Security Systems and Monitoring

November 4, 2014Revdex.com (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint ID [redacted] To Whom it May Concern, I am writing in response to Ms [redacted] complaint (# [redacted] ) Upon receipt of this complaint, I have personally reviewed the calls between Ms [redacted] and our Customer Service team on the dates of 3/25/and 3/31/ During the call between Ms [redacted] and the Customer Service Agent on 3/25/2015, Ms [redacted] asked if there would be any further payments At that time, Ms [redacted] was told that we do require a day notice to cancel the account, and that she would start the process at that time There was no guarantee given that no additional payment would be extracted during the cancellation process When Ms [redacted] called again on 3/31/2015, she spoke to a separate agent At that time, her primary concern was whether the equipment was still being monitored, and whether it could be used by new tenants in the home Again, Ms [redacted] was told that the cancellation process was started on 3/25/2015, but there was no specific guarantee made regarding the April billing However, in an attempt to help Ms***, we will issue a refund for her April bill in the amount of $ That payment will be processed by our Finance team on 4/22/and should show in Ms***’s account within 7-days.We will not, however, be waiving the early termination fees for Ms***’s remaining contract Ms [redacted] is attempting to cancel a month agreement with more than months remaining in the contract Ms [redacted] presented herself to us as the home owner at the time she obtained our services Ms [redacted] is now claiming that she vacated her rented property due to a gas leak and should not be held responsible for the contract that she entered into At the time the account was set up and at the time the contract was signed Mr [redacted] was informed of, and agreed to, the month contract, and, therefore, is responsible for the remaining balance due.Best regards, [redacted] Manager of Quality AssuranceSecurity Alarm Now###-###-####

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!

To Whom it May Concern, We appreciate you bringing this to our attention as it is very important to us to make this right for our customer. We have scheduled a technician to come out to the customers home on friday 02/19 and confirmed this appointment with the customer to ensure he is happy... with a working system. Please let us know if there is anything else we can help you with!

wrong customer Wrong complaint

Yes, the company has spoken to me WHEN AND IF I can actually get ahold of themThey have apologized, but at this point I feel that is simply not enoughI should not have had to wait over a month to have all of my equipment I ordered and to have a system I can actually fully useThis company does not seem to care about its customer service or the happiness of their customersFor the small amount of time that it will take a technician to be at my house I'm sure someone could have been called in or made to work a little laterThe last time my appointment was cancelled I missed an entire day of work sitting around waiting for a technician that never showed upEven the company had trouble reaching the technician and when they finally tracked him down his explanation for not showing was that his previous job ran over and it was his quitting time so he simply went homeHe never notified the company or me They do have an appointment scheduled to come to my home on January 23rd, however I am very fearful that they will cancel that appointment as well especially because in my area we are due to get a lot of snowI cannot take an earlier appointment this week because I cannot miss work AGAIN for thisI already took an entire day off on Friday January 15th waiting for a technician that never showedI WILL NOT do that again nor should I have to

To Whom It May Concern,In response to your letter dated 6/25/regarding case ID number [redacted] , the following are the resolutions requestedSecurity Alarm Now understands Ms***’s concerns; the non-refundable installation fee was disclosed and agreed to within our recorded confirmation of the order, following this Ms*** supplied her Sales Advisor with the checking account she preferred the transaction to be chargedTo best assist the customer Ms [redacted] has been refunded her $installation fee, totaling $including taxThis transaction takes an average of 7-business days to reflect within her accountMs [redacted] has been contacted and informed of the installation fee refundYou are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] ***Customer Service ManagerSecurity Alarm Now

November 2015RevDex.com (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***nCustomer Service SupervisorSecurity Alarm Now ext

To whom it may concern, Thank you for bringing this matter to our attention We will be refunding the customer the full installation fee This may take 7-business daysI have spoken with the Mr [redacted] to inform him of this Thank you and have a great day!

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]

[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 I am grateful to the company for their honorable action I did actually contact the company on two occasions about the rebate I left two voice mails with the sales rep which were never answered and contacted Customer Service once The contact with Customer Service was when I realized that I needed to send in a rebate form I did so the same day that I contacted CS I was confused about the process and believed that the rebate would be automatically handled Once again, I am appreciative of the company's response and look forward to a positive relationship with them in the future Regards, [redacted]

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 resolved Please let us know if you have any additional questions Thank you for being a customer, and have a great day!

October 2015Revdex.com (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Complaint [redacted] To Whom It May Concern, We have received the complaint regarding Mr [redacted] Visa Gift Card Rebate By Mr [redacted] own admission, he did miss the thirty day deadline for postmarking his rebate form, as was clearly explained to him at the time his order was placed and is clearly stated on the rebate form We are willing to honor that rebate despite the lateness of the submission.At this time, we are experiencing a delay in processing our Visa Gift Card rebates This would have been explained to Mr [redacted] , had he contacted us directly rather than involving the Revdex.com Mr [redacted] $Visa Rebate will be shipped from our office on October 19th, and he 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 SupervisorSecurity Alarm Now[redacted] ***

I have been attempting to collect my three, $100 rebates from this company that were due to me in November. I have documentation for emails & calls and finally did a chat with the [redacted] for false advertising. I have been promised that my payment was being sent in the form of Visa Cards then it was an expedited check..blahblahblah...it is tragic! I was told that the company that was supplying the rebate cards was behind by $70,000. PLEASE DO NOT FALL FOR THIS FALSE ADVERTISING! NEVER attempt to reach a supervisor, as they are no longer with the company. Please ask me for the emails and the contacts if you do not believe me. I spoke with a Customer Service Rep. today, that told me three cards had been mailed on January 7th only to receive a call from another Customer Service Rep confirming an address at 1:46 pm that said they were expediting me a check...when I told her that I had been informed three cards were on their way, she said that was not on her record. We will see if I receive the "second" expedited check!!

