Stanley Convergent Security Solutions, Inc

STANLEY Convergent Security Solutions, Inc("STANLEY") is writing in response of Complaint ID *** STANLEY has reached out to this customer and we are working together to finalize his account and to ensure that all concerns are brought to resolution. If you need further
information, please do not hesitate to contact me directly at ***.Thank you,*** ***

Dear Revdex.com of Chicago, Stanley Convergent Security Solutions, Incis in response to Revdex.com Complaint ID ***. A Stanley Accounts Receivable (A/R) Representative along with our Executive office reviewed this complaint and responded to the customer with the following message:
Dear *** * *** *** I have reviewed the information you provided to myself and the Revdex.com with our Executive Office Team. We understand you would like to receive a refund from to March of for the time your system wasn’t working because of the change in the phone lines and that all open invoices on the account are to be removedPer the contract that both parties entered into in June of 1990, it states that “The Customer assumes the responsibility to periodically test the system and replace batteries as necessary”. Testing is performed by the customer by calling our 24-hour monitoring center and putting your system on test modeUnfortunately, this did not take place during the time frame listed above and it is truly unfortunate that this happened and you were not aware that the system was not communicating. Without you testing your system there was nothing we could have done differently that would have prevented the problem. However, we also understand you have not received the best customer service with StanleyWe want you to know we take your feedback seriously and we will review with our leadership the feedback you providedBecause your experience has not met our Stanley Standard, we will move forward with bringing the balance owed to $ Thank you, *** *** (A/R Rep with Stanley) We apologize for any inconvenience this may have caused to the consumerAt this time we have not heard back from the consumer but, if any further questions are needed based up on Stanley’s resolution above, please let us know. Thank you, *** ***

Dear Ms. ***I would like to work with you directly to help ensure your concerns are resolved Please email me at [email protected] with the best time and phone number I can give you a call If you prefer to call me, I will be available April 7th and 8th from 7am - 12pm
CST or any day next week from 7am - 4pm CST at ***.I look forward to talk with you.Thank you,*** ***

Revdex.com of Chicago, Stanley Convergent Security Solutions, Incis in response to the Revdex.com Complaint Stanley has settled this invoice to $per the customer and has discussed this account with the client If any further information is needed, please let me know. Thank
you,Renee ***

Initial Business Response /* (1000, 8, 2015/05/19) */
Dear Ms***,
I am sorry to hear that you are receiving calls at 2:02amCan you give me any further details on what information is being stated when the calls come through? We do not do cold-calling for sales or advertisingIs the
number you provided (XXX) XXX-XXXX the number that we are calling? I can make sure you are not listed on someone's emergency contact list
Thank you for your help in this, and I do apologize for this issue
Best Regards,
*** ***

Stanley Convergent Security Solutions, Inc(“Stanley”) is in response to the complaint filed by *** ** *** After further review on the account, Stanley has agreed to remove all open invoices on the account and apologizes for the lack of customer service that was provided to the
consumer. The account is closed as of date with a zero dollar balance If there is any further issues, please contact me directly

Revdex.com of Chicago, Stanley Convergent Security Solutions ("Stanley") is in response to *** *** complaint We apologize for the error regarding this refund I have put in the request and have asked to expedite the refund to the customer. Thank you,*** ***

Initial Business Response /* (1000, 6, 2015/08/13) */
Revdex.com of Chicago,
This consumer put in a complaint with the Attorney General offices and below is Stanley's response to the attorney general complaint. Stanley has also communicated with the customer via phone as well.
Please let us know if...

