Tyco Integrated Security

Emailed Commercial Sales Manager [redacted] requesting confirmation of customer contact to discuss their desired resolution pertaining to contract termination charges (CTCs) or replacement of system. CSM replied advising, "I have already discussed the CTCs with him on 2 occasions. The issue is he...

received quotes from other providers & they are less than we are. He wants to cancel with us for their lesser rate. His contract is only 6 or so months old. Service issues have not been an issue as noted in his service record. He just wants to leave us for a cheaper provider. I wouldn't approve waiving the CTCs on his original request, or secondary request. He did not like my response and he is just trying another avenue to get what he wants. I cannot approve waiving of the CTCs and have explained that to him". Service history was also reviewed. Resolution comments on Job # [redacted] indicate there was no dial tone on the line to the fire alarm panel when our tech was out. Later service jobs were cancelled per the request of our customer with comments mentioning the site is under renovation.

(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true. I did not want to cancel service because of "lesser rate"
its because the fire alarm has been going off before I took over the lease of the building. I have the owner of the building and my general contractor as witness. The fire alarm was going off back in may when the phone system was still active and with another provider. and yes the CSM was a gentleman and was very rude on the the phone and not helpful at all.

We apology for the customer service you were receiving and all call interactions you had with our monitoring center will be reviewed. Any unprofessional conduct will be addressed and coached accordingly. As far as your contract, it is the customer's responsibility to read over and understand what they are signing. On the first page, section I, in bold, the Tyco contract states exactly what the customer will be paying per annum and the term. In addition, in the same section, it states what would take place if the customer chooses to terminate the agreement prior to expiration date. If you had felt that the annual price was too high, before signing the contract, this should have been brought to your Sales Representative’s attention. That way revisions could have been made and work with you on a price that is manageable. Seeing this did not place and you signed the contract, you agreed to the terms and the cost. You had signed the contract in May 2015 and deciding only a few months later that you had found another provider with a lower rate does not obligate Tyco to let you out of a contract. Also, this does not count for grounds of termination a contract without any penalties. In addition, why would we upgrade your entire system, if we just installed a new one 6 months prior? In addition, if you were needing a lower rate, how would upgrading the system help that? The answer, it does not. All in all, we are sympathetic to your frustrations, but we are only holding to you a contract you willing and knowingly signed. At no point did Tyco breach the contract.

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]

Emailed [redacted] and apologized for the frustration Tyco has caused her. Advised her that I will be working her complaint and will be contacting the local sales and install offices to see if we can come to some sort of a resolution. Will follow up as soon as I hear back from the upper...

management in these offices.

TYCO has worked with their local installation department and had a coordinator work with the customer on scheduling the sub contracted installer back out for the week of July 24th. Installer was scheduled to go back out to customer location on Friday July 28th. After their visit the Fire system...

has been operational and communicating a successful Timed Communication test. All was repaired and up and running.

Sent the lately Revdex.com Complaint to the District manager [redacted]. [redacted] respond back stated he will not let the customer out of the contract without termination charges.

Pulled a copy of the customer's contract for their [redacted] location and it did have the Modification to the Term clause in it. Which means the customer has the right terminate the agreement at any time as long as a 30 Day notice is provided. Call Mr. [redacted]...

and left a voice message informing him of this. Additionally, sent the customer an email concurring what was stated on the voice mail. Apologized to the customer for the misinformation and advised we will honor the agreement.

Yes, I did read the contract and this is not about finding a cheaper provider.  I signed the contract after speaking to the regional manager and explaining to him that the owner of the building was planning to divide the building in two and told me once that is done I would be able to change things.  Right now I'm paying for the burglary system that use to monitor 6200 square feet but now it only monitors my portion of the building which is 4000.  I don't understand why I'm paying for service that is not being provided.  I'm only renting and having Tyco monitor 4000 square feet of space.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
Most likely [redacted] was the rude gentleman that spoke to me on the phone. The customer service for this company is really bad. I have never experience anything like this before. Every time that there is an alarm event and I have to deal with someone over the phone it takes them 5 minutes just to figure out which system they are talking about. If would have never signed a 5 year contract with this company if I knew how they treat people. The only person that has helped me has been [redacted].