[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
In order to assess this response, a full account review was completed. This includes all paperwork on file, service records, and phone conversation recordings. The customer signed the agreement on 3/10/16 and was installed on 3/14/16. The equipment installed is consistent with...
the level of service which was subscribed to at that time. Specifically related to the comment regarding a required increase in monthly cost, in order to remove the alarm panel from the wall: When the customer spoke with me on 3/16/16, I offered a return service call to remove the system from the wall, spackle the holes in the wall, and place the alarm panel on a desk mount. There was no charge for this, as I deemed this to be a warranty request from the customer. I did inform the customer that the desk mount still requires a phone line (the level of service which had been subscribed to, based on the agreement she signed) as well as electrical power for the alarm system. In the location on the wall, it is possible that both the phone line and electrical transformer are able to be hidden from view. I was unable to determine this from over the phone, however I wanted her to be aware that these things need to be considered when determining the placement of the desk mount. It was after this portion of the conversation where the customer and I discussed her options for cellular communication. Cellular communication requires additional hardware, and along with cellular communication comes the option to subscribe to additional "interactive" services. It was determined that she would like to subscribe to both of these services. At this point in the conversation, I attempted to work with her on pricing as best I could. The additional monthly fees, as well as the additional installation charges, are both offered to the customer at substantially discounted rates as compared to standard pricing, which she accepted. At this time, I proceeded to produce the necessary document for the customer, which was signed, and also scheduled the return visit from the technician to complete the necessary work. On April 11, I spoke to the customer about their billing. There was an issue with the payment allocation, which generated an unexpected invoice to the customer. This did not impact the total account balance. Per the request of the customer, I also emailed to the customer my written explanation. Throughout my various conversations, I was not told that the customer thought she was purchasing cellular monitoring or interactive (smart phone app access) services at the time of the initial paperwork signing with her representative. Regarding the equipment inside the home. The customer has recently made Guardian Alarm aware of matters related to her equipment which have caused her to question the function. We have sent a technician to the site on consecutive days, the same tech was dispatched on both days. On the first day, the technician tested the device and confirmed its functioning properly. On the second visit, the technician further evaluated, and determine the device was aimed toward the most vulnerable entry point, as was assessed from the technician who initially installed the system. The customer expressed a desire for the device to be relocated so that it is able to capture a different window. The technician relocated the device per the customer’s request. On neither service call were any charges billed to the customer as our system determined the 1st visit was still under the warranty from the initial installation and day 2 was warranted by the previous day’s service call. Regarding the billing for the customer, Guardian Alarm prides itself on being a team with our customers, so I would be more than happy to discuss possible options that might exist for the customer. I encourage her to contact me anytime. Thank You,Chris H[redacted]Guardian Alarm Co.General Manager
Ms. [redacted] called the Cincinnati office and spoke with me. We have made arrangements to pick up the equipment Monday June 27 in the morning. Billing and credit adjustments will be applied to Ms. [redacted]'s account. This solution was indicated verbally as "Acceptable" to Ms. [redacted]. Unless I hear otherwise, we will be at her home on Monday 6/27/16 and proceed with stopping billing and adjusting past charges as she and I discussed. Thanks,Chris H[redacted]Guardian Alarm Co.Cincinnati Office
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
In order to assess this response, a full account review was completed. This includes all paperwork on file, service records, and phone conversation recordings. The customer signed the agreement on 3/10/16 and was installed on 3/14/16. The equipment installed is consistent with...
the level of service which was subscribed to at that time. Specifically related to the comment regarding a required increase in monthly cost, in order to remove the alarm panel from the wall: When the customer spoke with me on 3/16/16, I offered a return service call to remove the system from the wall, spackle the holes in the wall, and place the alarm panel on a desk mount. There was no charge for this, as I deemed this to be a warranty request from the customer. I did inform the customer that the desk mount still requires a phone line (the level of service which had been subscribed to, based on the agreement she signed) as well as electrical power for the alarm system. In the location on the wall, it is possible that both the phone line and electrical transformer are able to be hidden from view. I was unable to determine this from over the phone, however I wanted her to be aware that these things need to be considered when determining the placement of the desk mount. It was after this portion of the conversation where the customer and I discussed her options for cellular communication. Cellular communication requires additional hardware, and along with cellular communication comes the option to subscribe to additional "interactive" services. It was determined that she would like to subscribe to both of these services. At this point in the conversation, I attempted to work with her on pricing as best I could. The additional monthly fees, as well as the additional installation charges, are both offered to the customer at substantially discounted rates as compared to standard pricing, which she accepted. At this time, I proceeded to produce the necessary document for the customer, which was signed, and also scheduled the return visit from the technician to complete the necessary work. On April 11, I spoke to the customer about their billing. There was an issue with the payment allocation, which generated an unexpected invoice to the customer. This did not impact the total account balance. Per the request of the customer, I also emailed to the customer my written explanation. Throughout my various conversations, I was not told that the customer thought she was purchasing cellular monitoring or interactive (smart phone app access) services at the time of the initial paperwork signing with her representative. Regarding the equipment inside the home. The customer has recently made Guardian Alarm aware of matters related to her equipment which have caused her to question the function. We have sent a technician to the site on consecutive days, the same tech was dispatched on both days. On the first day, the technician tested the device and confirmed its functioning properly. On the second visit, the technician further evaluated, and determine the device was aimed toward the most vulnerable entry point, as was assessed from the technician who initially installed the system. The customer expressed a desire for the device to be relocated so that it is able to capture a different window. The technician relocated the device per the customer’s request. On neither service call were any charges billed to the customer as our system determined the 1st visit was still under the warranty from the initial installation and day 2 was warranted by the previous day’s service call. Regarding the billing for the customer, Guardian Alarm prides itself on being a team with our customers, so I would be more than happy to discuss possible options that might exist for the customer. I encourage her to contact me anytime. Thank You,Chris H[redacted]Guardian Alarm Co.General Manager
Ms. [redacted] called the Cincinnati office and spoke with me. We have made arrangements to pick up the equipment Monday June 27 in the morning. Billing and credit adjustments will be applied to Ms. [redacted]'s account. This solution was indicated verbally as "Acceptable" to Ms. [redacted]. Unless I hear otherwise, we will be at her home on Monday 6/27/16 and proceed with stopping billing and adjusting past charges as she and I discussed. Thanks,Chris H[redacted]Guardian Alarm Co.Cincinnati Office