard about any problems with this customers system since it was installed 2 years ago. If the customer brings his bill current, I will perform a service call to fix any problems that there may be at no cost. As for the billing issue. Not 1 payment has been made on this...

account since it was installed.

I am rejecting this response because:
Complaint: [redacted]
FALSE. The tech came again yesterday to try and get it working properly and stated it was not our upload speed. Your minimum speed requirement is 1.5 and ours at the doorbell was 6 so that is not the problem at all. Furthermore when the tech left yesterday the problem was still happening and he noted it on the account.  Yes they are coming at no cost but my system is not working 100% again please stop this nonsense and wasting people's time with coming to my house every week making me stay home for hours for them to try mf figure out what is wrong. We have now had 3 different doorbells and they all 3 have had issues. When we signed the contract it was for all of the service not some of the service to work. Both the techs that have came to my house have no idea why it's not working. We have had the system for 34 days and I have called the company over 10 times and have had a tech come out 5 times and we are suppose to have them come yet again today. I will continue calling every single day to have a tech come out until you release me from this contract. You cannot force someone to pay for a service that does not work. I wanted the doorbell camera when I bought the service if that does not work then come get your equipment and rip up the contract since you cannot uphold the agreement with a working system. [redacted]

We are sorry to receive your complaint. Upon review, we are not certain why you believe you could cancel anytime. Our records show you took four separate surveys within the first three days of purchase agreeing that you knew the price, agreement terms, etc. Each of these is recorded. You also stated...

that you received everything you ordered. That said, as to your system not working, we assisted with every concern you had and on November 22nd, via recorded call, you confirmed your system was in order and you needed no additional help. Finally, only on May 22nd, nearly 10 months after purchase, did you call to express a desire for a reduction in price or cancellation. At that time you declined the options that were offered where there were no concerns with the terms at the outset. I see now that you wish to have your camera's adjusted. We offered to do that and do it for free on the 2nd of June. You declined. We are still happy to do that for free in order to get your system where you want it. Please let us know. We believe we can make this work for you and possibly provide a discount to help you as well.

I am willing to entertain your offer of installing glass break detectors if you pay the false alarm fee that we incurred (I did install the motion detector in the basement so I would prefer not to loss it.)I my prefered course of action would be to end our contract but I understand that we have to compromise.  One option I just thought of is to buy the equipment from you.  It would depend on the price.  That seems to be the main reason why we are stuck at this point; I agreed to this monitoring contract in exchange for free equipment.  Thank you for considering,[redacted]

This is a legal contract and the customer did agree to the terms on a recorded line and sign a contract agreeing to the terms. But I am willing to switch out the motion detector on this customers system for a glass break detector in order to prevent any further false alarms at no cost for the part...

or service call fees.

I have pulled up your account and can see that everything is working correctly. If you are still having problems then contact your cell phone provider T-Mobile and request a free mobile phone signal booster.

This customers Daughter [redacted] was with her at the time of signing up for this alarm/medical system and fully understood the $49.99 rate was for 5 years. This customer is 259.96 Past due as of Aug. 19, 2016.
This customer signed up for this system on April 12, 2016 (5 months ago) and this is the...

first that we have heard of any rate or term discrepancy.
Before and after installation we do a recorded call with all of our customers to be sure that everything is perfectly understood about the equipment being installed, the monthly rate, and the contract term. This customer agreed to all of these things and hasnt said anything until now that the account is past due and being sent to collections.

Every contract that we have states that our customers have 3 business days to cancel their contract without penalty. It looks as if you waited almost a month and wanted to cancel. We explained to your husband that he needed to contact his previous monitoring company and cancel the contract so that...

he wasn't being double billed for monitoring services and he stated that he understood on a recorded line. Your contract with Nationwide is valid and will not be cancelled without a cancellation fee.

We are sorry you feel you have been defrauded. However, upon review, at approximately 5:27 p.m. on April 28th, your wife took a recorded survey which, among other things, confirmed the following: 1) she wanted the system; 2) she personally gave a voided check to the sales representative; 3) she told...

us all the equipment she wanted; 4) she indicated the price she was willing to pay; 5) she indicated that the sales representative was professional; and 6) that she scheduled an actual install of the system at that time. Again, this was all on a recorded call and the record and documents speak for themselves. That said, your account has been cancelled at this point where on behalf of your wife, you called and requested to cancel as you/she were permitted. Consequently, we believe there is nothing further to address. Please advise if that is not true.

I am interested in Nationwide replacing our motion detector with a glass break detector.  
Funny thing about the alarm class is that when we called and spoke with a detective they were very surprised that  we had even been charged for the false alarm since it took them so long to respond.  I do not know if the mistake was on Nationwide's end or the PD.

Complaint: [redacted]I am rejecting this response because: 
 
On 9/12/2016 a salesman by the name of, [redacted], representing your company came to my home while I was out of town. We are seniors 91 and 86 years of age. My husband, [redacted], who is 86 years old and havng memory and decision making problems signed a contract with him. We already have a contract with [redacted] and are now under two contracts, one with [redacted] and now with Nationwide. I have contacted [redacted] at Nationwide and have asked her to cancel the contract due to the fact that my husband is not capable of making good decisions. [redacted] has refused to cancel the contract. My daughter [redacted] has also contacted [redacted] on my behalf to try and resolve the problem but to no avail.
I am 91 years old and am now having to deal with this contract which was sold to my husband without my knowledge. It is becoming too much for me, and I am afraid it is going to put me in my grave. It is apparent that [redacted] targeted our home due to the [redacted] sign in front of our mobile home which indicates we are protected by them already. It is obvious that [redacted] preyed upon my husband’s lack of mental capacity and coerced him into signing a contract for no other reason than to make a commission by preying on an elderly person. My husband will say yes to anybody for anything. As I stated earlier, I have contacted a supervisor by the name of [redacted] at Nationwide Security Solutions, Inc., about the shady sales practices of her salesman and requested the contract be canceled. [redacted] told me her salesman told my husband we had three days to cancel the contract, but as I have stated, my husband does not have full mental capacity and has not been making good decisions. This did not seem to matter with [redacted], and she had no compassion for the problem created by her salesman despite the issues my husband is having On 9/12/2016 a salesman by the name of, [redacted], representing your company came to my home while I was out of town. We are seniors 91 and 86 years of age. My husband, [redacted], who is 86 years old and havng memory and decision making problems signed a contract with him. We already have a contract with [redacted] and are now under two contracts, one with [redacted] and now with Nationwide. I have contacted [redacted] at Nationwide and have asked her to cancel the contract due to the fact that my husband is not capable of making good decisions. [redacted] has refused to cancel the contract. My daughter [redacted] has also contacted [redacted] on my behalf to try and resolve the problem but to no avail.
I have since checked with the [redacted] City Clerks Office to see if your salesman had a permit to sell contracts for your company. The City Clerks Office said Nationwide did not have a permit to sell in [redacted], but [redacted] did have a permit. This also verifies the shady practices of your company and sales people. I have also contacted the [redacted] Police Department to file a report about possible elder abuse and fraud. I will also be filing a complaint with the Colorado Attorney General’s Office on this matter.

I am sorry that you feel that it was our fault that your security services were not working correctly and that is why we compensated you for 2 months of free service, even though the reason that your system wasnt 100% functional as a loss of cellular communication in which we cant control Verizons...

Cellular signal. A booster was added to your system at no cost to you as well. Hopefully all is working good now.