Republic Alarm Services, Inc.

Complaint: ***
I am rejecting this response because: The sensors should have been replaced in the initial installation or I should have been made aware of the problems associated with using old sensorsAdditionally, why would I sign a month agreement when I have been nothing but disgusted with the service to date. I have no confidence in the companyI was told by the last technician that the sensors were old and should have been replaced, thus you knew of the problem more than monthsThere is no guarantee that your technicians will get if fixed correctlyAgain, I do not feel it is right to pay for a system or service that has not worked correctlyI will not sign another months. I want out of the contract so I do not have to deal with your company againMy proposal is to pay the outstanding balance and be let out of the contract for - not being told clearly about the year contract - failing to disclose the old sensors were not compatible with a new system and - the problems associated with the system
Regards,
*** ***

I do apologize for any problems that have occurred with your system. The length of the contract should have been disclosed to you from the sales person and the tech at the time installAlso a copy of your contract was emailed to you at installation.As for your system having issues, per the
work order the tech was not told to replace any sensorsThat is why existing sensors were used. I know that we were out there a few time in October and Dec of and I am sorry that any issue was not corrected at that timeAfter the last service call in December we did not hear from you about any problems you were having for monthsThere was many collection calls made to youDuring only one of the calls you stated your system was not working that was in April of this yearThe billing department then issued a service ticket but no one was able to get a hold of you to schedule a time to service your alarmAugust was next time anyone with Republic heard from you. You called in to make a payment and at that time we scheduled a service callThe tech went out to your home and corrected the issues you were havingThe next correspondence from you was on 10/when you notified billing that you were going to file this complaint. Two more months went by before we heard from you again. We can replace the sensors but there will still be a past due balance that needs to be paidThe past due balance can be worked into a payment arrangement. In order to both replace sensors and wave the past due amount we would need you to sign a new month agreementThis is due to us not having knowledge of your issues or we were unable to get a hold of you to help correct the problems.Please advise and we can have a tech out this week. Thanks

This account has been terminated and no fees have been withdrawn since 02/We apologize if an invoice was mailed by mistakeOur records indicate this account was terminated back in FebAnd no funds are due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11448210, and have determined that this does not resolve my disputeI have not received a formal confirmation LETTER stating we are no longer with and have been released from the contract with REPUBLIC ALARM SERVICES Also a time and date for them to remove their equipment so this can be resolvedAn email stating we are not in contract with Safe Home Security or Republic Alarm is not an official confirmation that can be proven to any credit collection agencies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I am thankful that Republic Alarm has accepted responsibility for their failure to maintain my alarm system, I truly do hope that this issue brings about change for their company. However, they have failed to release me from the contract. I would like to move on from this bad experience and stop worrying about it. I am in receipt of a check from Republic Alarm but feel uneasy about depositing it until I have been released from the contract as I fear doing so will somehow be construed as my agreement to remain in a contract with Republic Alarm. I have sent follow up emails with them concerning the termination of the contract and so far have not heard anything at all. I am fearful they will send me to collections so I keep paying them month after month though I feel like I am being held hostage by their threat of doing so. Please terminate the contract, or at least acknowledge that part of my request! Republic Alarm has not made any written statement about my request and I feel like that is part of their way of keeping me paying even though it was established that they failed to maintain my service and therefore broke the contract, which allows me the right to be released from it when asked, repeatedly.Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
I have, in front of me, an invoice Summary of Charges that shows the monthly charges for July, August, September, and October for a total of $194.80. This indicates to me that charges have not stopped

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
Unfortunately, there has been more than "an invoice" that has slipped past your company. We have been billed every month since your stated termination date. Until I see in writing from you that you have advised your billing company to stop sending further billings, I will not believe that there is a chance of not seeing another charge from Republic Alarm Group

We are trying to get this resolved but Safe Home Security is not responding to our emails or callsI called them several times today leaving messages for *** *** and *** ***They have not responded in any formTheir lack in responding is why we have not been able to get this resolvedTheir contact info is as follows: *** *** ###-###-#### xt *** her assistant *** *** xt *** We want to get this resolved for Mr*** quickly and we have been trying to do soSafe Home is not monitoring his system, Republic Alarm is monitoring himHe does not owe Safe Home any moneyThey are not providing him with any kind of service

[redacted] - I'm so sorry for all of the billing issues that have occurred. The owner has informed us that it has all been resolved. We did switch to a new billing company and the old billing company took a long time removing our customers from their data base. We issued a refund on 09/06/17 $54.11,...

10/30/17 $54.11 credit was issued onto the account for the next months billing (per customer request), 11/20/17 issued a credit onto the account for $107.22 (per customer request). When we spoke on December 6th we went over all the credits/refunds that were given and you agreed that they were all correct. 12/06/17 - refund was issued for $108.22 ($54.11 for double billing & $54.11 for courtesy refund) which went onto the checking account we have on file (per customer request). That same day I emailed you with information regarding the refund and courtesy month. Please let me know if you have any other questions or problems so we can take care of it quickly.

