Secure Now

From: Charles [redacted] Sent: Friday, April 01, 1:PMSubject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] Revdex.com, Good afternoon, we have reached out to Mr [redacted] on 3/15/16, he provided more information on 3/30/that we are looking into This is not being avoided, this is being looked into as what he is claiming is from another source V/r, Charles [redacted] SecureNow

Sent: Monday, August 01, 12:PM Ms [redacted] , Thank you for your feedback and apologize for the experience you receivedI would like to address all of your concernsTo start with, we are a Service company that provides stellar service to hundreds of customers every weekIt is not our standard to hear of your dissatisfactionIn reviewing the account and complaint, the Technician arrived on site and swapped out and upgraded a system that was not properly working in addition to add three cameras and an additional SensorWhen the Tech was on site he explained that an electrical outlet would be needed to complete the installation of the security camerasThe outlet is required, as we are not a licensed Texas electrician, we are unable to install an electrical outlet, thus we advised that one would be requiredThe cameras were plugged in so at least one could use them as desired and to complete the programming of the systemIf desired for them to be unplugged they could have been the only wire was the wire from the camera to the outlet in the hallway or nearby, since one was not found at time of install in the atticThe mounting of the cameras was dependent on the electrical outlet in the atticWe could run the wires in the walls so that they are no seen into the attic to the power source outletIf the electrician came out and showed or able to find the missed or overlooked power outlet, that would have been great, we advised that an electrician was required to install an outlet that is all that was required The first scheduled return was rescheduled as I understand due to the fact the electrician had not yet made it outRegardless we had scheduled to return to completeWe missed scheduled services which we can completely understand your concernsThis is not to our standard of service, however this did occur and apologize for the added stress with the situationWe have reviewed our phone system and do see calls but do have not recordings of messages left, no messages were left or the calls were answeredOur office has an administrative support that is available and could be reached Due to the fact that we are Service company and only paid on services rendered, there is no reason to not to want to install camerasWe would have been paid for our timeWe would be delighted to service any jobWe do see that you were completed by another contractor and apologize we did not have the opportunity to complete your service In regards to the three late/missed appointments, every appointment was made with no other appointments conflicting at the time as you had scheduled the appointment that would work with your scheduleThus no other cancellations would have occurred, a call would be placed if late or needing to be rescheduled if ariseAs we do not maintain customers personal schedule any conflicts would be on the customer to reschedule with usEvery scheduled service is scheduled with an arrival window and an estimated time to complete, depending on each service We do apologize for the circumstances in which you were rescheduled timesWe wish you well with your family and pregnancy v/r, Preferred Home Technologie

Revdex.com: 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 First off they thank me for my feedback only to try to say that it’s not their fault and they are really great and I must not know what I am talking aboutReally, they tell me after my long detailed complaint that they provide “stellar service.” Then why am I complaining in the first place, obviously there is something lacking in that "stellar service”? Secondly they admit to missing of the scheduled service appointments but outright LIE to the fact that I called numerous times, left messages, and not once was a message or call returnedI do not lie, I do not have a reason to lie, I did not miss appointment, I did falter from my obligationsHow does missing not one, not two, but THREE service calls without any notice to the client allow them to “claim” that they provide “stellar service?” On what planet is that stellar service? And I quote from their letter “We missed scheduled services which we can completely understand your concernsThis is not to our standard of service, however this did occur and apologize for the added stress with the situation.” They negate to comment on how I fulfilled my duties by hiring an electrician and yet they still never came out and fulfilled their obligationThen they go onto actually offending me by telling me that there is no reason as to why they wouldn’t want to come out and install the cameras and doorbell (they keep forgetting to mention) yet then why admit to missing scheduled service calls? They stated “We would have been paid for our timeWe would be delighted to service any job.” Ok Then why did they miss not one, not two, but THREE service calls without any notice to me the client? They would have gotten paid, they were delighted in doing any job? Right? That is their words!!!! Here I sat missing work so that I could make their day and “delight” them in getting paid yet here I sat as they NEVER showedAfter WEEKS of trying to give them business and “delight” them in getting paid I finally called my company, filed a complaint, and allowed them to hire another contractor who apparently (since they did show up) delighted in getting paid far more than Preferred Home TechnologiesThe best part of their letter was telling me that “every appointment was made with no other appointments conflicting at the time as you had scheduled the appointment that would work with your schedule” reeeeallly then why did I sit here separate times with a no call no showDo me a favor and quit selling me on the service you SAY you offer yet do not stand behindI am not some new customer, you have already let me down numerous times, you have already shown me your real business ethics and dependabilityFor them to say all that to me leads me a far worse impression than beforeIt is one thing to let a customer down, but then to say you were wrong and yet still try to blame said customer is beyond obtuse [redacted]

