Security First Alarm King

Per notes on this account, on February 10, 2016, Mr [redacted] contacted our office and wanted a decrease in his alarm monitoring fee or he was going to cancel serviceIt was explained the rate he was in contract at our lowest rate and per the terms of the monitoring agreement, the contract automatically renewed for another years since we did not receive a day written cancellation request prior to the contract renewal date of June 5, The customer service representative passed the account to management for reviewIn an attempt to appease Mr***, our operations manager [redacted] called Mr [redacted] back to discuss the monitoring rateMr [redacted] agreed to decrease the monitoring rate, but would no longer warranty the equipment and made very clear any future service repair calls would be charged a service call fee per hour Mr [redacted] accepted this agreement, and the monthly monitoring rate was decreased On August 9, 2016, we sent a letter to Mr [redacted] stating the monthly alarm test signal had failedWhen Mr [redacted] called back to test the system on August 18, we did not receive the test signalsMr [redacted] was asked if he had made any changes to the phone line that is connected to the alarm system which allows it to send signalsMr [redacted] became upset and insisted he had not made any changesWe offered to check the alarm at the service call rate agreed upon when the monitoring rate was changed The account was transferred to Mr [redacted] to review again The monitoring rate was changed back to the standard rate, and we issued a service call at our trip charge rate August 24, 2016, the technician found the phone line had been changed by the phone company and was no longer compatible with the alarm systemThis is why the signals were not being received by our monitoring stationThe technician explained to Mr [redacted] that it was not an alarm issue, but a phone issueThe technician gave the options and pricing for a new panel that supports the digital phone lines, or to install a GSM communicatorMr [redacted] did not want to pay anything to resolve the issueOur technician began packing up his tools since Mr [redacted] did not want to continue unless it would be for freeOnce the technician was about to leave Mr [redacted] stated he wanted the GSM communicatorThe technician explained we would schedule it to be installed, as he did not have one on his van and he had other service calls scheduled Mr [redacted] called the office wanting the GSM and additional window contacts to be installedCustomer service explained what the charges would be per Mr [redacted] This was not acceptable to Mr [redacted] and he said he would just cancelExplained the contract had renewed June 5, and he would be liable for the remainder of the contractWe emailed a copy of the contract to Mr [redacted] for reviewWhen he called back we discussed the terms of the contract, Mr [redacted] conceded that the contract was validWe offered to return to the site to install the window contacts and GSM at a discounted rate and trip charge On August 26, Mr [redacted] said he did not want to pay that amount to install the equipment and that he would continue paying on the contract and cancel before it renews We made several attempts to resolve the issue with Mr ***, but unless it was free, he refused our service

I am rejecting this response because:
Mr***s not at one time mentions the contract Section (b) where it clearly states that if "There is an interruption or UNAVAILABILITY of the telephone service between the System and the Center"As one of the reason of end of contract My telephone service is not working with there system out of my controlYet they wanted to charge me over 150$ for a new panel outragesAny business knowing that the system is longer working protecting my family, still wants me to pay a monthly payment every month which I did for over 4yrs never missed a payment contract was for yearsAny person or business in there right mind would say you know what MrYou have paid us over 4yrs never missed a payment contract was for 4yrs, if the system is not working and you don't have to buy a new Alarm panel for 150$ than don't buy it and our partnership ends hereWhy tell someone there month to month than after a problem like this happens oh by the way your under contract And I expect you to pay me for another 2yrs for a system that (A) doesn't work at all(B) This owner talks about being honest and truthful how can you say that when your trying to charge someone a monthly fee for something that doesn't workNot because I cause this myself but since its your system that is now OutdatedA system that your tech even said probley hasn't protected you in months even when I was payingThis is a horrible experience for anyone to go throughHe talks about trying to contract me only once has he told his employee only to tell me that this is the best they can do charge me for something that doesn't workIf I was the owner I would say you know what the term of the contract is 3yrs not 6yrsThe right thing to pay on mysids is only for the trip visit of that tech that did the right thing and told me Sryour system hasn't protected you in the last months that was last July and your better off not paying no longerHow can you pay for something that is not workingSo I will pay for the tech trip charge thats the only thing that is fair

