THAD II

Review: We purchased a home security system through THAD, LLC over 3 years ago. We paid for the following: installation of system and ownership of the system, we paid for a 3 year contract for 24/7 monitoring services too. Since our contract ended this pass October of 2014 we have decided to go with a new monitoring service that we work with in conjunction with the Honeywell Security System they installed. When our new monitoring service came out to merge their 24/7 monitoring to our system it would not work. We gave the new company all of our codes and instructions for the system. We were told by the new installer that we need a "Master Code" to unlock our system by the installer. We contacted THAD for our master code (since we never receive this previously) Wes the owner said we would have to pay him $150 to get our system's code. I researched this and the master code is to be the property of the security system owner not the installer. Thus THAD is holding ownership of our property and not releasing it to us. I have also requested a company of my contract with them and they refuse to send me any documentation on my account. THAD is also claiming they gave us contract which we never received. The only paperwork we received was a proposal with an estimation of cost and there was nothing indicated about having to pay an additional $150 to have our code released. Thank you.Desired Settlement: 1. I want my Master Code delivered or we will need to take them to court.

2. I also think this is an ethical business practice to hold security owners hostage with their company by making them pay an "extra $150 fee" to get the security systems code, especially since its not their properly after the purchase is complete. This code needs to be given to all homeowners on the date of their systems installation going forward.

3. Provide all new customers contracts and documents when a service is purchased. Currently they are with holding this from us as well.

Business

Response:

It is unfortunate that the [redacted]'s feel this way. I have tried several times to get them to understand what property belongs to them and that other information would compromise the security of all our customers. Their research into the matter is short sighted at best, and they did not pay fair any intellectual property, so this code is not for the general public. I have informed them both to this fact and the fee is for reprogramming their system so the other company can do the same thing. However the other company can still program by hand their panel which they have decided not to do. The threat of legal action based on what they think they bought and what they did purchase are two different things. I am still willing to provide this service at the fee stated. They admit to having the proposal which states what they bought. They have fulfilled their monitoring obligation with us and free to persue another contractor. I have only met a few people like the [redacted]'s in my entire career and am happy to say that we retain all our high quality clients and they appreciate the work we have done for them. So in summary I would ask the Revdex.com to strike this obvious attempt at putting a black mark on our stellar service record. If the [redacted]'s would like this work done we are still willing to accommodate their wishes. Sincerely THAD LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is in reference to complaint ID [redacted] that closed on 4/17/15. Unfortunately, I missed the 10 day response cut off due to verifying concerns with our new vendor and other sources and for that I apologize by holding up the resolution process. I am requesting the case be reopened or a new complaint started. We continue to be unsatisfied with T.H.A.D's contradictory response to our complaint. By this I a referring to indicating that our installer security code is something that we can't have access to, but willing to provide it if we pay a fee of $150 or a negotiated fee of $100 that was NOT disclosed to us or put in a contract at all. We continue to feel this is illegal and an unethical practice. This matter has not been addressed by T.H.A.D. during the course of the complaints and responses. We have again discussed the above with our new vendor who have indicated they have never heard of the installer security code being withheld from the consumer that paid for it. This is our last attempt to resolve the matter with T.H.A.D. through the Revdex.com before going to Small Claims Court to reclaim what is rightfully ours. We are truly hoping to avoid this step and that we're able to resolve this matter peacefully. Please advise. Thank you.