Prolink Protection Home Security

Review: this unit has failed miserably, I had to have it removed after contacting them about all the problems. first it starting beeping every minute or so, I changed batteries and it did not stop, called them about it and they said they would send someone out but that was over 3 weeks ago, after no sleep for a couple days and the fire dept calling me at 1 am I finally had it removed, so I want them to pick up unit and cancel my contract, they were not supposed to be in this area anyway as there are signs when you enter that staes no soliciting, plus they made it sound like they were affiliated with the company that was here previously and after checking they are not so that was a liei know another person having the same problemDesired Settlement: want the unit picked up and contract cancelled or I may seek legal assistance if I have to as they were clearly in the wrong

Business

Response:

Customer "[redacted]" was installed on 11/12/2014, we did a recorded quality assurance call before the installation explaining the terms of the agreement and clearly explaining we were not affiliated with any other monitoring company. We also did a post installation quality assurance call verifying the system was working correctly and that his system was up to his installation standards. In both calls, he expressed that everything was working correctly and he was very happy with the process and installation. Customer called in on 5/6/2015 explaining that he was moving and that he needed the system serviced to be removed. We called him on 5/7/2015 to set up a system move and explained to him in our agreement it does explain that a free relocation was included. He declined this offer and explained he just wanted to cancel. Per the agreement he signed, we explained the cancellation fee that was included in the agreement. We attempted to contact him from 5/7/2015 to 5/28/2015 because he explained he would decide what he wanted to do. After 30 days of attempting to contact the customer and leaving countless voicemails, we checked his alarm.com to see that status and usage of system and everything was being used. On 9/8/2015 his alarm registered a tamper signal on his glassbreak detector and smoke detector, meaning someone was removing the equipment. Based on our records, we never received a call or voicemail regarding his system issues. On 10/02/2015 the customer made a complaint to the Revdex.com in which we attempted to call him multiple times on the phone number we had listed on file. I was able to pull a phone number off the Revdex.com report, which was not listed on his alarm account, and was able to reach the customer. He verified everything on the account and as a courtesy and because of the issues we agreed to settle for a cancellation fee and return of the equipment. If the customer has any further questions or concerns he may contact us at anytime at 480.361.9277.

Review: I have been haveing problems sence day one.With service and instillation and billing. When I try to ask for a contract they wont mail it to me,even when they say they would. I called them more then 4 times about this.And I have two voice recordings on my cellphone to prove that there is a contract breach.My bill keeps going up they told me with one camera and alarm inside will be 50 dollars and for 2 its 60. And im paying 60 for 1 camera,and they keep raising the bill. When I try to pay my bill it is impossible to get ahold of someone.When I try to get ahold of someone they etiher transfer you to someone else that doesnt know anything about billing or they hang up.Desired Settlement: I dont want to pay them or be in there syastem any more. And I want out of the contract and to be canceled with out giveing them any more money

Business

Response:

We have made countless attempts to contact Mr.[redacted] to service his account. There were many negotiations on cost as a courtesy to make the system affordable for this customer. We removed some equipment to make this possible for a lower cost. With the many issues Mr.[redacted] has had though, we have come to an agreement to remove the system and void the agreement that was set in place. This will be implemented immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I consider this complaint resolved. Thank you very much with your assistance in resolving this matter in such a short period of time.

Regards,

Review: Taking advantage of Senior Citizen. Tricking her into "signing" a contract for security systemDesired Settlement: contract cancellation. no bank drafts on personal checking account

I just had a ProLink security system installed in my home. I am very impressed with the special feature of being able to access my security and thermostat with my remote device. It makes my life so much easier. Being forgetful sometimes causes me to backtrack to check if I set my alarm/temperature correctly. Now no worries just use my smartphone to check. The access readout display is colorful and pleasing. The voice commands are great. Thank you ProLink! Customer service is awesome too!

Review: On October 30,2013 a rep from [redacted] came by my home and offer me a deal on their alarm system, so I called [redacted] and to see if they could beat them and was told to take theirs so I did, because of the medical system that can be set up in my home. Every since I got this system I have had nothing but problems after problems. I was away in December burring my mother and during the services my cell phone went off stating [redacted] system has not communicated with our services for 24 hours as of the date and time. I would call them and every time I would I would get a different answer. So in January I ask to switched back to [redacted] they told me no because there is nothing wrong with their system. I told them to cancel my services they sent me a termination letter requesting that I pay them $2,467.60. Now I canceled out in January and they draft out $54.11 for February, why? I paid all of the fees to [redacted] to have my service replace back. I did this for them to adverting for them, well I will tell everyone dont use their services not only did they did me dirty but they did the same thing to my mother-in- law who is not decease. I just want my money back and out of the false contract.Desired Settlement: $79.00 for installment $60.30 1st month payment and $54.11 that was taken out of my checking account for February and I have [redacted] services so I am paying twice.

