The Alarm Guys, Inc.

Resigning a new agreement with customer and upgrading them to cell service

Complaint: ***I am rejecting this response because: they stated in writing (emails I attached in previous rejection) I would get my refund due to the Cancellation of my account? I followed up several times and none of this information they are telling now was told to meI was told once on the phone I would be getting my refund and then from that point on when I called to follow up they either passed the phone to different girls in the office, played dumb on the phone with me about the situation, hung up on me, told me a manager would follow up, or forwarded me to some automation system to end the call? They also out of spite of this complaint started charging my account for a service I no longer have nor have access to again without authorization when my services were cancelledI will not accept anything except the refund of my money that doesn't belong to the alarm brothers company.? Sincerely,*** ***

Complaint: ***I am rejecting this response because: my service was cancelled through diana in salesPhone * ***
she worked with *** *** to start his service and end mineI have emails showing that this was done when speaking with the other *** *** in billing and accountingMy funds need to be returned to me.? Sincerely,*** ***
Hi, The company "the alarm guys" has now charged my account again after months of no service and after this complaint was filedWe no longer live in the area and have moved to another state due to a relocationI spoke with my real estate agent and the new homeowners have indeed taken over the alarm system with the companyThank you, *** ***

They have not signed the agreement and are not paying the bill. We have made attempts to reach out to them to move forward with transferring the account but they are unresponsive. The account transfer process has not been completed at this time.

We will stop the billing and refund you two months of service at $45.99.  [redacted] has not taken over the contract.  He viewed the contract on May 10th but did not sign it and hasn't paid for two months of the monitoring since you sold the house.  Technically the transfer of contract hasn't taken place because Steve has not completed the contract transfer and paid for the service, but being a good business we will refund your payments and you will not have to be responsible for the contract any longer.

[redacted] has not signed the new contract and he is not paying the bill. Therefore he has not taken over the contract from you. If [redacted] does not take over the contract we can setup a system at your new location or attempt to have someone else take it over. Please let us know how you would...

like to proceed.

Complaint: [redacted]I am rejecting this response because: Go ahead and close this complaint with the note that the customer is not satisfied.  They have stopped taking the money out of my checking account and have refunded me twice the three months they owed me.  I returned the second check which was for all 3 months as I had already been refunded that money.  I have talked to them and they have told me they have not received the second check back yet.  Out of the three items on the complaint the only one the company has not done is contact me regarding the NEW contract they pressured us into signing.  But I don't believe we will be hearing from him.  I plan on contacting the actual company doing the monitoring to see what can be done.  Thank you for your help.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/28) */
AFter speaking with the daughter of the customer we came to a resolution and We are handling this to the clients request and satisfaction.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept...

the response from the business.)
Per phone conversation with The Alarm Guys they will refund my money and pick up their equipment. We asked for ck first then they could have equipment. we asked for disaplinary action and they said that the guys that came out were independent contractors. so they couldnt do anything. That is not satisfactory. These guys committed FRAUD and they represent The Alarm Company. They sent a guy out to pick up equipment but didnt have ck so we told the guy he would have to make an appt. and bring us ck We have not heard back. It has been about 5 days. I am still furious about this. and also extremely upset that they stole my bank information and were able to take money out of my account much less coming into my home posing as MY alarm people and changing the system to a different monetoring company. I believe compensation is due me. I am a disabled senior and feel we were targeted. This needs to stop. The only other people that had my info was Skyline Security in Downey so they need to have their information protected so these so called contractors can no have access. Something needs to be done so this stops and no others have to deal with this. My anxiety level is through the roof. Please help.

Do you have another Address besides [redacted]. ? Attached is a screen shot of the invoices we have for this address and there are no duplicates. Perhaps there is another alarm company billing you?

