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Total Security, Inc.

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Total Security, Inc. Reviews (1)

Review: Shortly after contracting with Total Security, for a home security system through [redacted], we had several problems with our service, the alarm monitor would go off in the middle of the night and during the day, scaring my young child and wife. Several times we contacted [redacted] (Due to Total Security only being the installer and [redacted] taking over after 30 Days). On one occasion the alarm went off for several hours with no response, due to the signal not being received at their dispatchers station. When a technician came out and checked our system he stated that we only had a 2G system and with the newer 4G towers they were having issues with them. On my last call to [redacted] I stated that if the problem could not be resolved then I would cancel ([redacted] records their calls) Around May 08, the alarm went off again saying that it could not find a signal. I called [redacted] and cancelled due to [redacted] not replacing the monitor or fixing the problem. I was informed I would be responsible for the remainder of the bill. I contacted "[redacted]" with Total Security. He informed me not to worry about the charge and pulled up in the computer and stated that he was not being charged by [redacted], and even if they did he would not go after me because he has never gone after anyone, especially with all the problems I had with his system. He went on to say that it would be to expensive for [redacted] to replace all the old monitors, thus fixing the problem, and that it was the government that mandated the 4G system and that as a small business it hurt him. On September 21,2013 I received a bill for the remainder of the contract. When I contacted [redacted] he stated that I had a option to sign another 3 year contract with him or pay him, as he could not continue to be stuck with customers dumping his products, as he was a "small" business owner. I informed him that as a small business it would be wise to carry a solid product and he would not have problems loosing customers. I stated that as our original agreement I would not pay his "Fee".Desired Settlement: For [redacted] to honor his word about not charging me for his defective equipment.

Business

Response:

To Whom It May Concern:

After being in business for 12+ years, this is our 1st

Revdex.com complaint.

[redacted] signed a legally binding three year

contract for security system installation and monitoring on 3/12/2012. Total Security was responsible for servicing

any issues that they may have with their security system for 90 day after the

date of installation (6/12/2012) not 30 days as the customer has stated in

their complaint.

The customer, not once contacted Total Security regarding

issues with their security system.

The first contact from the customer regarding their system

was in May 2013 and he stated that they would be moving out of the home where

the security system is at [redacted]. I advised [redacted] that he signed a 3 year

contract and that if he cancels his service, [redacted] would take approximately $1200

out of Total Security’s bank account and as the contract states he would be

responsible for 75% of the charges to be paid by him during the remaining

initial 3 year term of this contract.

This phone call is when [redacted] brought up the issues that he had with the

security system.

Apparently, [redacted] contacted [redacted] regarding issues with his

security system and they went to his house for service. Per a conversation with [redacted], they went to

their home on Dalke in April 2013. The

technician was able to reset the radio communication device and the signals

were confirmed to be received at the [redacted] monitoring center. There was a customer service ticket set up

for May, 2013 but [redacted] refused to let [redacted] come out and told [redacted] that

they had gone with another security company.

As you can see by the attached documents, their house on Dalke was sold

in May, 2013 hence the real reason that they wanted to cancel their contract. What [redacted] did or didn’t do for the [redacted]’s was out of

our hands since they NEVER called us. The

equipment that was installed at the [redacted]’s

home was all brand new and approved by [redacted] at that time and of the highest

quality. I believe the issue that they

were having was because of all of the cell towers being updated to 4G. Had the [redacted]’s

picked up the phone and called Total Security the first time they had an issue,

we would have made sure that they were taken care of as we do have contact with

Loren, the local [redacted] service manager.

[redacted] did contact me ([redacted]) in May 2013 and told me that he

was cancelling his service due to the fact that they are moving. I did inform [redacted] that I would get a

chargeback for his cancellation since he signed a three year contract and he

was only 1 year and 2 months into the contract.

We discussed the fact that [redacted] would have another system installed in

his new home. I told him if he did that

it would offset the chargeback amount of $1200 to Total Security and that we

would not charge him the 75% balance as long as he had a new system installed at his new home at [redacted]. [redacted] agreed that he would have a system

installed at this new home in 3 different phone conversations.

[redacted] informed [redacted] in one or more of those conversations

that they were waiting for new vinyl windows to be installed before they had

the security system installed.

After those conversations and approximately 4 months went

by, I decided to stop by the new home, in which [redacted] gave me the address to,

to check on progress and to see when they would be ready for their

install. To my surprise, the house had

all new vinyl windows. I called the home

number before knocking on the door and [redacted]’s wife [redacted] answered the

phone and told me they were not ready for a security system yet because they

were waiting for their vinyl windows to be installed.

I’m not sure why she were lying to me because I could

clearly see that there were new vinyl windows installed in their home.

As [redacted]’s complaint states, “when I contacted [redacted] he

stated that I had a option to sign another 3 year contract with him or pay

him”.

As the contract that [redacted] signed clearly states on the back

of page 3, #2. “Your Early Termination of This Contract”, YOU AGREE THAT THE

CHARGES DUE UNDER THIS CONTRACT ARE BASED ON YOUR AGREEMENT TO RECEIVE AND TO

PAY FOR THE SERVICES FOR THREE (3) FULL YEARS.

ACCORDINGLY, YOU AGREE THAT: IF YOU TERMINATE THIS CONTRACT DURING IT’S

INITIAL TERM, YOU WILL PAY US AN AMOUNT EQUAL TO 75% OF THE CHARGES TO BE PAID

BY YOU DURING THE REMAINING INITIAL THREE (3) YEAR TERM OF THIS CONTRACT. NO CONTRACT TERMINATION CHARGES ARE DUE IF

YOU TERMINATE DURING THE THIRTY (30) DAY RENEWAL PERIOD(S). IF THIS IS A “COMMERCIAL” CONTRACT….

Total Security has a reputation of “taking care of their

customers”. This is the first complaint

that we have had against us in 12 years of business. If [redacted] and [redacted] want us to trust their

word that they will have another security system installed in their new home,

then this would be resolved.

I find it offensive that in trying to do the right thing and

hold the customer accountable to a contract that they agreed to and signed,

that they are actually trying to make us out to be a bad company. The fact is that Total Security had to pay

approximately $1200 for their early cancellation, and now it is their

responsibility to honor their contract and pay 75% of the remaining monitoring

charges which is $692.83.

Also attached is a copy of the wording in their contract

stating that they are responsible for three years and the first page of their

contract with [redacted]’s signature.

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.

[redacted]'s response was full of lies, one good point to look at is the fact that [redacted] cancelled his services with [redacted] weeks after my issues, and went with another company as he stated he would, due to issues, that customers had. I had issues with [redacted] for several months,and those calls were recorded. [redacted] knew when he installed the system that we would be moving and had no problem with the move, the fact that I moved has nothing to do with the issues we had. Total security is a subcontractor, I cut out the middle man and dealt directly with [redacted] who was the company that provided technical support.

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Description: Burglar Alarm Systems - Dealers, Monitoring & Service, Security Control Equipment & System Monitors, Security Systems Consultants, Consultants - Security, Fire & Smoke Alarm Systems

Address: 1508 Miner St, Des Plaines, Illinois, United States, 60016-4603

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Web:

www.spysource.net

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Shady, yet now dead: once upon a time this website was reported to be associated with Total Security, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



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