Have had service contract for years with this company, have given multiple chances to see if their service work would improveservice work done incompletely, did not perform all checks as listed on their tuchecklist, but marked them as if they did
Thomas & Galbraith is a company built on trust and customer serviceWe are deeply disheartened to hear this and profusely apologizeWe thank you for this feedback and will use this for future trainingI have requested the $refund from our accounting departmentThe will mail a check to
you, this should arrive in the next 7-business daysWe hoope to have the opportunity to once again earn your trust
*** ***
Customer Assurance Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I have succeeded in getting the account closed, I feel the letter from MsD*** is exceedingly self-serving to her employer and omits key factsI didn't have a fax nor did I have access to a scannerI believe I used the word "Beg" as in I beg you to give me your mailling addressShould a consumer need to go to such lengths? Especially when the subject matter involves the death of a loved one? Secondly, MsD*** and her employer had access to my mailing address; the statement that I did not provide contact information is fale. Furthermore, they clearly have since it is a requirement of a contract. Also, from the time my letter was delivered (4/13) to the date I called (5/4) was the time period suggested to me to follow up on the mailI do not feel that the business has no obligation to ope its mail; falling back on the fact that I did not address it to the Escalations Deptis unacceptableMsD*** goes on to state that I also did not address letter to Loyalty DeptWhat's it going to be, ADT? Get your story STRAIGHTIn either case, I had not heard of thesedepartment before. What business does not open its mail? They open the envelopes with checks in themThis is classic ADT/Protect Your Home deceptionGood riddance[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Invoiced me for $of work that was not performedTrying to resolve issue resulted in no calls back, no paperwork or invoices of work performed, and just all around bad service
Have had service contract for 2 years with this company, have given multiple chances to see if their service work would improve. service work done incompletely, did not perform all checks as listed on their tune-up checklist, but marked them as if they did.
[redacted] is a company built on trust and customer service. We sincerely apologize for the lack of communication. We have researched these calls and coached to the errors. As discussed with the installation manager, we have requested a $100 check to be sent to you and have given you a 5...
year maintenance agreement. We will complete a heating and cooling tune-up each year on your system for the next 5 years, free of charge. A copy of the agreement is being sent to you via USPS. We are honored to continue to earn your trust.
May 20, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240...
Re: [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear Ms. [redacted] This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT. Ms. [redacted] contacted Protect Your Home on April 8, 2015 explainingto the customer service agent that she would need to cancel because she wasselling the home. The customer service agent informed Ms. [redacted] that she wouldneed to either pay the termination cost or she could relocated the service tothe new address. Ms. [redacted] then stated that the account holder had passedaway. The customer service agent told Ms.[redacted] that she would need to fax in the death certificate to us so we cancancel out the account. Ms. [redacted] stated that she did not have access to afax machine and asked if she could mail in the death certificate. Therepresentatives informed Ms. [redacted] that mailing the information wouldprolong the cancelation process but she could mail it in. The representativealso offered to provide Ms. [redacted] with an email address to send the deathcertificate to in order for the process to go more quickly; in which Ms.[redacted] got upset and declined again requesting that the representativeprovide her the address. The customer service agent did provide Ms. [redacted]the address to send the information to told Ms. [redacted] to make the letter out“To the attention of Loyalty Department”. Ms. [redacted] did not provide contact information for our escalation teamto follow up on.Ms. [redacted] contacted our escalation specialist on May 4,2015, she left a voicemail stating that she will not be sending in the deathcertificate again because she had already shipped the document certified mailto Protect Your Home in April. Ms. [redacted] called the escalation representativeback four minutes later leaving another voicemail providing contact informationfor the first time. During the second voicemail Ms. [redacted] stated if she wasnot contacted in 24 hours she would file an Attorney General complaint statingthat we were refusing to look for the death certificate that she had mailed in.Six minutes after later Ms. [redacted] called and left a third voicemail statingthat she had furthered her complaint with the Revdex.com. The escalations representative contacted Ms. [redacted] on May4, 2015 after receiving the three voicemails and explained to Ms. [redacted] thatprior to the second voicemail, no contact information bad been provided toreach her back. The representative explained to Ms. [redacted] that we wereunable to reach her to inquire about the delivery of the death certificate hadbeen sent Certified mail. The escalations representative informed Ms. [redacted]that she would try to locate the letter immediately and contact her thefollowing day.The escalations representative was able to locate the letterMs. [redacted] had sent. Unfortunately, theletter was not addressed to theattention of our escalations department anddelivery was delayed. Ms. [redacted]’smothers account was cancelled on May 5, 2015 and she was released of anyfinancial obligation. Ms. [redacted] was contacted on May 5, 2015 by the escalationsrepresentative and informed the letter was found and that she had not addressedit to “Loyalty Department” and unfortunately, caused delay in arriving to the correctdepartment. We apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely, Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]
Have had service contract for years with this company, have given multiple chances to see if their service work would improveservice work done incompletely, did not perform all checks as listed on their tuchecklist, but marked them as if they did
Thomas & Galbraith is a company built on trust and customer serviceWe are deeply disheartened to hear this and profusely apologizeWe thank you for this feedback and will use this for future trainingI have requested the $refund from our accounting departmentThe will mail a check to
you, this should arrive in the next 7-business daysWe hoope to have the opportunity to once again earn your trust
*** ***
Customer Assurance Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I have succeeded in getting the account closed, I feel the letter from MsD*** is exceedingly self-serving to her employer and omits key factsI didn't have a fax nor did I have access to a scannerI believe I used the word "Beg" as in I beg you to give me your mailling addressShould a consumer need to go to such lengths? Especially when the subject matter involves the death of a loved one? Secondly, MsD*** and her employer had access to my mailing address; the statement that I did not provide contact information is fale. Furthermore, they clearly have since it is a requirement of a contract. Also, from the time my letter was delivered (4/13) to the date I called (5/4) was the time period suggested to me to follow up on the mailI do not feel that the business has no obligation to ope its mail; falling back on the fact that I did not address it to the Escalations Deptis unacceptableMsD*** goes on to state that I also did not address letter to Loyalty DeptWhat's it going to be, ADT? Get your story STRAIGHTIn either case, I had not heard of thesedepartment before. What business does not open its mail? They open the envelopes with checks in themThis is classic ADT/Protect Your Home deceptionGood riddance[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Invoiced me for $of work that was not performedTrying to resolve issue resulted in no calls back, no paperwork or invoices of work performed, and just all around bad service
Have had service contract for 2 years with this company, have given multiple chances to see if their service work would improve. service work done incompletely, did not perform all checks as listed on their tune-up checklist, but marked them as if they did.