The Alarm Guys split from Central Security Group and continue to monitor and service accounts retained by The Alarm Guys. When the separation occurred Central Security Group reassigned all contracts retained by The Alarm Guys back to The Alarm Guys. Therefore, the contract is still valid. If the...

customer would like to terminate the agreement they would need to pay off the remaining balance of the contract. Please see the attached form fill out with payment and return to us to close out the account.
thanks,
 
-The Alarm Guys

Initial Business Response /* (1000, 5, 2015/10/21) */
Customer was in collections due to non payment. attempts were made in February 2015 to bring the account current. The customer's bank payments were not being processed on the bank's side with an error message generally meaning the payments were...

on stop pay. During the phone call with the customer we repeatedly tried to the explain this but she was not cooperating and said she would report us to the Revdex.com hung up on us also there were many attempts to get a resolution with her on the phone to no avail. My collections department manager and I removed her from collections immediately after the phone call at 12:10p.m on 10/19/2015 prior to her making the report and the agency responded at 12:36pm stating it was cancelled and closed. Her service is no longer active and was not active at the time of the call. So contrary to the complaint we were absolutely listening and interested in a resolution - which we expedited and completed. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unsure of the resolution and the statements in the response are false.
1. I was NEVER contacted by Alarm Guys by phone or mail. Please provide a copy of the invoices and recorded calls I was told were available.
2. I couldn't have been past due in February since that was when my 1st bill was due. (My account was open in December)
3. I never hung up on anyone. I was treated unprofessionally from the time I initiated the conversation. Not once did anyone confirm my bank account or routing number. Instead I was accused of putting a "block" on my account. I spoke worth my bank who confirmed there's no block and an error occurs when information is entered incorrectly.
4. My alarm remained active, I was never billed or contacted, so I never knew my bill was not being paid by direct debit per contact agreement.
I can not afford to pay 9 months in full due to their error so I need to know if collections will persist and how we will resolve this.
Final Business Response /* (4000, 9, 2015/10/27) */
As stated in my previous response the account was taken out of collections on the day of the phone calls to our office. The account would only be reinstated if the consumer wishes to continue service and develop a repayment plan. In the event the consumer wishes not to reinstate the payment or or the service we are considering this matter closed and do not wish to pursue any further action with the consumer.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I am responding to the email you sent regarding [redacted].  I was unable to access the complaint on line but I wanted to let you know we reviewed the account and we were in error.  We had refunded the customer and if there is any additional money owed that was taken out prior to us...

rectifying the account, we will reimburse the customer for that as well.
 Thank you

Complaint: [redacted]I am rejecting this response because: there is no other address but I do not want this closed because I have been told 3 times that the payment was stopped but continue to be taken out of the checking account. Along with the CSG/GuardianAlarm which is the company that alarm guys contracts with. I also have not received a phone call or anything in writing regarding the contract being cancelled.Sincerely,[redacted]

The consumer still has 35 months remaining on their contract, attached is a copy of the contract and the payoff amount required to terminate the agreement.
thanks,
 
-The Alarm Guys

Initial Business Response /* (1000, 5, 2015/05/19) */
We have already been in touch with this customer and are working expeditiously to resolve this issue. We will be refunding him and adjusting the cost as requested.

Complaint: [redacted]I am rejecting this response because: they stated in writing (emails I attached in previous rejection) I would get my refund due to the Cancellation of my account.  I followed up several times and none of this information they are telling now was told to me. I was told once on the phone I would be getting my refund and then from that point on when I called to follow up they either passed the phone to 3 different girls in the office, played dumb on the phone with me about the situation, hung up on me, told me a manager would follow up, or forwarded me to some automation system to end the call.   They also out of spite of this complaint started charging my account for a service I no longer have nor have access to again without authorization when my services were cancelled. I will not accept anything except the refund of my money that doesn't belong to the alarm brothers company. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/07) */
The agreement states that we have to obtain an Equifax score in order to put in a system at no upfront cost. However, because the agreement was cancelled a request to Equifax has been submitted to remove the score request.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign aggrement either at the first time... They ran my credit witout my agreement.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/04/09) */
Disciplinary action is being taken against the sales agent. A request to Equifax has already been submitted to remove the inquiry.