Security Systems of America

SSA started a job around November 2022 moving my video footage system to another location in the building. Eddie stopped in a few times to assess the supplies that he would need. In December, John and Eddie came together, but they did not have enough supplies to finish the job, and I had cameras not working. The job was still not finished as of January 20, 2023. I was told that I kept getting rescheduled because I was "low priority" and they kept getting major businesses and fire calls. I complained to Brandon at the time that I was without functioning cameras. They were supposed to come back February 15th but didn't show until around February 27th. So I had gone all that time without cameras functioning to keep video on my business (and we later found employee theft was occurring and it wasn't caught on video, so my evidence is not on footage)! John couldn't fix the issue himself and he came a few times, so he needed to bring one of the bosses, Ralph, out to fix the job. Ralph assured me that the bills would be adjusted down since it took so long to complete and all late fees I had been receiving would be erased, and that he would call and check on me the following week to make sure everything was working okay. It was discovered that cameras weren't recording, so numerous messages were left with Ralph. I even escalated and left messages for Rich or Rick, one of the owners, which was ignored. Ralph called back assuring that the bills would be adjusted and he would have a technician that has been with the company for a long time come out. I waited a few weeks into April, but everything was functioning again. As of 4/30/2023, bills are not adjusted; they are tacking recurring services onto the bill (that is autodrafted). I want some credit to this bill being that I went almost 5/6 months without a fully functioning video system and cannot press charges with my staff being that the video evidence/view is not there (WHY I PAY FOR A SYSTEM!!!!!).

Review: In 2010, I moved to a new house after the owner died. SSA was utilized there by the prior owners. I contacted SSA and set up a time that my family (Parents) could be at the house to let in the tech to show us how the system worked because I work full-time. I still didn't have a (required by SSA) land line at the house to use the system. I told SSA that I wanted to take over the service for 1 year and they said they would have documents typed up for me to sign. When I met with my parents, they showed me 2 documents that SSA had my father sign when the tech was there.On one, there is a service invoice stating that the tech showed them how to use the system, and that there wasn't a phone line yet to use for the service. The second was a copy of a "Residential Agreement" that they had my dad sign as the "subscriber" and they circled that the agreement was in effect for "five years", starting 9/7/10. On both papers, SSA had written in my mother's name as the subscriber, then crossed it out and wrote in mine. When I called SSA and stated I only wanted the contract for 1 year and that I hadn't signed any document stating I wanted the service for 5 years, they told me that my father's signature was what they were going by and that it was a legal document. They said the only way for me to get out of the contract was to pay for the remaining 4 years of service still left on it, which would be $15/month for 4 years = $720. I told them that was unacceptable and they stood by this resolution. In addition, I've had to continue to pay for a land line that I don't want, just strictly for the alarm system to be connected to. The lady at SSA (Johnstown) told me that if I stopped paying for the service, I would be sent to a collection agency. The agreement is set to expire on 9/7/15, which means there is still a year left to go of this service I didn't sign for, in addition for the phone line cost.Desired Settlement: I would like to be re-funded for the amount I have paid to date. From 9/7/10 until 5/28/14, I have paid $15 per month. I have also paid $30 a month for the phone line. I have a cell phone and don't need this land line. Alarm system: 44 months X $15/month = $660Land line for alarm: 44 months X $30/month = $1320Total = $1980I also want the alarm system removed from my house at no cost.

Business

Response:

The contract dispute that has been filed by this customer has been reviewed by our office.

In resolving this complaint, we are willing to release this customer from our agreement with no penalties for early termination, A written cancellation is required to be sent to our office.

Security Systems of America offers solutions for monitoring alarm systems with homes with no land line telephones in place. Many of our customers are eliminating land lines and we are providing cellular options to our customers, We would be glad to discuss this option further.

I have used SSA since 1989 in 3 different homes and am about to have them secure my fourth home. I have always had excellent service from them. I like the fact that they are a " local " ( tri-state ) company.