The date of the initial request was noted on the account, the Month guarantee requires that a Technician must be allowed to inspect the system and ensure the system is working properly and a chance to get the system in that manner, so that every customer feels protected and satisfied with *** serviceMr*** will not allow a qualified Technician to inspect the system or get the system back in a properly working condition due to the customer removing and disabling the systemThe customer had explained that he was trying to lower his monthly bills commitment and the customer has agreed to make payments for the cancellation and have come to an understanding on the system*** is the number Alarm Monitoring company and has been around since We are proud to offer the best systems and Monitoring

Sent: Wednesday, August 17, 12:PM Subject: Re: Revdex.com complaint id *** Ms***, We have reviewed your second response and reviewed what we had submitted, we addressed each of your concerns as they were writtenOnce a ticket is received it is assigned to a Tech, the Tech had missed your call times as stated before, regardless of the circumstancesAs stated we were not the Company to complete Service, thus no payment for the Work was received as no work was providedWe apologize for the missed callsOur response was not to point fingers only to address every one of your concernsEvery concern was addressed in our responseWe provide service to a client and as one of our clients customers you are a priority, why we were not successfully able to Service your account, as stated you are not our customer and we do not receive any monetary value for the situationAgain we apologize for the circumstances, that is all we can offerThere is nothing to refund or compensatePreferred Home Technologies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Sent: Monday, April 04, 11:AM Subject: Re: ID # ***Preferred home technologies is giving me the run around again I had a guy by the name of Charles *** contact me and had me send him documentation of the month money back guarantee which I did then was told he would speak with *** and get back with me no later then MondayHere it is Monday and the Charles guy isn't in the office today and not real sure if he is even the one who takes care of this stuff or if he's even going to work on getting the contract cancel through the six month money back guaranteeI have called in an spoke to one person who claimed to be John ***'s boss and then later found out it was just another employee because John *** is the president of companyI have three days before my months is up so I feel like they are trying to drag this out to where I'm past my months because I have been working on trying to get this canceled for weeks nowWilliam *** ***
Regards,

Sent: Monday, August 01, 2016 12:58 PM     Ms. [redacted],   Thank you for your feedback and apologize for the experience you received. I would like to address all of your concerns. To start with, we are a Service company that provides stellar service to hundreds of customers every...

