Sylvan Learning Centers, Inc.

Complaint: ***
I am rejecting this response because:The business has not proposed a reasonable resolutionThe only reasonable resolution I'll accept is their acceptance of and agreement to immediate cancelation of the security monitoring serviceTheir responses so far have been: lies about the conversation between myself and their customer service, a trite reference to an unfortunate auto-correct and the assertion that I should be satisfied by paying merely $for a service I won't be receivingThe tactics being played out here by the business reinforce the lack of integrity and ethics being applied to this situation In 2006, Texas was party to a successful lawsuit against Time, Incwhich found that auto-renewing contracts, particularly in the case where the consumer is not notified prior to renewal, are a deceptive business practiceTime Incwas required to reimburse $million to its customers - including those in TexasFurther, the Finance and Administration Department of Texas Tech University and law consultants for security services recommend only month-to-month renewals to avoid this deceptive business practice The business' last response stated that I was trying to get special privileges when, in reality, all I ask for are reasonable, industry-standard terms.I find it a shame that, now that there are reasonably priced monitoring alternatives available, this business needs to rely on deceptive business practices to stay afloat instead of competing honestly and with integrity.Once again, I request cancelation of my security monitoring, effective November 2015, with no additional fees due
Regards,
*** ***

Here is yet another incident of a customer not
wanting to honor their contract. Here are the facts- there is a valid contract
in force.  The customer even acknowledged
on the phone that the contract exists (see attached copy) and that she was
aware of the renewal clause (all calls are...

recorded so this evidence is
available if necessary).This is a case of a valid contract that should be
enforced based on the fact that the customer made or wants to make unilateral
changes to their phone and / or security service without honoring the contract.
 We expect the contract to be honored.The Revdex.com
should understand the contractual obligations of the customer and expect
customers to honor the terms of that contract.

Mr. [redacted] still does not understand that WE do not control his internet, HE does.  When he makes changes to his internet service, connection to the alarm panel is lost and must be re-routed.  If Mr. [redacted] has an internet service that constantly changes his IP address (called a dynamic IP address) this is NOT our fault.  Static (non changing) IP addresses are available, or Mr. [redacted] can pay for a DDNS service which re-routes any connection to his dynamic address.  Again, this is NOT under the control of Intruder Alert Systems in any way.  To make us pay a technician to constantly change his connection due to dynamic addressing is unrealistic.  If Mr. [redacted] were to Google how to change the app address he would find it quite simple.  We would also be more than happy to tell Mr. [redacted] how he can accomplish this.  Additionally, the only way to control a thermostat is to buy a compatible thermostat.  Just makes sense.  When CPS puts in a remotely accessible thermostat, they change the existing thermostat to their unit.  If Mr. [redacted] had purchased a thermostat, and had proper internet connectivity, he would be able to change his thermostat.  In fact, the thermostat is listed as a separate item on the order form.  I have again attached a copy of the 24 MONTH contract that is properly initialed and signed by BOTH parties (not just Mr. [redacted]), which constitutes a true and correct contract copy.We respectfully request that the Revdex.com understand the terms of the contract, and additionally understand the limitations of Internet service, and dismiss this claim in favor of Intruder Alert Systems.

Complaint: [redacted]
I am rejecting this response because:
First, there is no attempt by the business to resolve this complaint. Second, the business owner lied in his response: I was not aware of the renewal policy until they sent me the copy of the 14 year old contract on November 5th. His purported voicemail will show this. Until they provided a copy of the 14 year old contract, I was only aware of the original 24 month terms as circled in the copy of the contract that I received on November 5th. Any reasonable business owner with even a shred of integrity would honor a cancelation request from a long standing customer who paid every bill on time - every single one of the 168 payments made over 14 years. Obviously, had I been aware of the non-transparent and unreasonable terms, I would have requested the cancelation prior to October 18th. One would think that an ethical business would inform their customers when an automatic renewal had been executed. This business had 7 opportunities to provide that information over the 14 years and chose not to. Clearly, based on the number of complaints shown fior this business with the Revdex.com, they make a practice of deception. I again request that the nudists honor my request for cancelation with no further billing.
Regards,
[redacted]

I am not sure who the "nudists" are in this persons response!!!!Ms. [redacted] was given a copy of the contract at the time of signing.  If she failed to read it that is her fault.  Bottom line - this is a valid and enforceable contract that should be honored.  We have allowed Ms. [redacted] to terminate at the next 12 month renewal time rather than holding her to another 24 months.  I am truly sorry that Ms. [redacted] failed to maintain a copy of the contract that she signed and was given a copy of at that time.  Bottom line - Ms. [redacted] wants to change providers and believes that she is above the law when it comes to contracts.  This is a valid and enforceable contract and Ms. [redacted] should simply honor the terms and change providers when you contract expires, or pay off the contract if she desires to change providers now.  Either way - the ethical solution is to honor the contact and not simply feel that she is above the law and not required to follow the terms of the contract that she signed.  She only has to pay through 10/1/2016 which is only $320.87.  A copy of the contract has already been provided.  Once again, the
Revdex.com should understand the contractual obligations of the customer and expect
customers to honor the terms of that contract.