February 23, 2015Revdex.com (Phoenix, AZ) N12th Street Phoenix, AZ 85014-4585Re: Case ID [redacted] To Whom It May Concern, In response to your letter dated 2/23/regarding case ID number [redacted] , the following are the resolutions requestedSecurity Alarm Now installed Ms [redacted] security alarm system on March 15, 2014, in order to establish monitoring services, at the time of installation signals are sent from each zone to the [redacted] Monitoring Stations, verifying each zone has adequate signal and therefore is able to be monitoredFor a zone to send signals it must be receiving optimal connection between contact and magnet, if not installed or programmed properly signals would not have been communicated by these zones***s monitoring station has confirmed that all zones installed in the Ms [redacted] residence sent adequate signals on March 15, In addition, stated in Ms [redacted] Alarm Service Contact, Clause 24- Testing states “I agree that it is my responsibility to test the Equipment monthly by calling ###-###-#### (and the following prompts).” (See additional Attachment)By the customer fulfilling this responsibility if any troubles exist with the signal and/or equipment at this time they would be identified and therefore rectified in a timely mannerIf in actuality Ms [redacted] system was subjected to system troubles, by her carrying out her customer responsibility outlined within her contractual agreement of testing the system monthly, if there were in fact system troubles they would have been found and resolved immediately.Facts supporting Ms [redacted] system has been sufficiently installed as well as monitored since March 15, 2014, the date of installation, have been provided and therefore Security Alarm Now will not fulfill Ms [redacted] request to be reimbursed for all monies paid thus far As stated in the previous response, in efforts to please the customer Security Alarm Now has credited Ms [redacted] account for the month of December’s monthly monitoring rate as previously guaranteedYou are welcome to contact me directly with any additional questions you may have.Best regards, [redacted] Director of Customer RetentionSecurity Alarm Now###-###-####

To whom this may concern, Thank you for bringing this to our attention.Our customer was advised during the initial sales call on our new rebate processAs of 01/our rebate process has changedCustomers are able to submit for their rebate once they have completed consecutive payments for months on their monitoringCustomers will then be able to submit the rebate form.We apologize that there was a miscommunication with one of our technicians on the new rebate formWe have addressed this and going forward will not occur again.I have sent Mr [redacted] a rebate form in the mail today so he can submit it after he reaches days of service I have spoken with Mr [redacted] to explain the process, he was satisfied and thanked me for my instructionsThank you, have a good day!

To whom it may concern,Thank you for bringing this to our attention, after reviewing the account, 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!

To whom it may concern,Thank you for bringing this to our attention, we will be sending Miss [redacted] a Visa gift card from our office by March 17th, 2016, In the amount of $200.00.We apologize for the delay, with distribution of this gift card we consider this complaint resolved.

January 2016Revdex.com (Phoenix, AZ)N12th StreetPhoenix, AZ 85014-4585Re: Case ID [redacted] To whom it may concern, Unfortunately at this time we will not be able to help Ms [redacted] solve her complaintMs [redacted] signed up with our company 3/14/ She spoke with us 2/03/about her moveAt the time she was given the correct information on how to go about getting her services movedUnfortunately, instead of following the process, she had another dealership for ADT come out to her new home and install equipment After learning that was not the correct process, she then cancelled with the other dealership and never continued with the process with ADT corporateDue to the process not being followed and not continuing her service when she moved she was charged the remaining 75% of the balance of her contract as agreed upon in her contractWe have tried to work with her and even lowered her balance to a total of $instead of $At this time, this is the amount she will have to pay to be released from the contract or we will have to move her account to collectionsBest regards, Todd Z***Customer Service ManagerSecurity Alarm Now [redacted]

I have received nothing from this company just like the first promise that did not happen I waited to see if it would comeI was given only one verbal quote for monthly cost from the technician which was higher than the company gave me As soon as he left I checked my written notes and it was $a month higher.I called the company immediately and it took months to changeI also stated I did not want any in the FR except window and door Today I watched a commercial by the same company with a [redacted] number that states "complete home security system" "free remote with cost about $a dayThe technician said to pay by check $ After complaining it was changed to plan B for $which we paid by [redacted] We felt pressuredI want to be released from the contract [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 3, 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.However, I'd like the company to consider what I mentioned about possibly changing the wording on their rebate formIt would save a lot of headaches down the line if people know upfront what timeframe to expect Regards, [redacted] ***