Royal Security

Initial Business Response / [redacted] (1000, 9, 2015/12/03) */ We contacted the customer and his wife to go over everything, get more details, and see how we can resolve his issueThey went over that with us and they said they would be getting back to us this week on how they want it resolvedWe are expecting their call to move forwardWe are also in the process on verifying if there was in fact an inquiry and if so will move forward on removing it

Initial Business Response / [redacted] (1000, 5, 2016/02/18) */ I would like to clear up any confusion in regards to your account and assure you we are more than willing to work with you First I would like to confirm your agreement is for months, not months, as you had mentioned it was a concern If it eases you to check, on the paperwork of said agreement there is a page that says "No Secrets" in bold print that verifies you are set for the months Next I would like to apologize that yes, in fact we were unable to get our Liftmaster control to work with your garage door openerWe troubleshooted with the garage door control tech support, as well as the alarm system tech support and even cancelled out the entire account number and created a new one in attempt to get it workingUnfortunately, we were unable to do so due to a compatibility issue your representative did not foresee in his initial walk-through We were very sorry for being unable to offer that new piece of equipmentIn order to make up for that, a new agreement was signed once we made some changes: our office dropped the rate from $to $and re-did paperwork at the lower rate, then sent the additional check you mentioned for $to credit you $more per month for the full monthsWe also waived your first month of monitoring due to the issue and added an additional door sensor to your side garage doorAt that time we were very confident we had resolved all of the issues on the account and compensated you for the inconvenience and subsequent change in your equipmentWe then verified that through a phone survey before moving forward with any billing I have looked into the issue about the police dispatch that caused a $fee and have requested the monitoring company to provide us with a document that states they did not dispatch so that the you can give that to the police department in question and have that fee removedHowever, if while they are looking into the details to get that moving, they find that they did in fact dispatch we will be reimbursing you the $alarm feeWe are merely actively awaiting the investigation to finalize so we can receive the response from Central Security Group (CSG) to move forwardIt is a matter we have notified them is very urgent I also wanted to do some explaining in regards to your concern about the system arming and disarming itself without your doing it: According to the technician, everything was in working condition with your panel per the service he did, which we had no problem covering the cost ofcording to the event history that we were able to see at the time of service, what occurred was someone used the key remote they have and armed the systemThere are key remotes that were given to you to arm and disarm the systemIt is generally placed on a keychain so it is surprisingly common if it is in a purse or someones pocket and they are home, for it to get accidentally pressed and arm the systemThere has been no issue since but we always advise customers to be careful of where they put those key remotes for this reason Also, we have been trying to reach you in regards to the glass break "offline" that was mentionedAn offline sensor occurs when the signal distance between the panel and the sensor is too greatThis does not necessarily mean actual distance in length, it can change based on insulation, whether doors in house are closed or open, etcThat is why it did not start right from the day oneThere is a piece of equipment called a repeater we install at no charge to any customer in this type of instance that boosts the signal to counteract the distance issue We talked to your wife [redacted] three times to try to get her to open a service but she did express to us that she only wanted to speak with one person in our office ( [redacted] ) who was unfortunately not working those daysHowever, once [redacted] was back in the office, she called her three times to get moving on that and left messagesI understand per the notes on the account something personal has come up and you requested a few days to work through that without us calling youYou have a warranty that covers the cost of service and equipment, it would be at no cost whenever you are ready Here are notes of messages left for your records :(LMOM means left message on machine and the # in question is [redacted] *Feb XX XXXX X:XXPM PST - [redacted] Called (40) and LMOM to cal backCustomer called in having issue with system, she needs to call CSG to open service ticket *Feb X XXXX X:XXPM PST - [redacted] Called (40) and LMOM to call backCustomer called in having issue with system, she needs to call CSG to open service ticket *Jan XX XXXX X:XXPM PST - [redacted] Called (40) and LMOM to cal backCustomer called in having issue with system, she needs to call CSG to