Omni Security, Inc.

Email from [redacted]:Hi [redacted],
 I am sorry I missed the last email. I get a lot of mail and have been out of town as well, just returning yesterday. What Mr [redacted] leaves out that Dr [redacted] and I are married (for the past 35 years) and reside at the same address. I offered to call Mr. [redacted] and make the complaint as Dr. [redacted] did not feel he was getting anywhere. Dr. [redacted] and I have never "been happy" with the way things have gone with this company. We called [redacted] as soon as we realized that there was another provider that serves our area and would give us a sense of security. When I spoke to Mr. [redacted] he told me that his "facts" were different from mine and that it was our word against his. He didn't even know how many years we had been with their company. He indicated that the fact that we didn't stop with them sooner was proof that we were satisfied.  
The definition of "blackmail"  : the action of demanding money from a person in return for not revealing compromising or injurious information about that person.
We are not demanding money from Mr. [redacted]. We asked to cancel the contract and come to a compromise such as "split the cost of the remaining period of time" - which he refused to do.
I will forward this to Dr [redacted] so that he can respond and verify that we are both customers of Omni.
Thank-You for your time
Best Regards
[redacted] PhDEmail from [redacted]:Hi [redacted]-There are several gross inaccuracies in Mr. [redacted]'s letter to you, beginning with his attempt to characterize [redacted] as "not the customer" on our account.  This is absurd, as she is my wife and therefore a full partner in any contract entered into for services in our home.  It was she who initiated the original contract for the security service and has been a full and equal participant in all decisions regarding initiation/continuation/restoration/termination of those services.  I have never been fully satisfied with Omni's security services, and was outraged when we discovered that for at least 6 months that service had been completely inoperable.  It was only after bitter complaints from us that Omni offered to compensate us for the half year of non-service.  We had numerous false alarms on the Omni system, had repairmen out to work on it, only to have the problems be unresolved, with additional inconvenience to us.  I never stated to Mr. [redacted], nor gave the impression, that I was in any way satisfied with the security services provided by Omni.I strongly disagree with Mr. [redacted]'s descriptions of our actions as "blackmail".  After Mr. [redacted] failed to respond to our requests to resolve our dispute with his company in a respectful manner, he was simply informed of our intention to contact your office with our complaint.  At no time was Mr. [redacted] "threatened" with further disclosures if he did not meet our requests for compensation and/or release from our contract.  We considered negotiations with him and Omni to be finished, and wished to inform others of what we consider to be substandard business practices.  Indeed, Mr. [redacted]'s characterization of our basic rights to take such actions as "blackmail" to be borderline slander, and an attempt on his part to evade responsibilities for his actions, about which we have such serious concerns.The remainder of the inaccuracies in Mr. [redacted]'s letter to you are of lesser importance, the above are what I see as the central issues.Thank-you for addressing this,
 
[redacted], Ph.D.

Thanks for the assistance...

[redacted]! 
 
Please let me start by stating that at OMNI Security our customers are our number 1 priority, and we do everything in our power to ensure a pleasant and effective experience.  There are a lot of topics that have been presented by Ms [redacted].  One of the biggest concerns on this whole document is that Ms. [redacted] is NOT our customer but just an emergency contact on the actual customers account.   The same customer that has resigned with us for 3 consecutive 3 year terms at an extremely competitive rate.  Normally we would not even address this situation given these conditions, however we feel it be best that some facts be revealed to clear OMNI Security of any wrong doing. 
 
1)      Ms. [redacted]’s statement talks about providing a letter and then a history of problems, however this statement has maybe 2 lines of a letter mixed in with her account.
2)      Ms. [redacted] is on a border line use of blackmail with us stating that unless she gets what she wants she will be ready to defame our company.  This is a threat and one that we are not ready to give in to because of how this relationship has gone for the last number of years.
3)      Mr. [redacted] the actual customer willingly resigned with OMNI security for 3 consecutive terms.  He did this to make sure that he could keep his current monitoring the same price.  Unfortunately Ms. [redacted] must have signed with [redacted] at the same time and is upset that they now have 2 monitoring contracts.  This is not the fault of OMNI Security and one that she needs to speak with Mr. [redacted] about
4)      There is a mention of our system not being up to code.  Code refers to NFPA 72….one in which only the Builder of her home would need to follow.  The security industry companies are not code enforcers for any single family residential home.  It would have been immoral and illegal for OMNI to tell a customer that they needed a certain amount of smoke detectors and carbon monoxide detectors to meet code because this was not the case.   A very reliable system was designed and implemented and fully functional for years.  There was one issue with a cat setting off a motion detector.  This was not a common occurrence in the first 3+ years, but suddenly there was a change.  OMNI suggested a new device for glass break detection which the customer opted out of.  There was also ONE period in which it was found the system fell offline.  We compensated Mr. [redacted] for this time and troubleshot the situation only to find that this could have been an issue with the phone line connectivity.  Mr. [redacted] was obviously happy with our service and equipment because he continued to contract OMNI for services.  The President of the company was even the one that spoke with Mr. [redacted] for the renewing of the contract.  In 7+ years, these were the only 2 issues that have occurred with the system.  And when there were these issues they were promptly responded to and remedied.  The central station can attest to this. 
5)      There was no employee that took any files from OMNI, rather OMNI informed customers of a former employee that was trying to start their own business and sign over existing OMNI customers.  We wanted our customers to know that he was not with us and that we had no affiliation.  A proactive effort that we thought was best for our customers.
6)      The president of OMNI was out of the office for 3 days, not weeks and was actually in touch with the customer before leaving to inform them of this.   OMNI will not avoid any customer complaints, rather address them as quickly as possible to try and find a resolution.  Ms. [redacted] does not understand that Mr. [redacted] signed a contract and that it is not OMNI’s fault that he or she signed another contract at the same time.  The president of the company was on the phone with Ms. [redacted] and said to pass along to Mr. [redacted] that OMNI would pay for 25% of the remaining monitoring….an offer that OMNI is not obligated to offer.  Ms. [redacted] hung up on the President and that was the last OMNI heard of anyone from this account.
 
We hope this addresses the majority of the false accusations that Ms. [redacted] has directed at OMNI.  We will not be blackmailed or bullied into an action that will compromise our integrity.  OMNI thrives on our customer testimonials and need to make sure we properly handle these issues as they arise.  If Mr. [redacted] would like to contact us to discuss a resolution, he has our number.  He is also the contract holder and the person that we should be dealing with.  Thank you for your time.
 
 
All the best,
 
[redacted]
President
OMNI Security, Inc.
A trusted and award-winning business and home security provider serving NY, IL, and PA
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www.[redacted].com