Business

Response:

The company first received news of customer dissatisfaction during the last week of January of 2014. Mr. [redacted] called into customer service on January 27, 2014 very upset because of the issues he was having with his system.Our customer service manager handled the phone call with Mr. [redacted], yet the customer did not communicate to the manager what the issue was, only repeating how dissatisfied he was with the service and hung up on the manager only after a few minutes of conversation .Wanting to resolve the issue as much as possible, the customer service manager worked on the issue with the company's lead technician the same day and checked the system for any potential issues.

It was discovered that same day that the issue that Mr. [redacted] was having was not an issue at all, only a lack of understanding towards a simple feature.This feature, referred to as GEO services, is invaluable to customers that understand how to use it. This feature is easily turned on and off, and is a safety feature that notifies the customer via email that their cell phone is a certain number of miles away from the home.Thus, the notification does not mean that the system has lost communication with the monitoring company,only that the cell phone has lost communication with the panel. Every customer receives training on this feature in addition to every feature provided the same day that the alarm system is installed.

After having discovered this,the company's lead technician called the customer back on January 27, 2014 (the same day) and trained the customer on how to disable this feature. The technician made the following note on the account :"Was on the phone with customer and he insists on telling us that his system is not working because he gets an email regarding a communication malfunction. He is not getting this error at the panel; he is getting this error via email. The issue only affects Android devices when a customer turns GEO services on and fails to log into the app within 24 hours. He has two options to eliminate the problem:1. Turn GEO services off on his smart phone. 2. On Alarm .com under Mobile tab select GEO services, select his device and uncheck where it says 'Report Malfunction if Device fails to Check in for 24 Hours.' This malfunction does NOT have anything to do with the panel's communication ." Even after assisting the customer through several telephone conversations, the customer left the phone call angry and unwilling to communicate effectively.

Shortly thereafter,per the customer's request,we removed the system from the customer's home. The agreements that Mr. [redacted] has signed are legally binding,legitimate agreements . Mr. [redacted] also completed two separate Quality Assurance calls on October 29,2013 and November 19, 2013, during which he agreed on a recorded line to pay $49.99 a month plus tax for a period of 60 months; in other words, he agreed to the length of the contract as outline in his paperwork which he signed. During these Quality Assurance calls, he acknowledged that our company was in no way affiliated with [redacted] and confirmed that he had already cancelled and paid off the due amount with [redacted]. When Mr. [redacted] requested that his system be pulled from his home, we sent him an invoice for 80% of his dues owed on his contract. This is a standard cancellation fee common to every company in this industry, including [redacted], and was outlined in his contract.

In conclusion, the company did everything in its power to assist Mr. [redacted] in understanding the features of his system and removed the system from his home, as requested by Mr. [redacted].

Please feel free to contact me with any additional questions, comments, or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They lied. I did everything they ask me to do. Even reset my phone, then it still didn't work. plus they sent [redacted] the tech back out to my house when I ask them not to because I could never get him to come and look the system. Even he said there is something wrong with the system. [redacted] was the one that sold this piece of crap to me. I have all of the emails that they sent to me so if there was a problem the they said it isn't how come they sent me so many emails. Talking to other people they were having the same problems. Do you think after being with a company for 11 years with no problem you really think I would switch and then switch back for something I would have to pay for. If any thing they should refunded me my money back from [redacted],

Regards,

Business

Response:

To Whom It May Concern:

We hold each of our customers in the highest regards and will always strive to meet their needs in the best way we can.

It is evident through Mr. [redacted]'s phraseology and dismissive connotation - "they lied"and "sold this piece of crap to me" - that a resolution will likely not be made that will simultaneously meet his and company's best interests and expectations. Mr. [redacted] signed a contract by which he is obligated to make monthly payments and was recorded on two separate occasions to specifically agree to the terms of the contract. Mr. [redacted] has also been sent an invoice and has not responded with payment.

With that said, the company is willing to dismiss the balance of his contract - an amount owed to the company worth fourfold the amount of his request - and thereby nullify the terms of his contract. Nor will payment be pursued in the future. If this is accepted, it is also clear that the company will not pay Mr. [redacted] any amounts that he is requesting, which are unrelated to the issues at hand.

Thank you for your time and attention.

Sincerely,

ProLink Protection