Nobody Beats The Wiz

As per our phone conversation, Amherst Alarm, Incwas to address the concerns of Ms [redacted] by retraining her on the viewing of history events of her systemThe efforts to reach her did not yield a return call, so this has not happenedIn fact this week, Ms [redacted] called our office and requested to cancel her services with Amherst Alarm, IncOur technician was dispatched on an appointment to deactivate her system from Amherst Alarm, IncservicesThis process was completed as of this dateThere are many circumstances regarding this series of events regarding Ms***, her pets, and her homeAt no time was anything in jeopardy and all circumstances were dealt with in the best interests of Ms***This includes assistance from family members who acted in her best interest while she was unable to attend to necessities in her homeAmherst Alarm is not aware of any intrusions / police reports that would document the events listed in the Customer's Statement of the ProblemPlease advise us of the result of your complaint investigationSincerely, Timothy CCEO

Regarding the above complaint, our phone conversation and your letter of January 29, 2016; PLEASE NOTE: SOME OF THE INFORMATION CONTAINED IN ATTACHED REPORTS CONTAINS SENSITIVE INFORMATION, USER NAMES, PASSCODES, WIFI SSID's, and some words used by client for these may be offensive to someAmherst Alarm provides remote interactive services through a third party provider, ***.comThis company provides the communications via cellular radio transmitter to their Network Operating Center (NOC), at which ***.com maintains computer hardware / servers that provide the services for alarm communications, remote access of systems and storage of account historyAmherst Alarm does not own or operate the NOC, and has no control over how long data is maintained in their serversThe standard storage time for clients review is daysSee attached info from ***.com - Section - Remote Monitoring & ControlDays of history is available to the clientAfter speaking to representatives of ***.com, Amherst Alarm has been able to get more than standard data from the ***.com server database because of these extra effortsWe now have available data from ***.com that shows Event History of days, Account History from December to December 2015, and Login History from December to December Also included with this response is a report from our internal service management program, in which our customer service staff documents service requests and action taken to assist clientsThe attached report documents the many times that Ms [redacted] was assisted by our service department staffThe vast majority of which are dealing with password changes, password resets, User code changes, and not knowing her password, These notes align with the ***.com reports showing activity and or the lack of activityIn an effort to identify any actual burglary events that have been described by Ms***, I turned to the Amherst Police Department for any information that they may haveThe Detective Bureau of the Amherst Police Department was contacted for assistance on thisDetective [redacted] stated he notes events in and in 2016, in which the Amherst Police responded to [redacted] He stated that the information provided did not warrant any further investigation other than the officer's reportHe mentioned that if needed a Freedom of Information Act request could be filed with the Amherst Police, Assistant Chief of Police to obtain more informationWhen Ms [redacted] requested that her service be terminated, we arranged for a technician to visit her home and deactivate servicesPart of the process, which is the same for any of our clients, is to remove the cellular alarm radio transmitter, which sends alarm signals, from the systemThe system still functions as local alarmWhen a system is installed, that is the only piece of hardware that is not sold to the clientAs you can see, we have provided the needed support and assistance requested to Ms [redacted] during her time as a clientThe information shows an extremely active account with a much higher than rate of user name, code and password changesThis may be a contributing factor to the perception that someone else is changing these thingsPlease advise us of the result of your complaint investigation or if you require any clarification of the information providedSincerely, Timothy C CEO

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from Amherst Alarm is a bold face lie I have many
police reports due to damage done to my home and item missing from my
homeThey illegally breached the contract by teaching an unauthorized
person hoe to program my alarm system The result has been continuing
trouble that has still not resolved. They took the equipment from
my home that I paid for and own as their technician did not know how to
deprogram the systemAt no time did they call me for any reason and
after I filed this complaint the problems at my home escalatedTheir
even mentioning my family is absurd...it was my brother in law whom
they taught to program my system..he is NOT my family and in fact is
very hostile towards me....there has been estrangement from those
"relatives" for a while and it's a moot point that they even mention
those people They were NOT authorized to learn to program my alarm
system and that is what Amherst Alarm did to violate the contract and
commit fraud Amherst Alarm then locked me out of my system and I did
not have the ability to reprogram it to keep those people out I also
requested my records from them as it would prove who logged into the
system and made changes to it in order to gain entry to my home. Amherst
Alarm first told me to obtain a court order for the records and then
just before their technician was dispatched told me records did not
exist, which is a bold face lie I don't even have a working computer
because this "family" member is so tech savvy he has continually
committed cyber fraud...my cell phone has been hacked, my computer
jammed, and since this complaint actual damage to my home All of this
has cost me thousands of dollars. I am would file a lawsuit but
they're denying me access to my records, making it impossible to prove
my case I demand my records be turned over. They were under
strict instructions to NOT allow anyone access to my system as I was
going through an acrimonious divorceMy husband and I have since
resolved our issues and are on very friendly termsNone of this
personal information really has anything to do with Amherst Alarm
violating the LAW!! Thank you you for your attention to this matter. *** ***
Regards,
*** ***