In the contract as with all contracts “We, Us, Our” are
reference to the company providing the contract and “You and Your” are
reference to the client or customer
Please see contract section
TRANSMISSION LINES: The
system includes a communicator that sends signals to the Center over your
regular telephone serviceYou
will pay for all telephone charges including any installation fee for a special
jack to connect the System to your telephone serviceWe recommend the use of a
RJ31X or equivalent telephone jack to give the System priority over other
telephones in our premisesHowever, WHEN THE SYSTEM IS ACIVATED, YOU WILL BE
UNABLE TO USE YOUR TELEPHONE TO MAKE OTHER CALLS SUCH AS CALLS TO THE
EMERGENCY OPERATOR, and therefore, you may wish to have the System connected to
a second telephone lineIf your
telephone is out of order, placed on vacation status, or otherwise not working,
signals cannot be transmitted to the Center and we will not know of the telephone
service problemWe, at our option, may utilize radio or cellular system as
a bafor transmitting alarm signals from your premises to the CenterThe
use of radio or cellular systems is controlled by the Federal Communications
Commission and changes in rules, regulations and policies may necessitate our
discontinuing such transmission facilities at our optionRadio or cellular
transmission may be impaired or interrupted by atmospheric conditions,
including electrical storms, power failures or conditions and events beyond our
control
We do have a monthly test signal that is set up with our
alarms, which is what prompted us to contact Mr*** to test the alarm
system. We have tried to work with Mr
***Again he refused any service unless it was freePlease see contract
section
REPAIR SERVICE: Repair service will be charge on
time and material basis unless you subscribe to our extended service program
Charges for repairs will be based upon our labor and material rates in effect
at the time of the service call, will include a minimum visit charge and will
be due and payable upon completion of the workIf you fail to pay for such
charges upon completion of the work we may terminate this AgreementWe may
substitute materials of equal quality at the time of replacement, may install
reconditioned used parts and may keep any replaced partsTo get service, call
or write us at the telephone number or address at the top of this Agreement and
tell us what is wrong with the System
In response Mr***’s comment regarding section 11, the
contract states “WE” (the company) may
stop or suspend monitoring and repair service
SUSPENSION OR CANCELLATION OF THIS AGREEMENT: You understand that we may stop or suspend monitoring and repair
service if; (a) strikes, severe weather, earthquakes or other such
events beyond our control affect the operation of the Center or so severely
damage your premises that continuing service would be impractical; (b) there is
an interruption or unavailability of the telephone service between the System
and the Center; (c) you do not pay the service fee due to us, after we have
given you ten (10) days notice that we are
cancelling service because of non-payment; and we may charge a
reconnection fee if service is suspended for non-payment; (d) we are unable to
provide service because of some action or ruling by any governmental authority ; or (e) you become a
debtor in a bankruptcy proceedingIf service is cancelled or this Agreement is
terminated for any reason, you authorize us to remotely disconnect your
communicator from the Center and/or enter your premises to disconnect your
System from our monitoring equipmentIf service is suspended because you have
failed to pay the charges set forth herin, and you ask us to reactivate the
system, you will pay, in advance, our then prevailing reconnection fee
Mr*** did not submit a notice of cancellation as
required by terms of the contract
PRICE PAYEMENT AND TERMS:
TERM: The original
term of this agreement is three (3) years, and will automatically continue for
successive three (3) year terms unless cancelled by either party in writing at
least (30) days before the end of the original term or any renewal term
Please see contract section
TERMINATION, DEFAULT: You
authorize us to investigate your credit record, and to report your payment
performance under this Agreement to credit agencies and credit reporting
servicesIf you fail to
make any payment when due, we may discontinue monitoring and service, terminate
this Agreement and recover all damages to which we are entitled including,
without limitation, the value of the work performed and the amount due to us for the
unexpired term of the Agreement, including loss of profitsIn addition,
we may impose a late charge on all payments more than ten (10) days past due in
the maximum amount permitted by law
Again we made every attempt to help Mr***We are a
local company who prides ourselves in great customer service and we attempt to
resolve all issues with every customer in a friendly and timely mannerWe went
above and beyond in an attempt to satisfy Mr***’s demandsWe offered to
reduce equipment prices and service fees lower than written in our termsIf we
were to provide everything below our cost or free to customers, our company
would go out of businessMr*** refused the service and failed to fulfill
the terms of the contract