[redacted] is a company built on trust and customer service. We sincerely apologize for the lack of communication. We have researched these calls and coached to the errors. As discussed with the installation manager, we have requested a $100 check to be sent to you and have given you a 5...
year maintenance agreement. We will complete a heating and cooling tune-up each year on your system for the next 5 years, free of charge. A copy of the agreement is being sent to you via USPS. We are honored to continue to earn your trust.
May 20, 2015 Revdex.com of Central Indiana 151 N. Delaware St. #2020Indianapolis, IN 46204-2599 Defender Security Company DBA Protect Your Home 3750 Priority Way South Drive, Ste 200 Indianapolis, IN 46240...
Re: [redacted]Complaint No. [redacted]Acct. No. [redacted] Dear Ms. [redacted] This letter is in response to the complaint # [redacted] by [redacted]. By way of background, Defender Security Company DBAProtect Your Home is an Indiana corporation that specializes in sellingresidential alarm systems. We have been an ADT authorized dealer since 1998that sells and installs ADT monitored security systems. Once the securitysystem is installed, the contract is then purchased, billed, serviced andmaintained by ADT. Ms. [redacted] contacted Protect Your Home on April 8, 2015 explainingto the customer service agent that she would need to cancel because she wasselling the home. The customer service agent informed Ms. [redacted] that she wouldneed to either pay the termination cost or she could relocated the service tothe new address. Ms. [redacted] then stated that the account holder had passedaway. The customer service agent told Ms.[redacted] that she would need to fax in the death certificate to us so we cancancel out the account. Ms. [redacted] stated that she did not have access to afax machine and asked if she could mail in the death certificate. Therepresentatives informed Ms. [redacted] that mailing the information wouldprolong the cancelation process but she could mail it in. The representativealso offered to provide Ms. [redacted] with an email address to send the deathcertificate to in order for the process to go more quickly; in which Ms.[redacted] got upset and declined again requesting that the representativeprovide her the address. The customer service agent did provide Ms. [redacted]the address to send the information to told Ms. [redacted] to make the letter out“To the attention of Loyalty Department”. Ms. [redacted] did not provide contact information for our escalation teamto follow up on.Ms. [redacted] contacted our escalation specialist on May 4,2015, she left a voicemail stating that she will not be sending in the deathcertificate again because she had already shipped the document certified mailto Protect Your Home in April. Ms. [redacted] called the escalation representativeback four minutes later leaving another voicemail providing contact informationfor the first time. During the second voicemail Ms. [redacted] stated if she wasnot contacted in 24 hours she would file an Attorney General complaint statingthat we were refusing to look for the death certificate that she had mailed in.Six minutes after later Ms. [redacted] called and left a third voicemail statingthat she had furthered her complaint with the Revdex.com. The escalations representative contacted Ms. [redacted] on May4, 2015 after receiving the three voicemails and explained to Ms. [redacted] thatprior to the second voicemail, no contact information bad been provided toreach her back. The representative explained to Ms. [redacted] that we wereunable to reach her to inquire about the delivery of the death certificate hadbeen sent Certified mail. The escalations representative informed Ms. [redacted]that she would try to locate the letter immediately and contact her thefollowing day.The escalations representative was able to locate the letterMs. [redacted] had sent. Unfortunately, theletter was not addressed to theattention of our escalations department anddelivery was delayed. Ms. [redacted]’smothers account was cancelled on May 5, 2015 and she was released of anyfinancial obligation. Ms. [redacted] was contacted on May 5, 2015 by the escalationsrepresentative and informed the letter was found and that she had not addressedit to “Loyalty Department” and unfortunately, caused delay in arriving to the correctdepartment. We apologize for anyinconvenience or frustration that the customer may have experienced and weappreciate the opportunity to address his concerns. Sincerely, Ana D[redacted]Customer Loyalty Representative Protect Your Home ADT Authorized Premier ProviderE: [email protected]