you have any further questions after you review the letter below.
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Office of the Attorney General
State of Illinois
Attn:[redacted] Consumer Protection Division
100 West Randolph Street
Chicago, IL 60601
Re: Attorney General Complaint - File # [redacted]
Dear Ms.[redacted]
I am in receipt of file # 2015-CONSC-XXXXXXXX, filed against Stanley Convergent Security Solutions Inc. ("SCSS") on June 25, 2015 by [redacted]. SCSS has reviewed the concerns listed and disagrees with the assertions made in this complaint. Stanley provided service calls to Ry Properties ([redacted]) in accordance with the terms set forth in the Installation and Service Agreement entered into by both parties. Ry Properties does not have a service plan in place and all service is conducted on a time and materials basis.
The services contracted for under the agreement, are the customer's responsibility based upon the request he had called in for. Stanley found ground fault issues at Ry Properties, which were not foreseeable or controlled by Stanley; therefore, Ry Properties is responsible for the invoices they received. There are two service invoices open for the service calls that Ry Properties placed, invoice XXXXXXXX has a balance of $450.75 and invoice XXXXXXXX has a balance of $242.00.
It is Stanley's goal to provide the best possible service to our customers. We are sorry that Ry Properties is not satisfied. However, Stanley has fulfilled all of its obligations under the agreement and we ask that Ry Properties does the same. However, in order to resolve this matter, Stanley has agreed to waive the balance on one service invoice (XXXXXXX) in the amount of $242.00 and offered the customer a reduction of $20.00 in their monthly monitoring fees. Stanley has tried to reach out to [redacted] with Ry Properties, to explain further detail regarding the invoices that are outstanding.
If you have any further questions, I can be reached at [redacted]@sbdinc.com.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE WOULD LIKE FOR STANLEY TO PROVIDE A COPY OF THIS AGREEMENT STATING THAT WE WERE REQUIRED TO PAY FOR ALL SERVICE CALLS REGARDING OUR ALARM SYSTEM. MOREOVER, WE WOULD LIKE STANLEY TO PROVIDE A COPY OF THEIR SERVICE PLAN THAT IDENTIFIES THE COST ASSOCIATED WITH A SERVICE CALL AND THE HOURLY COST FOR A TECHNICIAN TO PERFORM SUCH REPAIRS, WHICH IS NOT REFLECTED ON ANY OF THE THREE INVOICES WE RECEIVED.
ADDITIONALLY, WE HAVE EVIDENCE FROM STANLEY VIA E-MAIL AND PHONE, THAT INDICATES THAT THEY DID NOT HAVE A COPY OF THE AGREEMENT, AND THAT THEY WOULD AGREED TO REFUND THE OVER CHARGES OF OUR FEES THAT DATED BACK TO THE YEAR 2011.
IN SUMMARY, STANLEY INDICATES THAT THE CHARGES FOR THE SERVICE WERE IN CONJUNCTION WITH THE AGREEMENT THAT WE SIGNED, BUT THEY DID NOT STATE THAT ON ALL THREE OCCASIONS, THE TECHNICIAN FAILED TO MAKE THE NECESSARY REPAIRS TO CORRECT THE ORIGINAL PROBLEM.
IN RESPONSE TO THE CREDIT THAT IS BEING WAIVED FOR $242.00, THE TECHNICIAN FOR THAT INVOICE CLEARLY INDICATED THAT HE COULD NOT FIX THE PROBLEM UNTIL WE HAD TWO (2) PHONE LINES RECONNECTED. THESE TWO PHONE LINES WERE DISCONNECTED IN 2009, YET THE TECHNICIAN, NOR STANLEY WERE AWARE OF THESE FACTS.
THESE FACTS ALONE, INDICATE THAT STANLEY'S EMPLOYEES DID NOT UNDERSTAND HOW OUR FIRE ALARM SYSTEM WORKS, AND CLEARLY, THEY HAD NO IDEA HOW TO SOLVE AND REPAIR THE PROBLEM WITH OUR SYSTEM.
DUE TO THE ABOVE FACTS, WE (RY PROPERTIES AND TIMBER RIDGE CONDO ASSOCIATION) DO NOT FEEL THAT WE RECEIVED THE SERVICE THAT WE WERE CHARGED BY STANLEY. AND WE STAND BY OUR COMPLAINT THAT STANLEY FAILED TO PROVIDE THE SERVICE ASSOCIATED WITH THE INVOICES SUBMITTED FOR PAYMENT. WE ALSO STAND BY OUR COMPLAINT THAT STANLEY OVERCHARGED OUR MONTHLY FEES DATING BACK TO THE YEAR 2011, AND AS THEY HAVE COMMITTED TO PROVIDE US WITH A REFUND IN CONVERSATIONS WITH THEIR EMPLOYEES IN JUNE 2015
Final Business Response /* (4000, 18, 2015/10/05) */
This has been handed over to our legal department as the consumer has filed within the Courts. This will be handled by our legal team during the upcoming Court date.

Initial Business Response /* (1000, 6, 2015/07/31) */
Revdex.com of Chicago,
I am in receipt of case # [redacted], filed against Stanley Convergent Security Solutions, Inc. ("SCSS") by consumer [redacted]. SCSS has reviewed the concerns listed and apologize for the inconvenience caused to Mr.[redacted]. ...

SCSS has processed the open invoice to ensure it is brought to a zero dollar balance.
If you need anything further, please contact me directly at [email protected].
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for correcting this error,[redacted] I am satisfied with the reply and will mark this complaint as being resolved.