Regarding the above complaint, our phone conversation and your letter of January 29, 2016; PLEASE NOTE: SOME OF THE INFORMATION CONTAINED IN ATTACHED REPORTS CONTAINS SENSITIVE INFORMATION, USER NAMES, PASSCODES, WIFI SSID's, and some words used by client for these may be offensive to some. Amherst Alarm provides remote interactive services through a third party provider, [redacted].com. This company provides the communications via cellular radio transmitter to their Network Operating Center (NOC), at which [redacted].com maintains computer hardware / servers that provide the services for alarm communications, remote access of systems and storage of account history. Amherst Alarm does not own or operate the NOC, and has no control over how long data is maintained in their servers. The standard storage time for clients review is 60 days. See attached info from [redacted].com - Section 2 - Remote Monitoring & Control. 60 Days of history is available to the client. After speaking to representatives of [redacted].com, Amherst Alarm has been able to get more than standard data from the [redacted].com server database because of these extra efforts. We now have available data from [redacted].com that shows Event History of 60 days, Account History from December 2014 to December 2015, and Login History from December 2014 to December 2015. Also included with this response is a report from our internal service management program, in which our customer service staff documents service requests and action taken to assist clients. The attached report documents the many times that Ms. [redacted] was assisted by our service department staff. The vast majority of which are dealing with password changes, password resets, User code changes, and not knowing her password, These notes align with the [redacted].com reports showing activity and or the lack of activity. In an effort to identify any actual burglary events that have been described by Ms. [redacted], I turned to the Amherst Police Department for any information that they may have. The Detective Bureau of the Amherst Police Department was contacted for assistance on this. Detective [redacted] stated he notes 14 events in 2015 and 3 in 2016, in which the Amherst Police responded to [redacted]. He stated that the information provided did not warrant any further investigation other than the officer's report. He mentioned that if needed a Freedom of Information Act request could be filed with the Amherst Police, Assistant Chief of Police to obtain more information. When Ms. [redacted] requested that her service be terminated, we arranged for a technician to visit her home and deactivate services. Part of the process, which is the same for any of our clients, is to remove the cellular alarm radio transmitter, which sends alarm signals, from the system. The system still functions as local alarm. When a system is installed, that is the only piece of hardware that is not sold to the client. As you can see, we have provided the needed support and assistance requested to Ms. [redacted] during her time as a client. The information shows an extremely active account with a much higher than normal rate of user name, code and password changes. This may be a contributing factor to the perception that someone else is changing these things. Please advise us of the result of your complaint investigation or if you require any clarification of the information provided. Sincerely, Timothy C.  CEO

As per our phone conversation, Amherst Alarm, Inc. was to address the concerns of Ms. [redacted] by retraining her on the viewing of history events of her system. The efforts to reach her did not yield a return call, so this has not happened. In fact this week, Ms. [redacted] called our office and requested...

to cancel her services with Amherst Alarm, Inc. Our technician was dispatched on an appointment to deactivate her system from Amherst Alarm, Inc. services. This process was completed as of this date. There are many circumstances regarding this series of events regarding Ms. [redacted], her pets, and her home. At no time was anything in jeopardy and all circumstances were dealt with in the best interests of Ms. [redacted]. This includes assistance from family members who acted in her best interest while she was unable to attend to necessities in her home. Amherst Alarm is not aware of any intrusions / police reports that would document the events listed in the Customer's Statement of the Problem. Please advise us of the result of your complaint investigation. Sincerely, Timothy C. CEO

I am writing with regard to a letter we received with regard to a complaint that was made to the Revdex.com about Amherst Alarm. Nowhere in our Residential Alarm System Agreement does it state that a client can cancel at any time, nor do we “boast that you can cancel at any time”. The client pays in...

advance for a year of service and in return receives a discount of one free month of service.  She has already used 5 months of monitoring June thru October 2015, and the twelfth month is free. When the client advised us that she was moving next spring we reminded her that she needed to keep her home phone service in order to continue her monitoring service.  She canceled her phone two days later. The consumer’s financial problems are not the fault of Amherst Alarm.   However as a gesture of goodwill Amherst Alarm will assist the consumer in closing out the account and once completed will send her a prorated refund. If we can be of further assistance please feel free to contact me. Sincerely, Emaret E. Customer Service