Security Systems and Monitoring

I just installed my system in JulyI told the tech who came out, mike hI would be getting windows installed soon and thought the appointment was to get a quote on the service, not to insta that nightMy biggest concern was when windows were installed I would need to have the alarm sensors re-installed and did not want to pay 2X for the same serviceHe said it would be no problem and if the window company couldn't re-attach the sensors or if something happened to them (because that was what I was most afraid of) that he would correct it for freeGuess what happened? Two of the sensors broke- the window guys had no idea how to re-attach the ones that weren't broken and now security alarm now want to charge me to set me back up rightI am now paying for an alarm system that I am not using! SERIOULSY THE WORST EXPERIENCE EVER And to get out of the contract- as if $wasn't enough to set up, I have to buyout my contract which would cost me about $1700! STAY AWAY FROM THIS COMPANY! I don't understand how [redacted] allows them to be an "authorized" seller of their product

December 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received MsYoung’s complaint regarding the delay in his Visa Rebate Card First, we would like to apologize to MsYoung for the delay in receiving her card Currently our company is experiencing a delay in processing the Visa Rebate Cards and we are working quickly to rectify the situation and ensure that all customers receive their cards in a timely fashion.In an effort to expedite this process for MsYoung, we will be mailing a check directly to her home, in lieu of the Visa gift card This check was mailed from our office on December 3rdThe tracking number for the check is [redacted] , and she should be receiving it around December 10thYou are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] ***Customer Service ManagerSecurity Alarm Now [redacted]

To Whom It May Concern, In response to your letter dated 1/30/regarding case ID number [redacted] , the following are the resolutions requestedSecurity Alarm Now understands and recognizes [redacted] **’s concerns and has refunded his $installation fee, totaling $including taxThis transaction will take an average of 7-business days to reflect within her accountYou are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] Director of Customer RetentionSecurity Alarm Now###-###-####

[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 [redacted] 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, [redacted] ***s

To whom it may concern,Thank you for bringing this to our attention, we will be sending this customer a Visa gift card from our office within hours in the amount of $100.00.We apologize for the delay, with distribution of this gift card we consider this complaint resolved.Thank you and have a great day!

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received the complaint regarding Ms***s [redacted] Gift Card Rebate At this time, we are experiencing a delay in processing our [redacted] Gift Card rebates In an effort to expedite this, we will be bypassing our 3rd party distributor to send Ms***s card to her Ms***s $ [redacted] Rebate will be shipped from our office in Chandler, Arizona on 11/30/with 2-day Express Shipping We currently do not have the tracking number updated as of yetWe will be emailing her tracking information to [redacted] You are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] *** [redacted] *anagerSecurity Alarm Now [redacted] ***

Ms***, In response to your letter dated 9/4/regarding case ID number [redacted] , the following are the resolutions requested On 10/22/ [redacted] **called into Security Alarm Now inquiring about our servicesDuring this call [redacted] supplied us with his personal contact information, this information mirrors the contact information he supplied to you for this claimAlso at the time of this call [redacted] did in fact decide to take advantage of our promotion which led to the installation of his security system on 10/24/Soon after the customer’s installation Security Alarm Now received notice that the customer submitted his Notice of Cancellation [redacted] was contacted by our customer care department to discuss his reason for cancellation which he stated was due to the fact he loved the previous system that was his homeFulfilling [redacted] ***’s wishes we began to process the cancellation of the accountPart of the cancellation process within the Notice of Cancellation time period is to pull the equipment that was provided; this is stated on the Notice of Cancellation form [redacted] signedAn appointment to remove the equipment from the home was schedule for 11/21/2014, when Security Alarm Now’s technician arrived at the home on this date the customer was a no showTherefore the equipment was never removed from the homeMoving forward several calls attempting to reschedule the equipment pull with the customer were placed with no luck, until 4/30/On 4/30/Security Alarm Now advised the [redacted] that the equipment will need to be removed from the home immediately [redacted] stated he had no intention of working with us to complete this [redacted] also stated not to call anymore and disconnected the call On this same day an email was sent to [redacted] the email address that [redacted] supplied to us at the time of his original sale, stating the terms of the Notice of CancellationThus letting [redacted] know that if the equipment pull is not scheduled and the equipment is not collected from the home that his account will be sent to collections for the price of the equipment that was installed in his homeSecurity Alarm Now has not been contacted by [redacted] to rectify the situation and therefore the account was sent to collection for the total amount of $850.00, the price of the installed equipment You are welcome to contact me directly with any additional questions you may have, and I will send an update as soon as we have contacted the customer Best regards, [redacted] Director of Customer Retention Security Alarm Now [redacted] ***