open service ticket Lastly, I am very sorry about all teh confusion in regards to your system being monitoredI can assure you, you're system has been online since your install date on 6/22/I do apologize that you were misinformed when you called into Central Security GroupWhat happened there is, as I mentioned in the beginning, in an attempt to get your Liftmaster working we completely deleted your account and rebuilt it while the tech was on site that day The person you spoke with at CSG that told you the system was offline 7/9/was looking at the old account that was cancelled that day when the tech switched your account #The new account # was activated and has been since then and is still active now I have attached the proof of the monitoring from that service date to now and again I apologize about the confusionIt is uncommon for us to cancel accounts #'s and create brand new ones but we were trying very hard to get that liftmaster to workPlease call CSG when when you are ready for your service to add that repeater and they will send us a ticket so we can call and schedule it immediatelyAlso we are actively working to get CSG to give us that notice for you in regards ot the alarm and again if they cannot provide it we will be sending you a reimbursement check of $I hope this has helped ease your minds and make sense of everythingI apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Revdex.com case #XXXXXXXX February 25, Royal Security, Inc XXX-XXX-XXXX Date of Contract: 6/22/term months Central Security Monitoring X XXX-XXX-XXXX Date of Contract: 6/22/term months IN RESPONSE TO THE REPLY FROM ROYAL SECURITY, Inc., DATED FEBRUARY 18, YOUR RESPONSE: First I would like to confirm your agreement is for months, not months, as you had mentioned it was a concernIf it eases you to check, on the paperwork of said agreement there is a page that says "No Secrets" in bold print that verifies you are set for the months OUR RESPONSE BACK: The yellow No Secrets paperwork does say Months but it is from Central Security not Royal SecurityThe pink form from Royal Security does state monthsAre the companies one in the same? Ok , just a part of the confusion YOUR RESPONSE: We were very sorry for being unable to offer that new piece of equipmentIn order to make up for that, a new agreement was signed once we made some changes: our office dropped the rate from $to $and re-did paperwork at the lower rate, then sent the additional check you mentioned for $to credit you $more per month for the full months OUR RESPONSE BACK: You may think that you have dropped the rate from $to $44.99, but that is not true, $is the amount, from the beginning, that is withdrawn from our account each monthJust one more point that is a conflict$did not make us feel safe at 4:00am when the garage door opened on it's on, nor, the many other times that it opened on it's own! YOUR RESPONSE: I also wanted to do some explaining in regards to your concern about the system arming and disarming itself without your doing it: According to the technician, everything was in working condition with your panel per the service he did, which we had no problem covering the cost ofcording to the event history that we were able to see at the time of service, what occurred was someone used the key remote they have and armed the systemThere are key remotes that were given to you to arm and disarm the systemIt is generally placed on a keychain so it is surprisingly common if it is in a purse or someones pocket and they are home, for it to get accidentally pressed and arm the systemThere has been no issue since but we always advise customers to be careful of where they put those key remotes for this reason OUR RESPONSE BACK: I WAS TOLD BY CENTRAL SECURITY "THAT IT WAS SET BY THE PANEL"! We know it was NOT set by a key remote, we do not carry them at allIf your Tech just reset the systemI know you don't believe it, so you excuse it away for youI KNOW THE ALARM SYSTEM SET IT'S SELF! YOUR RESPONSE: Also, we have been trying to reach you in regards to the glass break "offline" that was mentionedAn offline sensor occurs when the signal distance between the panel and the sensor is too greatThis does not necessarily mean actual distance in length, it can change based on insulation, whether doors in house are closed or open, etcThat is why it did not start right from the day oneThere is a piece of equipment called a repeater we install at no charge to any customer in this type of instance that boosts the signal to counteract the distance issue OUR RESPONSE BACK: One morning it happened at 9:am and once at 3:am and again at 3:amNow you must think about thisWe receive a text message each time and we think someone is breaking in to my home! Oh, it is just the system not working properlyWe can't rely on the system to ever work properlyIt is too late to offer, yet another "piece of equipment" to correct an issue! YOUR RESPONSE: The person you spoke with at CSG that told you the system was offline 7/9/was looking at the old account that was cancelled that day when the tech switched your account #The new account # was activated and has been since then and is still active now OUR RESPONSE BACK: We were traveling back and forth out of