I am writing to you on behalf of Safe Home Control, Inc., an authorized ADT dealer ("Safe") regarding a complaint from one of our customersOn July 15, our technician , ***, installed an alarm system and our customer signed an Alarm Services ContractThe customer states that their contract included additional door/window sensors than the technician installedThe customer attempted to contact said technician and their sales representative, Bree, to schedule the sensors to be installedNeither the sales representative nor technician made contact with the customer after the initial installation of the alarm systemAt no point did the customer call Safe 's customer service or scheduling officesSafe's customer service was unaware that any service was required until October 29th when Safe's customer service was contacted by ADT regarding this complaintAs per ADT's notes, the customer made nocontact to ADT regarding the missing equipment until October 2012014, almost months after their system was installed .The customer would like to discontinue their contract because they feel they arebeing charged for services that arenot being provided and feels this voids their contractThe customer also desires a refund for their previous monthly payments for monitoring to ADT since July 15m to present from SafeSafe will not be issuing a refund since ADT is the company that collected the payments and customer did.receive monitoring on their alarm since July 15th_ By signing the Alarm Services Contract the customer agreed that "Dealer has no responsibility or liability to me or any other person for delays in the installation or repair of the equipment regardless of the reason"(Page 8, section 21)The customer was also made aware, both by signing the "Notice of Cancellation"and thru a telephone survey, that in order to cancel without penalty or obligation they must do so by submitting the Notice of Cancellation within three (3) business daysOtherwise., as stated on page five, section 2, they would be responsible for an early termination fee As stated earlier, the customer made no attempts to contact Safe or ADT requesting service until months after entering into the agreementSafe recognizes that equipment that was promised to the customer has yet to be installedSafe is willing to install the missing sensors but the customer will not be released from their Alarm Services Contact and the requested refund will not be submittedBecause there was a significant amount of time between the customer 's installation and request for service, a technician will not be available to complete any service until after the upcoming holidays
I am writing to you on behalf of Safe Home Control, Inc., an authorized ADT dealer ("Safe") regarding a complaint from one of our customersOn July 15, our technician , ***, installed an alarm system and our customer signed an Alarm Services ContractThe customer states that their contract included additional door/window sensors than the technician installedThe customer attempted to contact said technician and their sales representative, Bree, to schedule the sensors to be installedNeither the sales representative nor technician made contact with the customer after the initial installation of the alarm systemAt no point did the customer call Safe 's customer service or scheduling officesSafe's customer service was unaware that any service was required until October 29th when Safe's customer service was contacted by ADT regarding this complaintAs per ADT's notes, the customer made nocontact to ADT regarding the missing equipment until October 2012014, almost months after their system was installed .The customer would like to discontinue their contract because they feel they arebeing charged for services that arenot being provided and feels this voids their contractThe customer also desires a refund for their previous monthly payments for monitoring to ADT since July 15m to present from SafeSafe will not be issuing a refund since ADT is the company that collected the payments and customer did.receive monitoring on their alarm since July 15th_ By signing the Alarm Services Contract the customer agreed that "Dealer has no responsibility or liability to me or any other person for delays in the installation or repair of the equipment regardless of the reason"(Page 8, section 21)The customer was also made aware, both by signing the "Notice of Cancellation"and thru a telephone survey, that in order to cancel without penalty or obligation they must do so by submitting the Notice of Cancellation within three (3) business daysOtherwise., as stated on page five, section 2, they would be responsible for an early termination fee As stated earlier, the customer made no attempts to contact Safe or ADT requesting service until months after entering into the agreementSafe recognizes that equipment that was promised to the customer has yet to be installedSafe is willing to install the missing sensors but the customer will not be released from their Alarm Services Contact and the requested refund will not be submittedBecause there was a significant amount of time between the customer 's installation and request for service, a technician will not be available to complete any service until after the upcoming holidays