In response to your letter dated 10/20/regarding customer [redacted] , the following are the resolutions requested Robin [redacted] contacted Security Alarm Now on 9/29/2014, placing an order for [redacted] security servicesAt the time of her recorded sales call it was disclosed to Ms [redacted] that the $installation fee is in fact nonrefundableContinuing on it was also disclosed within the recorded order confirmation that this transaction would be processed within hours, on or after the date of 9/29/ Ms [redacted] agreed that she understood the installation fee process then continued with supplying her credit card information that she preferred the transaction to be processed onDue to the miscommunication of monthly monitoring rates, Security Alarm Now has refunded Ms [redacted] for the installation fee totaling $to best serve the customerMs [redacted] has been made aware of the refund of the transaction

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received the complaint regarding Ms [redacted] Visa Gift Card Rebate At this time, we are experiencing a delay in processing our Visa Gift Card rebates In an effort to expedite this, we will be bypassing our 3rd party distributor to send Ms [redacted] card to him Ms [redacted] $Visa Rebate will be shipped from our office in Chandler, Arizona on or before November 9th, and she should receive it within 7-business days from that date.You are welcome to contact me directly with any additional questions you may have.Best regards,Katie W***Customer Service Supervisor [redacted] ***

To whom it may concern, Thank you for bringing this to our attention, we apologize for the delay however, we have mailed Mr [redacted] a Visa gift card on 3/14/please allow 5-days to receive this rebate.If you have any additional questions please do not hesitate to ask,Thank you and have a great day!

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received Ms [redacted] complaint regarding the delay in his Visa Rebate Card First, we would like to apologize to Ms [redacted] for the delay in receiving his card Currently our company is experiencing a delay in processing the Visa Rebate Cards and we are working quickly to rectify the situation and ensure that all customers receive their cards in a timely fashion.In an effort to expedite this process for Ms***, we will be mailing a check directly to his home, in lieu of the Visa gift card This check will be mailed from our office on Monday, November 23rd, and Ms [redacted] will receive an email shortly with the tracking number.You are welcome to contact me directly with any additional questions you may have.Best regards,Katie W***Customer Service SupervisorSecurity Alarm Now###-###-####

To whom it may concern, I spoke with Miss [redacted] today upon confirmation we have discovered she is due one referral visa rebate card for $ She stated she would like her referral to receive his rebate as well, this customer however did not fill out and turn in a rebate form, according to the notes in our system We will be sending another $Visa gift card to Miss [redacted] within the next hours from our office Please let me know if you have any additional questionsThank you and have a great day!

To whom it may concern,Thank you for bringing this to our attention, we will be sending this customer a Visa gift card from our office by March 17, 2016, In the amount of $ We have contacted Miss J [redacted] today to inform her of this and address any other concerns.We apologize for the delay, with distribution of this gift card we consider this complaint resolved.Thank you and have a great day!

January 18, 2016Revdex.com (Phoenix, AZ)N12th StreetPhoenix, AZ 85014-4585Re: Case ID [redacted] To Whom It May Concern:In response to your letter dated 1/16/regarding case ID number [redacted] , the following are the resolutions requested:Security Alarm Now has spoken with Ms [redacted] and has expressed our apologies for the delay in serviceService has been scheduled for Security Alarm Now to service Ms [redacted] system on 1/23/2015, we have also placed Ms [redacted] on our early timeslot list to provide service sooner should an appointment come available.If additional information is required please feel free to contact me directlyBest regards,Aashli M***Director of Operations###-###-####

To Whom It May Concern, Thank you for bringing this to our attention I apologize that the Visa we mailed on 3/did not reach you, we have issued you another Visa in the amount of $to [redacted] *** Please allow 3-business days for this to be delivered We are sorry for the delay, with the distribution of this gift card we consider this complaint resolvedPlease let us know if you have any additional questions Thank you for being a customer, and have a great day!

