The Alarm Group

Complaint: [redacted] I am rejecting this response because: I was never verbally informed of these termsThe contract signed was years old and I was a good customer for many, many yearsGood business practice would be to inform the customer of these penalties and fees and even try to keep my businessI feel it was deceptiveI would suggest on the cancellation form that I signed putting these penaltiesAlso, ”prorated” was your billing managers termHe told me that was why my refund wasn’t correct He told me I was charged the ratesHe couldn’t even explain to me why my refund was the amount it wasI would suggest informing him of the correct reasons for my incorrect refund I also realize now why I could never receive an email response from this companyThey don’t want anything in writing At this point, I will suggest to everyone I know to never use The Alarm Group for any type of security or home monitoring Bad business morals Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @thealarmgroup.com We have received the notice from client on the disconnectUnder the agreement with us she was in her renewal term and that term expires September 17thThe account has been cancelled but the client is not due a refund as she was still in the term until the 17th of this monthIf you have any questions please feel free to call me at XXX-XXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The period paid is from Sep 17, to Sep 16, and I sold my house on June 30, I had paid for a year in advance and was not going to renew due to the sale of my homeI was not in the renewal periodI have always paid for my yearly service in SeptemberThe Alarm Group told me via phone and email that I was due a refund and their accounting department would contact meThey have not I want my refund Final Business Response / [redacted] (4000, 9, 2015/09/17) */ Please forward the email they sent saying you had a refund coming to [redacted] @thealarmgroup.com and I will definitely check into itThank you

Ms [redacted] began a year agreement for services in May of and is current through August of 2017; the agreement is for services through April of The Alarm Group has provided and continues to provide monitoring services under the agreementIn addition, The Alarm Group provides an extended protection to Ms*** After the initial installation of equipment and connection of services in May of 2015, Ms [redacted] has placed two separate requests for maintenance The first request for maintenance, occurred August 16, at 1:43pmStated issue was trouble signal for carbon monoxide sensor The technical scheduler arranged for Ms [redacted] to meet a technician on August 17, The technician cleared the trouble condition, verified the correct resistance and power for each sensor, and reviewed operation with Ms*** The maintenance call was completed at 10:21am on the 17th of August, 2016.The second request for maintenance "sensor trouble zone 1", was made March 3, at 2:44pm; the technical scheduler arranged for Ms [redacted] to meet a technician on March 10, The technician replaced the device, which cleared the trouble condition, and completed the system check by 12:40pm on the 10th of March, Additional notes for this maintenance request: Ms [redacted] spoke to an on call technician for assistance to reset the system on March 3, at 8:19pm and on March 5, at 2:27pm.Per the terms of the agreement, Ms [redacted] was not billed any additional amounts for the performed maintenance or the equipment which was replaced.The Alarm Group continues to meet all obligations to Ms***This obligation includes hour a day monitoring at our UL listed central station, hour a day on call technical service and extended protection with a $copay The Alarm Group expects our client to fulfill their obligation under the agreement

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@thealarmgroup.com
We have email correspondence between the client and TAG, from last OctoberClient agreed to pay out agreement that she signed and we
agreed when she moved into a permanent home we would credit her the months she paid without serviceShe agreed to this a year ago last October*** has stopped billing as client states she would cancel her bank draftShe will still owe the remainder of her original agreementIt is the Big Bold lettering on the 1st page of agreement how long you are signing for and how to cancelWe are in the process of getting files and notes and emails for this client and I will be glad to post these if neededWe want to work with this client in what she agreed toPlease let me know other notes you need for this account
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the person that lied to me and said that I could cancel with no fees to answer to thisThey do not have any emails from me and the only reason I agreed to pay a year was because they harassed me and told me they would take me to court! This business is unethical to say the leastI specifically did not want to sign the contract but their agent told me the contract length would be easy to break!
Final Business Response /* (4000, 9, 2015/11/03) */
Our agent has been in the security business for 30+ years and he would tell no one signing a year agreement they could cancel anytimeWe offer to transfer service or if the new people moving into house that sold take over monitoring we would be glad to cancelAlso *** said she told you any money over the time you did not live in the monitored home we would credit back to you when you move, to go towards monitoring at a different locationUnder our agreement we are not obligated to even offer this but *** was trying to work something out with youWe are a very busy security office and have no time to harass anyoneWe try to work it out with the client and if client refuses then it is sent to collectionsSorry we couldn't work it out

Complaint: ***
I am rejecting this response because: I have emailed a written cancellation of my service to Maurice Rogan, customer service manager, on September 7th, The alarm group has not provided adequate service or customer support to my householdI should not be receiving service or another bill from this company.In response to the technical support we received, the issues were never resolved and we continually had to call to schedule support, in addition to me having to call several times and insist that we should not be responsible for additional payments linked to defective equipmentThey had every intention of charging me until I contacted them, it did not proceed as they stated, with it being included.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was never verbally informed of these termsThe contract signed was years old and I was a good customer for many, many yearsGood business practice would be to inform the customer of these penalties and fees and even try to keep my businessI feel it was deceptiveI would suggest on the cancellation form that I signed putting these penaltiesAlso, ”prorated” was your billing managers termHe told me that was why my refund wasn’t correct He told me I was charged the ratesHe couldn’t even explain to me why my refund was the amount it wasI would suggest informing him of the correct reasons for my incorrect refund I also realize now why I could never receive an email response from this companyThey don’t want anything in writing At this point, I will suggest to everyone I know to never use The Alarm Group for any type of security or home monitoring Bad business morals
Sincerely,
*** ***

Customers contract automatically renewed in October 2017 for a 1 year term (as stated on the face of the contract) so that left her under contract until October 2018. She paid her invoice for monitoring service from November 2017 thru November 2018 in the amount of $240.00 which is broken out to...