town during the month of FebruaryWhen I WAS TOLD BY AN EMPLOYEE OF CENTRAL SECURITY that we were not being monitored since last July, that was the end of our trust and patienceWe submitted the complaint to the Revdex.com on February 10, They advised us that we did not have to speak to either companyYou cannot erase our frustrations or build our trust backYou do not make us feel safe at allWe were given a lot of excuses, horrible service, and bad equipment We will adjust our request to solve this issue to: "We do not want to have or do any other business with Central Security X-XXX-XXX-XXXX or Royal Security XXX-XXX-XXXXWe want all contracts cancelled immediatelyWe were not given the level of service sold to us since the installationWe do not feel safer in our home in any way! [redacted] & Shirlie [redacted] XXX-XXX-XXXX or XXX-XXX-XXXX [redacted] Ave Fresno, CA XXXXX Email: [redacted] @comcast.net Final Business Response / [redacted] (4000, 14, 2016/03/28) */ I want to reiterate that you feeling protected is our priorityAs you have mentioned several times, the issues you had with the liftmaster made you feel unsafe as there were compatibility issues that caused it to openTo resolve that we removed it and dropped the rate and gave you the checkUpon acceptance of that check and the signing of the new paperwork we had resolved that issue so I am going to move forward as that is not a current issue anymore and there is no need to discuss it There also seems to be a misunderstanding with how your system works as well in regards to how it interacts with its subsequent partsThe panel is the only thing that can arm and disarm your systemThe cell phone application and the keyfob remotes send a request to the panel telling it to arm and disarm and then your panel does itTherefore, on CSG's end it will show your panel as disarming or arming every timeIn order to verify is the keyfob or the cell app sent that signal, you look into the event history on the alarm.com website (provided your account settings are set for thisthe customer can change the setting at any time on the website so not everyone has them or keeps them)CSG doesn't use alarm.com when checking systems, they use their own dispatching sites, which is why they would not have mentioned thatOur tech cannot see that either, our office updates himThe only reason our tech reset the system was just to show you it was working, but it was not necessary as per the notes for the service ticket, we showed it being a keyfob at that time Alarm.com can see back days and I checked your system for the last week and saw no arms/disarms notices for me to use to show youThis could be for multiple reasonsYou may not be arming/disarming it or after the tech reset your system at that service you did not go to alarm.com and add those settings backOr it could be both As far as the current state of your system goes, all we need to do is add our repeater to prevent the occasional issue that is happening on that glass breakYour technician can also walk you through adding those settings back so you can see them if you would likeIf he did this, you could even add email or text updates that tell you how and when it is armedIt is one of the many options at your fingertips to add with your personal user name add password [redacted] the website Your alarm is still monitoring 24/regardless of if it is armed/disarmedIt is constantly testing the system making sure it is working and updating when doors/windows are opened/closed etc and it is pinging constantly to verify signalAlso the fire/medical/police panics are there whenever you need to use themAs we mentioned before you have an agreement in place for monthsDuring that time we service the system whenever needed and would still love to do so Final Consumer Response / [redacted] (4200, 16, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Revdex.com case #XXXXXXXX April 6, Royal Security, Inc XXX-XXX-XXXX Date of Complaint: Feb10, If you priority is to help us feel protected, you have failedYour Alarm system does not make us feel SAFER in our home in any way! We do not feel safe in using the system now do to all the issues You have never actually FIXED any of the issues that we have had, just remove the equipment or blame us or give us Information on our accountNow you wish to install yet another piece of equipment to solve yet alarm problem issue! We are 100% sure that we did not set the alarm in any way on 12/23/It set its self! We will adjust our request to solve this issue to: "We do not want to have or do any other business with Central Security X-XXX-XXX-XXXX or Royal Security XXX-XXX-XXXXWe want all contracts cancelled immediatelyWe were not given the level of service sold to us since the installationWe do not feel safer in our home in any way! [redacted] & Shirlie [redacted] XXX-XXX-XXXX or XXX-XXX-XXXX [redacted] N [redacted] Ave [redacted] CA XXXXX Email: [redacted] @comcast.net

Initial Business Response /* (1000, 5, 2016/02/18) */
I would like to clear up any confusion in regards to your account and assure you we are more than willing to work with you.
First I would like to confirm your agreement is for 24 months, not 36 months, as you had mentioned it was a concern. ...

