Turner Security Systems, Inc.

I am rejecting this response because:
Reading the Turner answer: "*** stated -----and hung up" I began to explain that I live by myself, am handicapped and am unable to put many things in writingI was rudely interrupted with a cold "must be in writing, Sir"I would advise Turner that their employees need a basic course in customer service and proper telephone manners.On 9-20-2017, I did not receive a call to schedule the removal of equipment, therefore I never stated that I had movedI continue to live in my home that we bought in All those statements are spuriousTurner can remove any equipment that most probably was installed by our previous security firm, any time with prior notice

Dear *** ***: On November 24, 2015, we came into an agreement to provide equipment installation & service for Mr*** ***The equipment consisted of three doors (Front, Back, & Garage Entry) and two motions (Dining Room & Garage)His subscribed services were basic
security alarm monitoring using cellular radio communicationOn November 25, 2015, the system was installed & testedSignals were received for all zones & customer education was provided to Mr*** about the use of the systemOn February 24, 2016, Mr*** informed us that his garage was broken intoLater that afternoon, Mr*** tested the system & verified that it was sending signalsSignal history also shows that both the Dining Room and Garage Motions were opened or tampered with by Mr***The following day on February 25th, our technician inspected the system and found it workingWe could no T, verify if the alarm system had been turned on or not prior to the break-in, but as a precaution, we turned the motion sensitivity on high and replaced the batteries in itAlthough the system was out of its 90-day labor warranty, we did not charge Mr*** as it is customary not to charge for post-breakin inspectionsOn April 12, 2016, another request for service was made by Mr***, who claimed that the alarm was not workingPrior to this, the alarm system had been working and sending signalsA different technician found that there was a problem with the Garage EntryDoor, which was faulting (not showing closed and therefore riot allowing the system to arm)Although we cleared this zone, the problem happened again, prompting us to replace the wireless contact on April 18, 2016. On May 6, 2016, we received a low battery signal from the Garage MotionThe signal was received at 2:AMMr*** requested an emergency service call that morning to replace the batteryHe was explained and agreed to the emergency service call charge of $A third technician arrived on site at 7:AM and made the repairOn May 23, 2016, Mr*** called in regarding the emergency service call charge and account cancellationHe was informed over the phone that if anyone other than a Turner agent removes the equipment, he would be responsible for paying the chargesThis is per our signed Contract on November 24, Although we tried to get a Turner agent to his location to remove the equipment, he told us that he would leave the equipment on the porchBecause the equipment was removed by a competing company, we cannot verify the integrity of the system and could not accept it backThis is a practiceA final bill in the amount of $2,was sent to Mr*** on May 23, Of this amount, $1,represents the remaining, unpaid balance of his service term, and $represents the equipment value & saleFurthermore, we cannot accept Mr***'s claim that the alarm did not catch the brenor the representation made by the policeAlthough we respect the police's position, the equipment was tested multiple times and found to be workingEven after the break-in,Mr*** tested the system himself & found it workingIt is our belief that, due to user error, the system was not armed and therefore could not know how to send an alarm signalLastly, there were service calls that we did not charge to Mr*** either by our policy or customer serviceMr*** did not complain about the system until after the break-inThe length in time from installation to the brewas well over 90-daysThis shows that Mr*** accepted the installation and how the system was workingWe only charged Mr*** for the emergency service call because it was informed to him and he accepted the extra chargesNo equipment charges were made since his system was still covered by the I-year parts warrantyIt is unfortunate what happened to Mr*** both in the events before contracting us for service and the breafterwardsHe can also contact us directly to make any further arrangements including settlementIf there are any further questions, please contact us at ###-###-####. Sincerely, *** *** Turner Security Systems, Inc

Initial Business Response /* (1000, 5, 2015/08/28) */
Refund check was issued on 08/27/15

Good Afternoon [redacted], Please accept this email as the response to the complaint ID# [redacted] by [redacted]. Attached please find a copy of the signed service agreement, cancelation notice, account notes and closing invoice. 9/6 [redacted] called in requesting to cancel service verbally...

stating that he had decided to switch to an internet based alarm service (Simply Safe). [redacted] was advised per the signed service agreement cancelation is required to be submitted in writing with a minimum of thirty days advance notice to a renewal date, please see TERMS, PAYMENT AND RENEWAL on the front of the agreement which was initialed by [redacted]. The initial three year term was 10/01/2012 – 09/30/2015 with the first two year renewal term being 10/01/2015 – 09/30/2017 [redacted] was also advised the equipment is leased and needs to be removed by an authorized Turner technician. [redacted] stated he did not have time to cancel in writing and hung up. 09/19 Written cancelation dated 09/13 was received stating switching security services 09/20 [redacted] was contacted to schedule the removal of the leased equipment [redacted] stated he had moved from the location at the end of August and no longer had access to the premise to schedule equipment recovery Attempts were made to contact new tenants in hopes of recovering equipment but no one was at the location or responded to notes left at the location 10/23/17 Closing invoice was prepared   Sincerely,   [redacted] Office Manager Turner Security Systems, Inc.