Smart Tech Security Solutions, Inc.

Initial Business Response /* (1000, 5, 2016/06/01) */
Good afternoon. I am discouraged to discover that a valuable customer of ours is dissatisfied. We here at Smart Tech Security hold the utmost regard for customer satisfaction.
We installed the security alarm system for this customer on...

December 12, 2015. Said customer contacted our office on Monday, December 14, 2016 to alert us about a false alarm that occurred at her residence. A service appointment was made for the following day, Tuesday, December 15, 2016, and service was provided. The technician at this service appointment replaced the sensor that sent the false alarm with a larger one that would lessen the chance of further false alarms due to equipment issues. The equipment wasn't defective, but there was too much distance between the door and the alarm system panel. The new sensor we installed is larger, therefore providing a much stronger wireless signal to the door that had the issue. This technician also filled holes with caulking that wasn't completed previously. Said customer signed the service ticket agreeing with our "Service Quality and Client Satisfaction" section that states that she was satisfied with the work that was provided.
One of our office staff members received a phone call from said customer on December 17, 2015 because she had seen an advertisement for a free $200 Visa gift card with installation and asked for her gift card. The staff member offered to look into it for her and have her sales representative contact her to go over her contract and what was included in the purchase. The sales representative alerted the customer and let her know that her home didn't qualify for this gift card, but due to her non-qualification status, he offered her $99 off of her installation and 2 months of free monitoring, valued at $48.99 each, equating to $196.98 off installation total. This is $3.02 shy from the exact value of a gift card.
The customer sent an email to our Sales Manager on December 23, 2015 mentioning how she was dissatisfied with the service because of the single false alarm (no false alarms have been received after we replaced the faulting sensor), not receiving a $200 Visa Gift card and her 2 months of free monitoring not being applied to her account. The manager mentioned to the customer that we don't credit the account directly, that instead we send a check valued at double the monthly monitoring rate. Her check was issued in the amount of $97.98 and sent to her home. Our manager responded to customer email and made contact with her via telephone where customer said she'd call back in 5 minutes, although we didn't hear back from her.
December 23, 2015 was the last time that we at Smart Tech Security had contact with this customer until she called on May 18, 2016 to speak to a manager and to cancel her service. Upon review of her records, she contacted ADT directly on March 23, 2016 due to ADT's multiple attempt to collect payment on her past due account. Due to financial hardship, ADT placed a credit on her account of $70.72. The record also shows that a different office, ADT Corporate performed a service call on her account due to a low signal on her communication device. A communication device with a stronger wireless signal was installed on May 18, 2016. The notes on the account show that customer called in later that day to cancel her account without cancellation penalties to be applied.
As of today, May 31, 2016, we have offered to help her out in any way that we can. When I spoke to the customer to try and make sure that she was completely satisfied, she said "There isn't anything you can do expect pull out the equipment" although she mentioned later in the same conversation that we weren't allowed to enter her home. Furthermore, she made it clear to me how upset she was that ADT Corporate had called us at Smart Tech Security to alert us of her complaint and request to cancel.
We would be more than happy to assist this customer in any way so that she is happy with her alarm system. Thank you in advance with your help regarding this matter.
Sincerely,
Director of Administration
Smart Tech Security, your local ADT Authorized Dealer