If it eases you to check, on the paperwork of said agreement there is a page that says "No Secrets" in bold print that verifies you are set for the 24 months.
Next I would like to apologize that yes, in fact we were unable to get our Liftmaster control to work with your garage door opener. We troubleshooted with the garage door control tech support, as well as the alarm system tech support and even cancelled out the entire account number and created a new one in attempt to get it working. Unfortunately, we were unable to do so due to a compatibility issue your representative did not foresee in his initial walk-through.
We were very sorry for being unable to offer that new piece of equipment. In order to make up for that, a new agreement was signed once we made some changes: our office dropped the rate from $49.99 to $44.99 and re-did paperwork at the lower rate, then sent the additional check you mentioned for $240 to credit you $10 more per month for the full 24 months. We also waived your first month of monitoring due to the issue and added an additional door sensor to your side garage door. At that time we were very confident we had resolved all of the issues on the account and compensated you for the inconvenience and subsequent change in your equipment. We then verified that through a phone survey before moving forward with any billing.
I have looked into the issue about the police dispatch that caused a $155 fee and have requested the monitoring company to provide us with a document that states they did not dispatch so that the you can give that to the police department in question and have that fee removed. However, if while they are looking into the details to get that moving, they find that they did in fact dispatch we will be reimbursing you the $155 false alarm fee. We are merely actively awaiting the investigation to finalize so we can receive the response from Central Security Group (CSG) to move forward. It is a matter we have notified them is very urgent.
I also wanted to do some explaining in regards to your concern about the system arming and disarming itself without your doing it: According to the technician, everything was in working condition with your panel per the service he did, which we had no problem covering the cost of. According to the event history that we were able to see at the time of service, what occurred was someone used the key remote they have and armed the system. There are 2 key remotes that were given to you to arm and disarm the system. It is generally placed on a keychain so it is surprisingly common if it is in a purse or someones pocket and they are home, for it to get accidentally pressed and arm the system. There has been no issue since but we always advise customers to be careful of where they put those key remotes for this reason.
Also, we have been trying to reach you in regards to the glass break "offline" that was mentioned. An offline sensor occurs when the signal distance between the panel and the sensor is too great. This does not necessarily mean actual distance in length, it can change based on insulation, whether doors in house are closed or open, etc. That is why it did not start right from the day one. There is a piece of equipment called a repeater we install at no charge to any customer in this type of instance that boosts the signal to counteract the distance issue.
We talked to your wife [redacted] three times to try to get her to open a service but she did express to us that she only wanted to speak with one person in our office ([redacted]) who was unfortunately not working those days. However, once [redacted] was back in the office, she called her three times to get moving on that and left messages. I understand per the notes on the account something personal has come up and you requested a few days to work through that without us calling you. You have a warranty that covers the cost of service and equipment, it would be at no cost whenever you are ready.
Here are notes of messages left for your records :(LMOM means left message on machine and the # in question is [redacted]
*Feb XX XXXX X:XXPM PST - [redacted]
Called (40) and LMOM to cal backCustomer called in having issue with system, she needs to call CSG to open service ticket.
*Feb X XXXX X:XXPM PST - [redacted]
Called (40) and LMOM to call backCustomer called in having issue with system, she needs to call CSG to open service ticket.
*Jan XX XXXX X:XXPM PST - [redacted]
Called (40) and LMOM to cal backCustomer called in having issue with system, she needs to call CSG to open service ticket.
Lastly, I am very sorry about all teh confusion in regards to your system being monitored. I can assure you, you're system has been online since your install date on 6/22/15. I do apologize that you were misinformed when you called into Central Security Group. What happened there is, as I mentioned in the beginning, in an attempt to get your Liftmaster working we completely deleted your account and rebuilt it while the tech was on site that day.
The person you spoke with at CSG that told you the system was offline 7/9/15 was looking at the old account that was cancelled that day when the tech switched your account #. The new account # was activated and has been since then and is still active now.