Initial Business Response /* (1000, 6, 2015/07/31) */
Revdex.com of Chicago,
Complaint #XXXXXXXX has been directed over to STANLEY Security Legal Team for further review and resolution. They will work with the customer moving forward.
Thank you,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/06) */
Revdex.com of Chicago,
Stanley Convergent Security Solutions, Inc. ("Stanley") is in receipt of case #[redacted] (Consumer: [redacted]). Stanley has reviewed the concerns mentioned in the above case number and apologizes for the...

inconvenience and frustrations caused to Mr. & Mrs. [redacted].
It is Stanley's goal to provide the best customer service possible to our customers, and we are sorry you are not satisfied. Stanley takes you feedback seriously and we will review our refund process and time-frame with the leadership team.
We value you and your long standing commitment to Stanley for 25 years. Your refund has been processed via the credit card on file, and you should receive it no later than August 12. If there is anything we can do for you in the future, please let us know. Again, we apologize for the delay and the frustrations this has caused to you.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been promised so many things, so many times, from so many reps. Until the funds arrive in my account (you [redacted] now promised too) this issue continues to be unresolved. Stanley Convergent should should be ashamed. If / when the funds post to my account, I'l celebrate :) and may update my Revdex.com post. People should be made aware Stanley Back & Decker treats 25+ yr customers like dirt. #Total_fail
Final Consumer Response /* (3000, 15, 2015/08/14) */
AS OF 8/13/15 NO REFUND HAS BEEN RECEIVED...
EVEN THE REPLY TO Revdex.com COMPLAINT WAS A LIE!
Final Business Response /* (4000, 17, 2015/08/19) */
Revdex.com of Chicago,
I apologize for inconvenience to the consumer and for the process and time frame it took fort them to receive their refund. SCSS released their refund on August 12th as we stated in the final response.
The consumer, should have their refund and SCSS considers this case closed.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  I will provide the informationthat is being requested and hope that this will finally remove the debt that we do not owe.
Sincerely,
[redacted]

Stanley Convergent Security Solutions, Inc. (“Stanley”) is in response to the complaint filed by Jim Boyd.  After further review on the account, Stanley has agreed to reduce the invoice to a standard trip charge. Per the contract between both parties, Stanley recommends that the consumer tests...

their security system on a regular basis (monthly is best) to ensure the alarm signals are at the optimal capacity.  Stanley was not notified that the phone services were changed from one carrier to another and without the consumer testing their system there was nothing Stanley could have done differently to prevent the issues the consumer is stating.  We apologize for the inconvenience that was caused and because of the errors received, the invoice will be reduced to a standard trip charge and the consumer will not be charged labor.

Stanley Security Solutions, is reviewing this complaint, and will have a response within a week.  I am sorry for the delays regarding this complaint.

Revdex.com of Chicago,Stanley Convergent Security Solutions, Inc. ("STANLEY") is in response to Revdex.com Complaint ID 11299966 that was filed by consumer, [redacted] STANLEY has reviewed the account mentioned and do apologize for the length it took to get a service call schedule for Mr. [redacted] to get his system...

unlocked.  Per the Standard Service Plan that Mr. [redacted] had, the request to unlock the system was not covered by the plan, which resulted in a billable service call.If you have further questions, please do not hesitate to contact STANLEY.Thank you,STANLEY Customer Experience

Dear [redacted] I am in response on behalf of Stanley Convergent Security Solutions, Inc. ("Stanley"), regarding  your concerns listed below.  We apologize for the experience you have received.  The account has been cancelled but the outstanding balance remains.  I can...

look into why there is an outstanding balance on the account.    As the account is not in your name, can you please confirm the name and address on the account, and if you have a copy of the death certificate as well. You can email me the direct information to [email protected] or contact me directly at [redacted]Again, I apologize for the experience you have received and will review the account in depth. Thank you,[redacted]

Initial Business Response /* (1000, 7, 2015/06/18) */
Dear Revdex.com of Chicago,
We are sorry for the delay in our response. We have refer to legal regarding this Revdex.com case and once we get a response from Legal, I will get a response to you and to the consumer.
If the consumer has any questions,...

they can contact me directly at [redacted]@sbdinc.com
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 9, 2015/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will wait for response.

Complaint: [redacted]
I am rejecting this response because:My service plan included complete coverage including any maintenance items. I own the system and should not have to wait for access to it. If the service in question would have been done during our contract term then it is covered. The only reason it was billable is because it was done outside the contract term. And it was done outside the term despite plenty of notice.Stanley need to credit my account fully and send me a $-0- balance invoice noting account closed.
Sincerely,
[redacted]