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Review: I purchased a security system, paid for installation and then allowed them to monitor it over the course of a 10 year period. I decided to change monitor companies because of pricing and poor customer service. The new monitoring company needs the installer's codes to take over monitoring. I contacted the Security Team LLC whom will not surrender the installer's code or download access code without charging me $85.00 for them. I own the system. I feel I bought the codes with the system. Can they keep me locked out or hold my system hostage ??Desired Settlement: Please give me my codes that their installer changed from factory settings. Why should I have to pay $85.00 for something I should already own ?

Business

Response:

We sent this previous customer a disconnect letter because they were three months behind on their monitoring payment, upon getting our letter the customer was very upset about getting it and about the late charge that was added to it. We tried to accommodate her by waiving the late free but it still wasn't satisfactory to her. Then she informed us that she would like to cancel her service of which we obliged. She ended up calling back a few days later to get the dealer code for the alarm panel and once again we tried to satisfy her by trying to call the panel up remotely however we were unsuccessful in doing so. We then informed her since we had purchased the company some years ago we didn't have all the codes to the customer panels but we were willing to send a technician out to her home to see if we could do it onsite. We informed the customer that there would be an $85.00 service call fee to do this but she was unwilling to pay.

Please keep in mind that this customer has no contract with us or us with them, so we are under no contractual obligations to service her system. Our only obligation was to monitor her system (which we did) for a monthly fee (which she didn't pay for the last three months).

The only person that has not held up their end of the agreement is this client by not paying her monitoring bill for three months.

It seems kind of strange to me that this customer got so upset at us for her not paying "her" bill for the last three months but I guess that is how the world is now, people expect something for nothing and then get upset when you don't give it to them.

Please give us a call if you have any questions.

Thank you,

Consumer

Response:

I have reviewed the response offer 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.

The account was not behind as stated by them. They said they forgot I was on a month to month, they apologized and then waived the late fee. I was billed for February before it was due so I was not behind like they say . I normally pay them 2 months at a time and that has always been satisfactory. It wasn't until they got this "new" billing system per [redacted] that they charged me a late fee IN ERROR. I mailed them a check $40.00 for November and December on the day that I spoke with them about the unnecessary late fee. Due to the poor customer service, I decided to shop the service. I contacted them to receive the code that they claimed not to have. They were willing to give me the code for $85.00. The code should have been given to me at the time of installation anyway or at the time that they changed it without my permission. Why should I have to pay an $85.00 charge to give me a code that should be mine to start with. I paid someone else $35.00 to default my entire system back to the way it was when I purchased it. That reset the code back to factory. Upon that, I was able to access MY system.

I don't see a proposed resolution, however, I think they should reimburse me the $35.00 I had to pay to get the code to my system that they changed. They claim to not have any prior information on me as they are new owners. I don't feel that is my fault at all. Upon purchase of the business, they should have made sure the accounts were in order.

Do I want something for nothing? No........ I just asked for the code to the system that I purchased 10 years ago. Charging me $85.00 to give me something that should already be mine is ludicrous.

Regards,

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Description: SECURITY SYSTEMS CONSULTANTS, SECURITY CONTROL EQUIPMENT & SYSTEM MONITORS, SECURITY CAMERAS, TELEPHONE EQUIPMENT & SYSTEMS DEALERS, FIRE & SMOKE ALARM SYSTEMS

Address: 21 Hannah Circle, Suite 103, Waynesboro, Virginia, United States, 22980

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Web:

www.blueridgesecurity.net

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Shady, yet now dead: once upon a time this website was reported to be associated with Security Team, LLC, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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