Complaint: [redacted]
 
I am rejecting this response because: The account you have on file is the account that you are billing and I still have not received a refund for the 108.22 in that account. Also I would like to end my contract with republic alarm that has not been addressed. Also once my contract is canceled I would like the un-used credits refunded for the 2 months. 
Regards,
[redacted]

Per your request Republic Alarm will provide Mr. [redacted] with a cancellation of service letter. We will also schedule a time for our technician to come out and remove the equipment. We have not been billing Mr. [redacted] since March 2016. We had actually already refunded the customer for the previous double billing issue back in March 2016. We are a little confused on this matter to be quite honest, but if all it takes is a letter of cancellation that we already provided we will be happy to do so. Safe Home Security is a completely separate entity and therefore we have no control over the way they conduct their business. We will send another response to them with regard to this matter. What they choose to do we will not have any control over. Safe Home Security is the company who has continued to harass this customer. Even after our previous request for them to stop.  Warmest Regards,Republic Alarm

In response to the complaint from Mr. [redacted]. We have been working with him diligently trying to get this matter resolved. Our contacts at Safe Home have not returned our emails or calls so we can get this issue resolved quickly. We are doing everything in our power to get this taken care of. I have...

forwarded the complaint via email to Safe Home in hopes for a response. We did not bill Mr. [redacted] for April or May and we refunded $50 for the month of March for the inconvenience. I will contact Safe again today and try to get some answers for Mr. [redacted]. We apologize for this happening and we will continue contacting Safe in order to get this resolved.

As per the check we do apologize,  As of (DATE) a check was issued for $346.00. To be in accordance with our bank we must have documentation of why we issue any rebate checks.  This is why we ask for a copy of the final bill.  When the final bill was sent over [redacted] she should have...

advised that we need a clear copy of a final bill that states who the company is. It is a safeguard for us as well as a requirement from the bank to ensure that we are in fact rebating a customer for an alarm contract they have. This is a requirement for all customers who take part in our rebate program. The time that it took for Mrs. [redacted] to get a response is not acceptable. It should have been clearly stated once received that we need a copy of the entire bill. This has been addressed and exalted to the owner of the company. Action has been taken to ensure this type of slow response does not happen again.  At&t provides more services than just security. The bank required us to show that is was in fact for a security system .We did not ask for a copy of the contact to question the customers honesty. Customer are asked to provided pervious contracts when taking place in the rebate program.  Once the recorded call was conducted that was sufficient  for the bank.  Republic was under an audit for sometime by our investors.  We were not allowed to issue any money out of our operations account. It was a freeze until the audit was finished. over a course of many weeks employees of Republic Alarm were given different dates as to when the audit would be finished. As each day came and went a new date was given. Finally we were given green light to go ahead and issue checks. I am unsure of whom the friend is that was due a referral and again unsure of anyone who was drafted three times.  I can ensure that if this customer called into the office they would have been taken care of.  As a result of this issue we’ve since created and implemented a more specific rebate form which includes specific instructions for submitting the information needed to request a rebate be fulfilled.  This portion of the operations has improved significantly as a result.  With regard to the existing sensors in the home from the previous company, they were not compatible with our system and needed to be replaced with compatible sensors.  We are extremely regretful for your negative experience and hope that moving forward everything is as we would expect it to be.  Please contact us if there is anything else we can do to better serve you.

This account was terminated per your request and a refund check was mailed on September 20th.

Attached is a copy of the refund receipt that was processed on 12/11/17 in the amount of $108.22. This was sent through Bill Pay as previously stated. Each bank is different with how quickly they process transactions. It usually takes 7-10 business days to process. It may show up as pending until it's fully processed. Please contact your banking institute for a status update.

Complaint: [redacted]
I am rejecting this response because: I have not received my refund as of today. I have been looking for my refund in the  mail and in my account that you all are billing me through and have not received the refund in neither place. Also I feel that I am being scammed because it should not be hard to refund me the money you all owe me to my account that you all have been taking extra money from.  This company has not held up to any of it’s promises and I would like my contract canceled without any cancellation fees or transferring. I should not have to go through all this to get my money back that you all owe me! Please refund me my money or track the check that you all sent because I am very tired of going through this with you all and cancel my contract.  Regards,[redacted]

To whom it may concern:    It’s absolutely unacceptable for any representative to misrepresent our organization in any way.  This issue was immediately addressed.  Our company offers a rebate program to customers with existing alarm services.  It’s...

my understanding that this may have caused some confusion throughout the process.  I’m very sorry for this.  As a result we have refunded all monies and canceled your contract with Republic Alarm. The last bill received was simply a result of it being sent before the billing department received notice to stop the billing.  With regard to compensation for the time spent, we feel like this was a misunderstanding and that releasing the customer from the contractual obligations should suffice.

Mr. [redacted], We cancelled your billing in April until you resolved this issue with Safe Home. We also issued a $50 refund for the March monitoring. We are still actively monitoring your alarm system at no charge.All of the harassing letters and phone calls have been coming from Safe Home. They are a separate entity and not affiliated with Republic Alarm. Now that we are aware you are wanting the cancellation letter sent via email we will do so.

We have not received any payments for double billing in march of any kind nor a letter of any resolution.  We have NOTHING in writing proving totally resolved. Please issue payment and letter so we can finally be done with this. I can no longer trust just your word. You have our number and email  to send letter and to contact us directly. It is now June, I would think we would have received payment by know if it were truly sent.

Complaint: [redacted]
I am rejecting this response because: I have not received my refund as of today. I have been looking for my refund in the  mail and in my account that you all are billing me through and have not received the refund in neither place. Also I feel that I am being scammed because it should not be hard to refund me the money you all owe me to my account that you all have been taking extra money from.  This company has not held up to any of it’s promises and I would like my contract canceled without any cancellation fees or transferring. I should not have to go through all this to get my money back that you all owe me! Please refund me my money or track the check that you all sent because I am very tired of going through this with you all and cancel my contract.
Regards,
[redacted]