I signed up for Security First Alarm King company for my alarm system needs in May of I signed a contract for years which should ended in May At or around May I called Security First Alarm King to tell them that I need three more of my windows covered which were not covered in the initial installation of my alarm at my residentI talk to the owner which he stated his name was Mr***He gave me a price 75$ plus a driver trip fee which I declinedI told him if you install this three windows I will sign with you guys another year contract which at this time he placed my on hold and said " Oh I see your contract yup in the next couple weeks"I said yes I love the service and wish to stay with you guys a couple more yearsHe didn't want to protect these windows for free so I said ok never mind than I can just stay at a month to month from now on which he stated correct no problemAt this time my price per month was with auto payI asked *** what

Per notes on this account, on February 10, 2016, Mr. [redacted] contacted
our office and wanted a decrease in his alarm monitoring fee or he was going to
cancel service. It was explained the rate he was in contract at our lowest rate
and per the terms of the monitoring agreement, the contract...

automatically renewed
for another 3 years since we did not receive a 30 day written cancellation
request prior to the contract renewal date of June 5, 2015.
The customer service representative passed the account to
management for review. In an attempt to appease Mr. [redacted], our operations
manager [redacted] called Mr. [redacted] back to discuss the monitoring rate. Mr.
[redacted] agreed to decrease the monitoring rate, but would no longer warranty the
equipment and made very clear any future service repair calls would be charged
a service call fee per hour.  Mr. [redacted]
accepted this agreement, and the monthly monitoring rate was decreased.
On August 9, 2016, we sent a letter to Mr. [redacted] stating the
monthly alarm test signal had failed. When Mr. [redacted] called back to test the
system on August 18, 2016 we did not receive the test signals. Mr. [redacted] was
asked if he had made any changes to the phone line that is connected to the
alarm system which allows it to send signals. Mr. [redacted] became upset and
insisted he had not made any changes. We offered to check the alarm at the
service call rate agreed upon when the monitoring rate was changed.  The account was transferred to Mr. [redacted] to
review again.
The monitoring rate was changed back to the standard rate,
and we issued a service call at our trip charge rate.
August 24, 2016, the technician found the phone line had
been changed by the phone company and was no longer compatible with the alarm
system. This is why the signals were not being received by our monitoring
station. The technician explained to Mr. [redacted] that it was not an alarm issue,
but a phone issue. The technician gave the options and pricing for a new panel
that supports the digital phone lines, or to install a GSM communicator. Mr.
[redacted] did not want to pay anything to resolve the issue. Our technician began
packing up his tools since Mr. [redacted] did not want to continue unless it would
be for free. Once the technician was about to leave Mr. [redacted] stated he wanted
the GSM communicator. The technician explained we would schedule it to be
installed, as he did not have one on his van and he had other service calls
scheduled.
Mr. [redacted] called the office wanting the GSM and additional
window contacts to be installed. Customer service explained what the charges
would be per Mr. [redacted]. This was not acceptable to Mr. [redacted] and he said he
would just cancel. Explained the contract had renewed June 5, 2015 and he would
be liable for the remainder of the contract. We emailed a copy of the contract
to Mr. [redacted] for review. When he called back we discussed the terms of the
contract, Mr. [redacted] conceded that the contract was valid. We offered to return
to the site to install the window contacts and GSM at a discounted rate and
trip charge.
On August 26, 2016 Mr. [redacted] said he did not want to pay
that amount to install the equipment and that he would continue paying on the
contract and cancel before it renews. 
We made several attempts to resolve the issue with Mr.
[redacted], but unless it was free, he refused our service.