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Pin of Georgia

6470 Corporate Ct, Alpharetta, Georgia, United States, 30005-8001

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Phoenix changed their DVR that worked with our cameras and it was no longer compatible with the cable we had installed in our home.
We purchased our home through Edward Andrews on June 21st 2016. The security system worked until they changed the DVR and the app they were using and did not inform us. We had a situation where we needed to look at our camera recording and could not get anything (7/2018). This is when we learned of the change when we called Phoenix in a panic. We were brought out a new DVR which the company wanted us to pay for again. Now we have recordings but can no longer see anything on camera or recording when we are away from the house as it only works when we are at home. We now changed systems since this company no longer gave us the service we had originally signed up for at a cost of $2400.00 in equipment. We continued to get billed the last 2 months despite cancelling our service. We also had to buy all new equipment with the new company and can't use the cameras since Phoenix prewired with coaxial cable which is now obsolete with the newer equipment.

Desired Outcome

We have $2400.00 worth of camera equipment that we can't use outside the home. We were charged $32.95/month for over a year of security service we could not use outside the home. We cancelled service yet were charged the last 2 months. We have coaxial cable that was prewired into our home at a cost that new security companies can't use.

Pin of Georgia Response • Feb 13, 2020

Unfortunately the DVR manufacturer went out of business and were not able to support their current cameras. Phoenix Systems did provide a free service call and updated them with the equipment needed at no charge and felt the customer was satisfied.
If this is not the case feel free to reach out to us and let us know what we can do. We strive to satisfy our customers 100%.

I was in the process of purchasing a home and the loan did not go through so therefore I didn't get the property and Phoenix still charged me
I was in the process of purchasing a home and the financing didn't fall through on my banks end so therefore I chided another location which Phoenix didn't service that's why I decided to cancel the services which was in May. Phoenix still charges my fiancé's credit card for months of service I'm very upset about this and they should refund me and cancel this effective immediately

Desired Outcome

Full Refund

Pin of Georgia Response • Feb 13, 2020

Phoenix Systems did activate the system on 1/08/19.
This is when the customer or fiance gave us the credit card information. We have since cancelled this account in September after the customer signed the cancellation agreement and we have let them out of the rest of the contract. No other charges will be accrued.

Please feel free to reach out to us at anytime if you have any other concerns. We strive to satisfy our customers 100%.

Received a year long no charge monitoring from builder through Phoenix Systems. Was advised could cancel at the end of the contract with no charge.
Received a year long no charge monitoring from builder through Phoenix Systems. Was advised could cancel at the end of the contract with no charge; I was never notified that contract was ending nor did I receive a bill. Company advised I was emailed however I did not opt to receive billing communications via email. It wasn't until the account was three months due that I received a written notice and contacted Phoenix. The Collections manager was very rude and conceding advising that the contract was auto renewal and that I owed the funds. I advised that I was not informed of this and I was told that once the contract was up I would be notified which I was not so I asked for the charges to be wavied and for the monitoring to be canceled. Manager advised that she would cancel services but not waive charges. Again she was very rude and asked me why I did not read contract.

Desired Outcome

I wanted the charges to be waived. due to deceptive practices. The company initially sent emails with out me opting in for billing notices so I would not cancel contract so they could bill me for services. If charges are not waived I will use all means necessary to continue this process.

Pin of Georgia Response • Nov 15, 2018

Here is the chronology of our transaction with Mr.:
Mr. signed a one-year no-charge contract including the verbiage that the contract will auto-renew unless cancelled per the terms of the agreement. (NOTE: we never received any notification to cancel. We never cancel by default because it could cause a security risk for the customer.)
His start date (month one) was March 2017 - ending February 2018 (month 12).
April 2018: first billable month. He was billed April 2018.
June 2018: notice sent to say that his account was 3 months past due (March, April, May).
o June 7: We left voice mail on his cell phone.
o June 12: We left voice mail stating his account is 3 months past due.
o June 13: We sent a letter to advise in writing that the account is 3 months past due.
July 10: Mr. called to say the letter was his first notification from us that his account was in arrears. He stated he wants to cancel. At that point, we cancelled the service, but the account balance is still due.
July 16: We contacted Mr. to advise that we would need to send his account to collections. He advised that he would contact the Revdex.com and would not pay us until he received a response.
July 17: We sent his account to collections.
We have abided by our policy to provide security for this customer until he indicated that he wanted to cancel. The funds are rightfully due.
*** Executive Assistant

GEORGIA FLORIDA SOUTH CAROLINA TENNESSEE

Customer Response • Nov 15, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Company never issued bill until months past due...bill should have been issued the first month it was due. Charges should be waved during to deceptive practices.

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Address: 6470 Corporate Ct, Alpharetta, Georgia, United States, 30005-8001

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