$20.00 per month. We received the signed cancellation in February 2018 and we require a 30 day notice which that would cancel in March 2018. Customer would be responsible for 5 months of monitoring plus the early cancellation fee of $75.00 (as stated on the face of the contract). That leaves a $20.00 difference which I am not sure where the difference is. The monthly monitoring was not "prorated" to 2018 rates, those are locked in for the one year term when billed. Customer may request a copy of their signed contract from our office during business hours Monday-Friday 8:30am to 4:00pm

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@thealarmgroup.com
We have received the notice from client on the disconnect. Under the agreement with us she was in her renewal term and that term expires...

September 17th. The account has been cancelled but the client is not due a refund as she was still in the term until the 17th of this month. If you have any questions please feel free to call me at XXX-XXXX. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The period paid is from Sep 17, 2014 to Sep 16, 2015 and I sold my house on June 30, 2015. I had paid for a year in advance and was not going to renew due to the sale of my home. I was not in the renewal period. I have always paid for my yearly service in September. The Alarm Group told me via phone and email that I was due a refund and their accounting department would contact me. They have not.
I want my refund.
Final Business Response /* (4000, 9, 2015/09/17) */
Please forward the email they sent saying you had a refund coming to [redacted]@thealarmgroup.com and I will definitely check into it. Thank you

Initial Business Response /* (1000, 5, 2015/10/05) */
We do recommend getting a battery if the system is showing a low battery. But after the [redacted] came by and purchased the battery we do not offer a refund when the battery was never returned. We have yet to receive a cancel letter from client...

which we need with signatures to process cancel. The client has stated she has went with another company but is still under her agreement with The Alarm Group. At this point no refund will be given until her agreement is fulfilled.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I told them, we did drop a letter off when I finally got in touch with [redacted]. I have faxed a copy of the letter to them. [redacted] and everyone else I spoke with acknowledged that we had canceled, then this billing lady says we did not. I feel like I am getting the run around from them. They knew we canceled when we did, I made a big deal about everything that happened.
Final Business Response /* (4000, 12, 2015/10/22) */
[redacted]Document Attached[redacted]
We have attached all the information on this account. The letter with signatures was faxed on October 5th, 2015. The account is in Mr. [redacted] name only, [redacted] is not authorized to cancel. If you notice on the original agreement and service ticket the signatures do not match the cancel letter at all. We have started processing disconnect but technically they are under the agreement until May. The bold print on attached agreement clearly states this. I feel as though [redacted] went with another company without realizing she was still under an agreement with The Alarm Group. At this time we do not feel Like we owe the client a refund. Under our agreement 80% of the remaining on the agreement could be billed to client. The Alarm Group has chosen to process disconnect now and not charge the remainder 80%. We are a security company and require a letter of disconnect with signatures. Please review attached documents and compare the clients signatures. Thank you

Ms. [redacted] began a 3 year agreement for services in May of 2015 and is current through August of 2017; the agreement is for services through April of 2018.   The Alarm Group has provided and continues to provide monitoring services under the agreement. In addition, The Alarm Group provides...

an extended protection to Ms. [redacted].  After the initial installation of equipment and connection of services in May of 2015, Ms. [redacted] has placed two separate requests for maintenance.  The first request for maintenance, occurred August 16, 2016 at 1:43pm. Stated issue was trouble signal for carbon monoxide sensor.  The technical scheduler arranged for Ms. [redacted] to meet a technician on August 17, 2016.  The technician cleared the trouble condition, verified the correct resistance and power for each sensor, and reviewed operation with Ms. [redacted].  The maintenance call was completed at 10:21am on the 17th of August, 2016.The second request for maintenance "sensor trouble zone 1", was made March 3, 2017 at 2:44pm; the technical scheduler arranged for Ms. [redacted] to meet a technician on March 10, 2017. The technician replaced the device, which cleared the trouble condition, and completed the system check by 12:40pm on the 10th of March, 2017.  Additional notes for this maintenance request: Ms. [redacted] spoke to an on call technician for assistance to reset the system on March 3, 2017 at 8:19pm and on March 5, 2017 at 2:27pm.Per the terms of the agreement, Ms. [redacted] was not billed any additional amounts for the performed maintenance or the equipment which was replaced.The Alarm Group continues to meet all obligations to Ms. [redacted]. This obligation includes 24 hour a day monitoring at our UL listed central station, 24 hour a day on call technical service and extended protection with a $0 copay.  The Alarm Group expects our client to fulfill their obligation under the agreement.