Mr. [redacted] seems to have a copy of the contract where the page in question has no initials from our company representative, and the initials on the document regarding the change in terms is different from the initials on other pages.  The ONLY copy that we have, which is the original (and is...

attached) shows 24 months.  As mentioned to Mr. [redacted] we ONLY will offer a 12 month contract with an increase in the monthly fee of $10 per month plus tax.  Additionally, Mr. [redacted] is past due on a payment for a service call to his home when he changed internet provider and his system had to be re-programmed accordingly.  Mr. [redacted] thinks that the service call should be free, but the choice to change internet providers was HIS choice, not ours.  We have offered Mr. [redacted] the option of paying what he would have been charged for the 12 month term contract ($10 per month plus tax or $120 for the year plus tax) and he MUST pay his past due amount (now 90 days old), and we will terminate his contract.  This is MORE than fair.  This is simply a case of Mr. [redacted] wanting to not pay his bill, and change the terms of the contract after the fact.  The attached is a valid contract and the Revdex.com should understand that fact and ask that Mr. [redacted] honor his contractual obligations.

Complaint: [redacted]
I am objecting and responding because:I will let you, Revdex.com, be the judge of this by reviewing my copy of the contract, and to offer it for a review if requested. This has been nothing but one misleading and fraudulent action by this company.From the beginning, this salesman, [redacted], sold me on a controller panel that I could access via internet with an app. It's been eight months and I have not been able to access my panel from the internet. Technicians told me I had to set up an private IP address; something I don't understand and it should have been explained at the time of the sale or set up as promised. Today I can only use this app on my home network. Wow what a Rip OffA am attaching my copy of the work order (first page) in which I was lead to believe as a consumer this. It was also mentioned by the sales person I could control my thermostat. Needless to say, when I inquired about this, I was told I needed to buy an additional panel. Of course!I don't have the need to be altering contracts to avoid paying a bill. When I was informed of the charge to make this app work only in my home, I then decided I had enough of this company.
Regards,
[redacted]

I have reviewed all notes regarding this customer (all calls are noted in our system). Here is what I found: We never show that service was suspended or put on hold– we don’t typically do that.We do show that she requested a new system at her apartment.  That install proposal was approved, but...

on the date of the installation she called in to cancel stating that she decided the price was too much.  We could and would have serviced her account in the same manner as before – she opted out due to price.She never gave us written notice (as required by the contract – see attached copy) so the contract was never terminated.There is a signed contract (again, see attached) that obligated her through 9/21/2018.  Our policy is to allow termination and once the original term is completed, we will accelerate to the next 1 year anniversary date – which is what we did here.When attempting to call Ms. [redacted] about her contract she told our office staff that she will call back because she was busy watching the eclipse.  She never did call back.  Additional calls were made on 9/12/2017, 10/24/2017, at which time she was sent to the collections agency.   Contract copy attached.

Here is yet another incident of a customer not wanting to honor their contract.  Here are the facts:  first, the contract is dependent on the CUSTOMER providing acceptable phone service.  Nowhere does the contract state that if the customer decides to change their type of phone...

service that Intruder Alert Systems is responsible for replacing the equipment at not cost.  Second, the home builder paid for the installation of their system.  Third, it is the responsibility of the customer (per the contract) to test the system and make sure it is communicating, not the company.  Fourth, several times each year we put a notice in with the customers statement warning them of phone line changes and that they should test their system if they make such changes.  Even for customers who have auto-pay, we send out email messages with this information on a regular basis.  If the customer fails to heed such warnings it is not our fault.  As an analogy - just as with a leased car, if you decide not to drive it you still owe the monthly fee for the remainder of the term, if you stop using your cell phone, you still owe for the remainder of the contract term.  Our central station costs us a great deal of money to operate, and the [redacted] account was ready and waiting for signals.  How were we to know that they decided to change phone services and failed to follow contractual instructions and test their system regularly?  This is a case of a valid contract that should be enforced based on the fact that the customer made unilateral changes to their phone service without notifying the company.  We expect the contract to be honored.The Revdex.com should understand the contractual obligations of the customer and expect customers to honor the terms of that contract.