week. It is not our standard to hear of your dissatisfaction. In reviewing the account and complaint, the Technician arrived on site and swapped out and upgraded a system that was not properly working in addition to add three cameras and an additional Sensor. When the Tech was on site he explained that an electrical outlet would be needed to complete the installation of the security cameras. The outlet is required, as we are not a licensed Texas electrician, we are unable to install an electrical outlet, thus we advised that one would be required. The cameras were plugged in so at least one could use them as desired and to complete the programming of the system. If desired for them to be unplugged they could have been the only wire was the wire from the camera to the outlet in the hallway or nearby, since one was not found at time of install in the attic. The mounting of the cameras was dependent on the electrical outlet in the attic. We could run the wires in the walls so that they are no seen into the attic to the power source outlet. If the electrician came out and showed or able to find the missed or overlooked power outlet, that would have been great, we advised that an electrician was required to install an outlet that is all that was required.   The first scheduled return was rescheduled as I understand due to the fact the electrician had not yet made it out. Regardless we had scheduled to return to complete. We missed 3 scheduled services which we can completely understand your concerns. This is not to our standard of service, however this did occur and apologize for the added stress with the situation. We have reviewed our phone system and do see calls but do have not recordings of messages left, no messages were left or the calls were answered. Our office has an administrative support that is available and could be reached.   Due to the fact that we are Service company and only paid on services rendered, there is no reason to not to want to install cameras. We would have been paid for our time. We would be delighted to service any job. We do see that you were completed by another contractor and apologize we did not have the opportunity to complete your service.   In regards to the three late/missed appointments, every appointment was made with no other appointments conflicting at the time as you had scheduled the appointment that would work with your schedule. Thus no other cancellations would have occurred, a call would be placed if late or needing to be rescheduled if arise. As we do not maintain customers personal schedule any conflicts would be on the customer to reschedule with us. Every scheduled service is scheduled with an arrival window and an estimated time to complete, depending on each service.   We do apologize for the circumstances in which you were rescheduled 3 times. We wish you well with your family and pregnancy.   v/r, Preferred Home Technologie

From: Charles [redacted] Sent: Friday, April 01, 2016 1:12 PMSubject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Revdex.com,   Good afternoon, we have reached out to Mr. [redacted] on 3/15/16, he provided more information on 3/30/16 that we are looking into.  ...

This is not being avoided, this is being looked into as what he is claiming is from another source.   V/r, Charles [redacted] SecureNow

Revdex.com: 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.   First off they thank me for my feedback only to try to say that it’s not their fault and they are really great and I must not know what I am talking about. Really, they tell me after my long detailed complaint that they provide “stellar service.” Then why am I complaining in the first place, obviously there is something lacking in that "stellar service”? Secondly they admit to missing 3 of the scheduled service appointments but outright LIE to the fact that I called numerous times, left messages, and not once was a message or call returned. I do not lie, I do not have a reason to lie, I did not miss appointment, I did falter from my obligations. How does missing not one, not two, but THREE service calls without any notice to the client allow them to “claim” that they provide “stellar service?” On what planet is that stellar service? And I quote from their letter “We missed 3 scheduled services which we can completely understand your concerns. This is not to our standard of service, however this did occur and apologize for the added stress with the situation.” They negate to comment on how I fulfilled my duties by hiring an electrician and yet they still never came out and fulfilled their obligation. Then they go onto actually offending me by telling me that there is no reason as to why they wouldn’t want to come out and install the cameras and doorbell (they keep forgetting to mention) yet then why admit to missing 3 scheduled service calls? They stated “We would have been paid for our time. We would be delighted to service any job.” Ok……. Then why did they miss not one, not two, but THREE service calls without any notice to me the client? They would have gotten paid, they were delighted in doing any job? Right? That is their words!!!! Here I sat missing work so that I could make their day and “delight” them in getting paid… yet here I sat as they NEVER showed. After WEEKS of trying to give them business and “delight” them in getting paid I finally called my company, filed a complaint, and allowed them to hire another contractor who apparently (since they did show up) delighted in getting paid far more than Preferred Home Technologies. The best part of their letter was telling me that “every appointment was made with no other appointments conflicting at the time as you had scheduled the appointment that would work with your schedule”… reeeeallly….. then why did I sit here 3 separate times with a no call no show. Do me a favor and quit selling me on the service you SAY you offer yet do not stand behind. I am not some new customer, you have already let me down numerous times, you have already shown me your real business ethics and dependability. For them to say all that to me leads me a far worse impression than before. It is one thing to let a customer down, but then to say you were wrong and yet still try to blame said customer is beyond obtuse. [redacted]