I have attached the proof of the monitoring from that service date to now and again I apologize about the confusion. It is uncommon for us to cancel accounts #'s and create brand new ones but we were trying very hard to get that liftmaster to work. Please call CSG when when you are ready for your service to add that repeater and they will send us a ticket so we can call and schedule it immediately. Also we are actively working to get CSG to give us that notice for you in regards ot the false alarm and again if they cannot provide it we will be sending you a reimbursement check of $155. I hope this has helped ease your minds and make sense of everything. I apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com case #XXXXXXXX February 25, 2016
Royal Security, Inc.
XXX-XXX-XXXX
Date of Contract: 6/22/15 term 36 months
Central Security Monitoring
X XXX-XXX-XXXX
Date of Contract: 6/22/15 term 24 months
IN RESPONSE TO THE REPLY FROM ROYAL SECURITY, Inc., DATED FEBRUARY 18, 2016
YOUR RESPONSE: First I would like to confirm your agreement is for 24 months, not 36 months, as you had mentioned it was a concern. If it eases you to check, on the paperwork of said agreement there is a page that says "No Secrets" in bold print that verifies you are set for the 24 months.
OUR RESPONSE BACK: The yellow No Secrets paperwork does say 24 Months but it is from Central Security not Royal Security. The pink form from Royal Security does state 36 months. Are the companies one in the same? Ok , just a part of the confusion.
YOUR RESPONSE: We were very sorry for being unable to offer that new piece of equipment. In order to make up for that, a new agreement was signed once we made some changes: our office dropped the rate from $49.99 to $44.99 and re-did paperwork at the lower rate, then sent the additional check you mentioned for $240 to credit you $10 more per month for the full 24 months.
OUR RESPONSE BACK: You may think that you have dropped the rate from $49.99 to $44.99, but that is not true, $49.99 is the amount, from the beginning, that is withdrawn from our account each month. Just one more point that is a conflict. $240.00 did not make us feel safe at 4:00am when the garage door opened on it's on, nor, the many other times that it opened on it's own!
YOUR RESPONSE: I also wanted to do some explaining in regards to your concern about the system arming and disarming itself without your doing it: According to the technician, everything was in working condition with your panel per the service he did, which we had no problem covering the cost of. According to the event history that we were able to see at the time of service, what occurred was someone used the key remote they have and armed the system. There are 2 key remotes that were given to you to arm and disarm the system. It is generally placed on a keychain so it is surprisingly common if it is in a purse or someones pocket and they are home, for it to get accidentally pressed and arm the system. There has been no issue since but we always advise customers to be careful of where they put those key remotes for this reason.
OUR RESPONSE BACK: I WAS TOLD BY CENTRAL SECURITY "THAT IT WAS SET BY THE PANEL"! We know it was NOT set by a key remote, we do not carry them at all. If your Tech just reset the system. I know you don't believe it, so you excuse it away for you. I KNOW THE ALARM SYSTEM SET IT'S SELF!
YOUR RESPONSE: Also, we have been trying to reach you in regards to the glass break "offline" that was mentioned. An offline sensor occurs when the signal distance between the panel and the sensor is too great. This does not necessarily mean actual distance in length, it can change based on insulation, whether doors in house are closed or open, etc. That is why it did not start right from the day one. There is a piece of equipment called a repeater we install at no charge to any customer in this type of instance that boosts the signal to counteract the distance issue.
OUR RESPONSE BACK: One morning it happened at 9:05 am and once at 3:55 am and again at 3:34 am. Now you must think about this... We receive a text message each time and we think someone is breaking in to my home! Oh, it is just the system not working properly. We can't rely on the system to ever work properly. It is too late to offer, yet another "piece of equipment" to correct an issue!
YOUR RESPONSE: The person you spoke with at CSG that told you the system was offline 7/9/15 was looking at the old account that was cancelled that day when the tech switched your account #. The new account # was activated and has been since then and is still active now.
OUR RESPONSE BACK: We were traveling back and forth out of town during the month of February. When I WAS TOLD BY AN EMPLOYEE OF CENTRAL SECURITY that we were not being monitored since last July, that was the end of our trust and patience. We submitted the complaint to the Revdex.com on February 10, 2016. They advised us that we did not have to speak to either company. You cannot erase our frustrations or build our trust back. You do not make us feel safe at all. We were given a lot of excuses, horrible service, and bad equipment.
