Steve's Professional Cleaners

The General Manager for our Electronic Alarms location in RI, [redacted] , reached our to Mrs [redacted] to discuss her concernsThey have agreed to meet this weekend to discuss further and to bring this situation to resolution

First I would like to apologize for my delayed responseI just found the notification today caught up in a spam filterI reviewed the details and we did have a technician respond to a request to fix a faulty sensor on 8/11/The technician on site discovered that the cover of the device had been moved and was not sitting properlyThe situation was resolved at this timeThe sales person who sold some of the equipment for this system (system was already in place we took over monitoring and replaced a few devices) is no longer with the company so I cannot ask what he said or didn't sayHowever the contract for service from does not include a Lifetime Service policy which would cover any wear and tear of the equipment providedThe only service plan this customer has is for wireless service where we will come out and replace the batteries on the devices and Wellness inspections where we will come out and inspect the system free of charge annually at the request of the customerAlso, in the terms and conditions on the contract Section "Repairs of Clients Equipment" states that the customer is responsible for repair work done on premiseIt is always our practice to inform a customer of a service charge before sending a tech for this very reasonThis was a billable call

The General Manager for our Electronic Alarms location in RI, *** ***, reached our to Mrs*** to discuss her concernsThey have agreed to meet this weekend to discuss further and to bring this situation to resolution

Revdex.com:
I have reviewed the response submitted
by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I continue to pay for a service that I am not receivingMultiple attempts to get a service tech to my home has been unsuccessful since JulyI entered a contract with Electronic Alarms a division of American Alarms in early January 2016.I have an email dated 1/21/from me to *** *-the sales rep-stating I was already very dissatisfied with customer service.He was very diligent about getting me to sign a contract and take my bank information and since then I had to track him down to get an install date for the alarm system that I spent almost $on.He got back to me in an email stating that *** would get in touch with me for an install date and again I was left hanging.I emailed him AGAIN on 1/stating that *** NEVER got in touch with me.Fast forward a few months and I contacted American Alarms in mid-July to get a service tech to my home to meet with me and my general contractor to go over the scope of work we were having done.I had concerns because we were knocking down walls, and replacing windows and doors.After numerous phone calls and attempts, nobody ever called me back to come to my home and address my concerns.At one point, the sales rep (*** *) and NOT a service tech stopped by my house UNANNOUNCED on a Saturday morning in late July.I was not home and my contractor was not there.We were the two people who needed to speak with someone about the scope of work being done.Instead he spoke with my husband.He told my husband that we didn't need to worry because we had a wireless system.He also told my husband he would be sending me an email which never came.I sent him an email on 8/again stating my concerns about the control panel and he NEVER GOT BACK TO ME!The day came when we had to disconnect the control panel from the wall, so my contractor disconnected the wires-now mind you my contractor and I had been trying to get someone there since July to take care of this.Once the walls were plastered and we tried to put the control panel back on the wall it didn't work.We FINALLY got a service tech over to my house after this and he left me a $bill for the service call.He did not do anything to get my system up and running,he basically charged me $to tell me that my system has "all sorts of problems".I then contacted the sales rep (*** *) and he informed me it would cost me almost $to fix the alarm.I was very upset about this because I do not feel this is my fault or responsibility.I had been reaching out to them since July and if they had just gotten back to me and done their job this NEVER would have happened.I then decided to work with *** to just do what I had to do to get the system up and running.I faxed over a service contract on 9/29/and I still have not even gotten a service date.I text him that morning to let him know I faxed it over.I never heard back so I sent him another text on 10/asking if he got my contract and also when someone would be there to help me.I also stated that I was sick and tired of being charged a monthly fee for a service I hadn't received in months.He got back to me stating that "He can't keep up at the moment.We are slammed.I'll make this a priority to get you an install date in the morning."I responded that "any date/time would work"He said ok.He got back to me the next day and stated he was "still waiting on this, going to be before next Wednesday definitely."Again I reiterated any date/time would work.An entire week went by and I heard nothing.I stated that this was the same exact BS that I went through in January and then again this summer trying to get a service tech to my house and I shouldn't have to stalk/harass a company to provide me service that I'm continuing to pay for-and NOT GETTING!He got back to me and said "we are so friggin busy it's out of control.The timing of this was horrible(really??they are supposed to be protecting my home).I will call you tomorrow(still haven't heard from him)and he will credit me one month of monitoring. I have documented emails and text messages dating back to January that provide information showing that I have repeatedly reached out to this alarm company to help me with service and they are irresponsible and don't ever get back to me.I have receipts,checks,bank statements that show I have paid close to $for an alarm system and $in monthly fees for a system that does not work.I have texts and emails showing my concern over getting a service tech to my house to help me and never getting
*** ***

First I would like to apologize for my delayed response. I just found the notification today caught up in a spam filter. I reviewed the details and we did have a technician respond to a request to fix a faulty sensor on 8/11/2017. The technician on site discovered that the cover of the device had...

been moved and was not sitting properly. The situation was resolved at this time. The sales person who sold some of the equipment for this system (system was already in place we took over monitoring and replaced a few devices) is no longer with the company so I cannot ask what he said or didn't say. However the contract for service from 2015 does not include a Lifetime Service policy which would cover any normal wear and tear of the equipment provided. The only service plan this customer has is for wireless service where we will come out and replace the batteries on the devices and Wellness inspections where we will come out and inspect the system free of charge annually at the request of the customer. Also, in the terms and conditions on the contract Section 4. "Repairs of Clients Equipment" states that the customer is responsible for repair work done on premise. It is always our practice to inform a customer of a service charge before sending a tech for this very reason. This was a billable call.