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint 10939124To Whom It May Concern, We have received and reviewed Ms***’s complaint regarding her recent service by an ADT technician on September Ms ***’s security system was installed by Security Alarm Now on May, Security Alarm Now was responsible for all service and maintenance on her account for the first months of service, however, after days, this customer’s system is maintained and billed exclusively by ADT and their corporate technicians The technician that she had in her home was an employee on September was an ADT Corporate Technician This complaint should be redirected to ADT and not Security Alarm Now.You are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] Customer Service SupervisorSecurity Alarm Now [redacted] ***

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received MsM [redacted] complaint regarding her experience with our company, and I would like to address each separate issue.As pertaining to MsM [redacted] Visa Gift Card, we have been experiencing a delay with our 3rd party distributor of the Visa Cards We will be bypassing our distributor and sending MsM [redacted] card directly from our office This card will be mailed from our office on 9th November, and she should receive it within 7-business days from that date We do apologize for the delay, and are working diligently to send these cards to each of our customers In regard to the additional equipment, each customer reviews and signs off on all additional equipment at the time of the installation At the time each order is placed, our customers are informed that our technicians will make recommendations based on the needs of the individual homes This is in addition to the free basic package that we provide to every customer, and our customers are under no obligation to purchase the additional equipment that the technician recommends The equipment and discounted price were agreed upon at the time of the installation In regard to the monthly monitoring rate, again, the technician recommended, and the customer agreed, to the Pulse upgrade, allowing the customer to have remote access to their system As soon as we were made aware that the customer did not want this upgrade, we made the necessary adjustments, and the customer received a $credit on their next month’s bill for the error.You are welcome to contact me directly with any additional questions you may have.Best regards,Katie W***Customer Service SupervisorSecurity Alarm Now [redacted] ***

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 For your reference, details of the offer I reviewed appear below.I do not accept this proposal because it's not accurate I have tried to check to see if the alarm was working in the past by calling and having [redacted] check it a couple of times I didn't think I needed to check it every month after they claimed they received a signal However on December when my first time opening the door without silencing the alarm first, appears to be the first time I realized my alarm wasn't operating efficiently after no one called me to ask if everything was ok When I called them I asked why no one called me and was told by the rep that she didn't know but I needed to have a repair person come out It had nothing to do with the motion sensor until the repairman came and I found out that the motion sensor could only be detected if you walked from the front door down the long hallway, into the living room and stand in front of it on the far wall by the rear balcony door This is unacceptable since my alarm previously with [redacted] had motion sensors at the front door and would alarm immediately as soon as someone entered the door I don't believe a person would try to climb up a second floor balcony in the rear to enter my home when they could enter through the street level front door I have paid these people too much money already to accept one free month and would rather have a refund of the total months that were paid Also now that they corrected the sensors the alarm printing now mentions what door or window location is open It never did that beforeIf they will not accept my proposal I would like to disconnect their alarm I won't do business with people who don't train their people to properly install something as important as a security device I have a paroled sex offender attached to my townhouse next door and we do not get along Regards, [redacted]

November 2015Better Business Bureau (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received Ms [redacted] complaint regarding the delay in his Visa Rebate Card First, we would like to apologize to Ms [redacted] for the delay in receiving his card Currently our company is experiencing a delay in processing the Visa Rebate Cards and we are working quickly to rectify the situation and ensure that all customers receive their cards in a timely fashion.In an effort to expedite this process for Ms [redacted] , we will be mailing a check directly to his home, in lieu of the Visa gift card Ms [redacted] will receive an email shortly with the tracking number.The additional charge that Ms [redacted] was referring to was the customer’s voluntary upgrade to our Pulse monitoring system The cost was $plus tax for a total of $ At that time, the customer was also given an additional door sensor, which is a $value at no charge.You are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] Customer Service SupervisorSecurity Alarm Now###-###-####

The appointment was rescheduled today due to weatherI accept that the weather in our area today made travel for the technician dangerous but do not wish for you all to close the complaint until after the work is done and my system is working properly Based on the company's past performance, I cannot simply accept their word and I wish for this complaint to remain open until the work is completed and my alarm system works.Thank you, [redacted]