We will adjust our request to solve this issue to: "We do not want to have or do any other business with Central Security X-XXX-XXX-XXXX or Royal Security XXX-XXX-XXXX. We want all contracts cancelled immediately. We were not given the level of service sold to us since the installation. We do not feel safer in our home in any way!
[redacted] & Shirlie [redacted]
XXX-XXX-XXXX or XXX-XXX-XXXX
[redacted] Ave.
Fresno, CA XXXXX
Email: [redacted]@comcast.net
Final Business Response /* (4000, 14, 2016/03/28) */
I want to reiterate that you feeling protected is our priority. As you have mentioned several times, the issues you had with the liftmaster made you feel unsafe as there were compatibility issues that caused it to open. To resolve that we removed it and dropped the rate and gave you the check. Upon acceptance of that check and the signing of the new paperwork we had resolved that issue so I am going to move forward as that is not a current issue anymore and there is no need to discuss it.
There also seems to be a misunderstanding with how your system works as well in regards to how it interacts with its subsequent parts. The panel is the only thing that can arm and disarm your system. The cell phone application and the keyfob remotes send a request to the panel telling it to arm and disarm and then your panel does it. Therefore, on CSG's end it will show your panel as disarming or arming every time. In order to verify is the keyfob or the cell app sent that signal, you look into the event history on the alarm.com website (provided your account settings are set for thisthe customer can change the setting at any time on the website so not everyone has them or keeps them). CSG doesn't use alarm.com when checking systems, they use their own dispatching sites, which is why they would not have mentioned that. Our tech cannot see that either, our office updates him. The only reason our tech reset the system was just to show you it was working, but it was not necessary as per the notes for the service ticket, we showed it being a keyfob at that time.
Alarm.com can see back 45 days and I checked your system for the last week and saw no arms/disarms notices for me to use to show you. This could be for multiple reasons. You may not be arming/disarming it or after the tech reset your system at that service you did not go to alarm.com and add those settings back. Or it could be both.
As far as the current state of your system goes, all we need to do is add our repeater to prevent the occasional issue that is happening on that glass break. Your technician can also walk you through adding those settings back so you can see them if you would like. If he did this, you could even add email or text updates that tell you how and when it is armed. It is one of the many options at your fingertips to add with your personal user name add password [redacted] the website.
Your alarm is still monitoring 24/7 regardless of if it is armed/disarmed. It is constantly testing the system making sure it is working and updating when doors/windows are opened/closed etc and it is pinging constantly to verify signal. Also the fire/medical/police panics are there whenever you need to use them. As we mentioned before you have an agreement in place for 24 months. During that time we service the system whenever needed and would still love to do so.
Final Consumer Response /* (4200, 16, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com case #XXXXXXXX April 6, 2016
Royal Security, Inc.
XXX-XXX-XXXX
Date of Complaint: Feb. 10, 2016
If you priority is to help us feel protected, you have failed. Your Alarm system does not make us feel SAFER in our home in any way! We do not feel safe in using the system now do to all the issues.
You have never actually FIXED any of the issues that we have had, just remove the equipment or blame us or give us FALSE Information on our account. Now you wish to install yet another piece of equipment to solve yet alarm problem issue!
We are 100% sure that we did not set the alarm in any way on 12/23/15. It set its self!
We will adjust our request to solve this issue to: "We do not want to have or do any other business with Central Security X-XXX-XXX-XXXX or Royal Security XXX-XXX-XXXX. We want all contracts cancelled immediately. We were not given the level of service sold to us since the installation. We do not feel safer in our home in any way!
[redacted] & Shirlie [redacted]
XXX-XXX-XXXX or XXX-XXX-XXXX
[redacted] N. [redacted] Ave.
[redacted] CA XXXXX
Email: [redacted]@comcast.net

We submitted a request for Inquiry Deletion upon Mr. [redacted] so as to resolve this issue as quickly as possible.

Initial Business Response /* (1000, 9, 2015/12/03) */
We contacted the customer and his wife to go over everything, get more details, and see how we can resolve his issue. They went over that with us and they said they would be getting back to us this week on how they want it resolved. We are...

expecting their call to move forward. We are also in the process on verifying if there was in fact an inquiry and if so will move forward on removing it.