S & K Custom Fencing LLC

We have been in contact with Mrs [redacted] Anthony G [redacted] was able to get customer month bill credit directly with ADT for $Credit was posted on 1/12/RK mailed a rebate for $on 1/15/After check is received, customer will have total of months credited to them We apologize for the delay but are happy to assist getting these credits and rebates finalized

We have spoken to the customer and most items have been addressed This customer had provided us with a bad contact number, and it was the only customer approved number to call We had to wait for her to call us back before we could successfully speak to her After a reintroduction I provided the customer with the calling information that we had made no less than attempts to reach her After a period of discussion regarding her issues were caused by a misunderstanding of the processes [redacted] and Ring.com are separate companies who work together But, [redacted] is the service and Ring.com is the add on Its like getting HBO free for months The customer understood that, but given the escalation of issue(s) I got approval to have her system removed for no feesThe customer agreed that she would remove the [redacted] system, but she would have our corporate techs come back out to re-install/install a new [redacted] security system The customer was understandable upset, but the only contact information we had was incorrect and we could nt reach out on other numbers without approval per the [redacted] business rules We have offered our sincere apologies and the customer has my direct contact information in case she has any issues going forward [redacted] EQUIPMENT REMOVAL COMPLETE12:30-1:Drive to [redacted] Residence 1:- 1:No one home, no answer on the phone numberLeft message and waited for return call1:Ms [redacted] returned my callShe would not let me in until she spoke with ***2:Tony called me back after speaking with KristinI gave an eta of minutes 2:40-3:Performed System Removal Equipment removed: [redacted] with back battery and cell cardoutdoor cameraIndoor cameradoor/window sensorsGlass breakSmokeRing Doorbell CameraTilt SensorsGarage door controller with tilt sensorwireless gateway

Good afternoon,After receiving clarification from the City of Mesa regarding alarm permit policy, we will be happy to provide this customer compensation for the $Alarm FeeWe have requested that our Finance Department cut a check and send it immediately to the address on file (*** *
*** **)Please note our Finance Department is in California, so it may take a few days for the check to arrive.We apologize for any inconvenience this issue may have caused Mr& Mrs***. Sincerely,Peter C***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This is NOT an accurate history of eventsThe only thing that is true is they collected the equipmentSomeone called while I was in the shower to address my claims days after I started the claimmin later a man shows up at my door to collect the equipmentI was not available and called him right backHe proceeded to tell me he was set up to install a camera and fix my garage opener but then shortly before it was changed to a removalI informed him I would need to talk to RK before letting him in my houseI called the number back that was to a man AnthonyHe assured me everything would be taken care of and RK would call with in minThis time they actually didThey had my correct contact number from the beginningI even confirmed the number with Bailey when I first called about the problemTrying to put the blame on myself just confirms my need to get away from this companyI do have a letter stating they owe me any money I paid them and I owe nothing to them from here outThat is the only thing I agree with about their whole responseThe least they could have done was accept responsibility for their mistakes

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me. I consider this complaint resolvedThank you for your assistance in getting these matters resolved
Regards,
*** ***

We have refunded Mrs*** the full $amount she was originally promisedWe also had our Tech Department Manager give this customer a phone call to fully address the issues she has been having with her home security system and then scheduled a service to try and fully fix the
problems--which we believe are due to a large metal/stone structure within the house--once and for all

We are sorry for any misunderstandings that have been caused by this issue This customer had a very unique issue and the only way we could solve it was to pull out the equipment and cancel the account for free We do have records of trying to reach this customer as early as 9/1/on the primary number ***, since this was the primary number and no other contact numbers were provided Without additional approval of contacting the customer were We have notes showing that people were working on this account and all of its issues behind the scenes We are sorry If there are any additional issues we will be happy to assist

We have worked this out with the customer prior to her submission of the complaint.  The offer was to remove the ring system and lower her monthly rate to $51.99.Since we received this Revdex.com complaint we have tried reaching out to the customer.  I (Anthony) personally called 9/26/17 7:02am...

to speak to the customer.  I did leave a very detailed message.  After which, I called and had 1x month credit issued to the customers account. We needed to respond to the Revdex.com complaint before it closes. We will keep trying to reach the customer to provide an update. I have confirmed that the credit has officially been requested and it will be applied.  We will not be able to let this customer out of their agreement. We gave the customer other options, she declined them initially. The customer requested to receive compensation for 24 months of the ring.com service. I explained that was not currently an option but I would still request it. The request was declined. The customer ultimately took the option of taking an additional door window/contact and the removal of the camera. This lower monthly rate and remove the services were agreed to by the customer on 6/29/17.  Please let us know if there is anything more we can do. Regards, AnthonyGeneral Manager of Customer Solutions

We have been in contact with Mrs. [redacted]. Anthony G[redacted] was able to get customer 2 month bill credit directly with ADT for $119.98. Credit was posted on 1/12/18. RK mailed a rebate for $119.98 on 1/15/18. After check is received, customer will have total of 4 months credited to them.  We...

apologize for the delay but are happy to assist getting these credits and rebates finalized.

We have spoken to the customer and most items have been addressed.  This customer had provided us with a bad contact number, and it was the only customer approved number to call.  We had to wait for her to call us back before we could successfully speak to her....

 After a reintroduction I provided the customer with the calling information that we had made no less than 15 attempts to reach her.  After a period of discussion regarding her issues were caused by a misunderstanding of the processes.  [redacted] and Ring.com are 2 separate companies who work together.  But, [redacted] is the service and Ring.com is the add on.  Its like getting HBO free for 3 months.  The customer understood that, but given the escalation of issue(s) I got approval to have her system removed for no fees. The customer agreed that she would remove the [redacted] system, but she would have our corporate techs come back out to re-install/install a new [redacted] security system.  The customer was understandable upset, but the only contact information we had was incorrect and we could nt reach out on other numbers without approval per the [redacted] business rules.  We have offered our sincere apologies and the customer has my direct contact information in case she has any issues going forward. [redacted]EQUIPMENT REMOVAL COMPLETE12:30-1:05 Drive to [redacted] Residence.  1:05 - 1:40 No one home, no answer on the phone number. Left message and waited for return call. 1:40 Ms [redacted] returned my call. She would not let me in until she spoke with [redacted]2:15 Tony called me back after speaking with Kristin. I gave an eta of 30 minutes.  2:40-3:40 Performed System Removal.  Equipment removed: 1 [redacted] with back battery and cell card1 outdoor camera1 Indoor camera7 door/window sensors1 Glass break1 Smoke1 Ring Doorbell Camera2 Tilt Sensors1 Garage door controller with tilt sensor1 wireless gateway