Nationwide Security Solutions

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 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: You clearly are not reading the notes on our accountWe have a WiFi booster in our homeOUR SYSTEM IS NOT 100% YOUR TECHNICIAN NOTED THAT THE LAST TIME THEY WERE AT OUR HOME ON JUNE 23RDI don't see why it is so hard to release us from our contractYour very own lead tech cannot figure out the issueWe now are not even getting notifications on the appYour system is not working with our device Nothing has helpedWe have had someone there times and still the issues are therePlease do the right thing and have some good customer service and let us out of the contractIf you would actually read the notes the tech left you would see that he very much noted our system is still having issuesWhen 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 serviceI'm sorry but I don't want any other devices or apps or anything elseThe stuff we bought that is listed on the contract IS STILL NOT WORKING PROPERLYIf 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 faultThe guy I spoke to Billy H [redacted] said it was a user error and they would not do anything because it's a user errorWell the user error is also the same problem your techs cannot figure outLike 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 issuesI 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 companyThey are not doing anything to actually fix the issue they want us to change everything beyond what's stated in the contractEverything 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 thatWe 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 resolvedI cannot believe they sit here and lie to the Revdex.com about this situationAgain our system is not workingI do not accept the fact they cannot even read the techs notesI 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 themNever once did they tech even mention that but whoever is relying to this didThen 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 houseWhat 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 couldSo here we are nowYour 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 beforeWe have done everythingI am not buying a new phone to get this resolvedPlease 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 contractWe have dealt with this for over a month nowWe 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 customersYour business would benefit from happy customers much more in the long runSincerely, [redacted] ***

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 months instead of 1? The customer service person that called last week said mo refund and it was being mailed Please confirm you are sending me months worth of refund I will not accept this without confirmation

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 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 signalA booster was added to your system at no cost to you as wellHopefully all is working good now

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 didI told him from the very start I wasn't sure I could afford the $a month and his reply was to call the company and they could stop monteringI really did not decline the help it was I was so upset as I had been waiting for 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 eitherAlso part of my unhappiness with the company is the fact I was to get $for a couple that got the system but surprise I didn't find out about that until months laterWho 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 $ month from my SS is a hard ship on me Sincerely, [redacted]

Your camera was fixed at no cost to you and the only fee charged was a trip charge of $that was lowered to $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 baseEven 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 upYou have access through the alarm.com desktop site to make changes to when to record and the sensitivity of the motion detectorThis 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 $trip charge, as of today that fee still hasnt been paid and was agreed to by you the customer

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.

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 $I will now depend on Nationwide Security Solutions, Inc., to continue to monitor our home and pendants

Subject: Re: BBB 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.

This customers Daughter [redacted] was with her at the time of signing up for this alarm/medical system and fully understood the $rate was for yearsThis customer is Past due as of Aug19, This customer signed up for this system on April 12, (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 termThis customer agreed to all of these things and hasnt said anything until now that the account is past due and being sent to collections

We are sorry you feel you have been defraudedHowever, upon review, at approximately 5:p.mon 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 timeAgain, this was all on a recorded call and the record and documents speak for themselvesThat 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 permittedConsequently, we believe there is nothing further to addressPlease advise if that is not true

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 contractI have looked up this customers account and see that this customer did in fact agree to a 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-

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 upIf 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 phoneAnd 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 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 wrongTo 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:Nationwide security has my contract for the first year or for stage of my contractAfter the first year then monitronics will receive my contract, this is what your customer service rep saidAnd monitronics will put my account on hold but can't because nationwide is in control of my accountIf 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 was there and personally witnessed and heard the words come from Jeremy's lipsI 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 attentionHe knew what what he was doing and he knew how to caress the boundary line without crossing He has no business telling a 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 wrongMorally, 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] ***

I am willing to entertain your offer of installing glass break detectors if you pay the 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,***

Every contract that we have states that our customers have business days to cancel their contract without penaltyIt looks as if you waited almost a month and wanted to cancelWe 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 lineYour contract with Nationwide is valid and will not be cancelled without a cancellation fee

Complaint: [redacted] I am rejecting this response because: I received an email from Nationwide but the audio isn't availableCan you please send it again?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 months they should know because they withdraw the funds from my checking account and additional moneys for supposed responses to the alarms when I was not able to answer my phone Sincerely, [redacted] ***

I am rejecting this response because: Complaint: [redacted] FALSEThe tech came again yesterday to try and get it working properly and stated it was not our upload speedYour minimum speed requirement is and ours at the doorbell was so that is not the problem at allFurthermore 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 wrongWe have now had different doorbells and they all have had issuesWhen we signed the contract it was for all of the service not some of the service to workBoth the techs that have came to my house have no idea why it's not workingWe have had the system for days and I have called the company over times and have had a tech come out times and we are suppose to have them come yet again todayI will continue calling every single day to have a tech come out until you release me from this contractYou cannot force someone to pay for a service that does not workI 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] ***