U. S. Alert Security

The customer originally signed up with us on 9/29/with a month agreement The security equipment was purchased via the lease option financed through a finance company On April 14, 2014, we received a letter addressed to both the finance company and US Alert requesting to close
the accountattached was also notice dated December 20, addressed to the finance company wishing to discontinue service with that company, while acknowledging a contract with US Alert At this time, the account was not able to cancel as it had entered into a renewal period Even the first letter if it had been addressed to US Alert would not have fell within the time frame I have attached a copy of the letters, as well as copies of the monitoring agreement and financing paperwork The account was able to cancel 12/29/ We cancelled the services and it left the customer with a balance of $which is a valid debt owed to our company

On 03/02/12, Mr*** signed a monitoring agreement with US Alert At that time he also financed equipment through Time Payment Corporation Mr*** claims that the agreement was signed by someone other than himself, but underwent a quality assurance call verifying that he was aware
of the terms of the agreement and that he had signed the contract with Time Payment This paperwork was completed at the same time as our monitoring agreement He admits he obtained his service from US Alert so the signature is not an issue We sent Mr*** a copy of his monitoring agreement when he requested on March 6, If he will look about 3/of the page down, in BOLD CAPS, it states, "THIS AGREEMENT WILL AUTOMATICALLY CONTINUE FOR SUCCESSIVE ONE-YEAR RENEWAL TERMS UNLESS SUBSCRIBER OR DEALER GIVES WRITTEN NOTICE AT LEAST NINETY (90) DAYS PRIOR TO END OF THE INITIAL OR ANY RENEWAL TERMS" We received Mr***'s cancellation letter via email on February 16, He signed his original month agreement on 03/02/ We were able to cancel his account on 05/01/ The balance on his account is a valid debt and we will not be returning any funds

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me; however to resolve this compliant with the Revdex.com, I'm willing to accept their pathetic offer to terminate my account effective 12/2016, and they will hear from my attorney regarding the remaining balanceI love how they attempted to apologize for their mistake and insult me all at the same timeHowever, even the average uneducated person should know it's unprofessional to respond to someone in all capital lettersThis business is highly unprofessional, they provide inadequate security service and display major inaccuracy of events I do hope the Revdex.com reviews their current rating, as it is simply unclear to me how they conduct business this way.
Sincerely,
*** ***

Revdex.com Although we still maintain that we o cancelled l the contract with this business in October of 2013, we did not retain a copy of the letter that was sent We therefore will accept their response and will pay them the $they assert that we still owe
Sincerely,
*** ***

Initial Business Response /* (1000, 14, 2015/09/25) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@usalertsecurity.com
This account has been cancelled effective 08/18/

To Whom It May Concern:Mr*** did sign an agreement with US Alert Security on 02/07/for a term of monthsAs you will see in the attachment, the terms of the monitoring agreement state that "THIS AGREEMENT WILL AUTOMATICALLY CONTINUE FOR SUCCESSIVE ONE YEAR RENEWAL TERMS UNLESS
SUBSCRIBER OR DEALER GIVES WRITTEN NOTICE AT LEAST DAYS PRIOR TO END OF THE INITIAL OR ANY RENEWAL TERM." As you will also see in the attached cancellation letter that we did receive, it is dated for 04/13/The agreement renewed for one year on 02/07/In order to have cancelled Mr***'s account this year, we would have needed a cancellation letter by 11/07/Mr*** will be responsible for the monthly charges up until 02/07/per the signed agreement we do have. Thanks, ***

Upon further review by management, Mr. [redacted] was an excellent customer and US Alert agrees to release him from the existing monitoring agreement with no balance owed.

Mr. [redacted] signed a 24 month monitoring agreement on 1/23/14.  I have attached a copy of that agreement which includes a renewal clause written in bold caps 3/4 of the page down that states that we must receive in writing 90 days prior to the original or any renewal term in order to cancel...

service.  When we spoke with Mr. [redacted] about his desire to cancel on 12/30/16, he became very agitated & cursed our representative when she informed him of the cancellation process.  He stated he had previously sent in a cancellation letter which we had not received. He was advised to resend the letter at that time or to provide proof that he had sent it so we would be able to cancel. He became very belligerent & hung up cursing. Ms. [redacted] started making phone calls for her grandfather. We advised her of the same thing, please provide us proof that he had sent in a letter previously or have him send us another letter by post, fax, or email. On 2/3/17, we received an email from her expressing her desire to cancel her grandfather's account.  She was advised that the email would need to be from her grandfather and that once we received HIS email then we would be able to cancel his account once the renewal period was up.  She was also informed that we would not be waiving any charges.  On 2/12/17, we received an email from Mr. [redacted] wanting to cancel the account.  Ms. [redacted] followed up with a phone call where she was informed of the same response.  We were not able to cancel the account until the end of the renewal term which would be 1/23/18.  Ms. [redacted] began to threaten us if we did not give in to her demands with calling her attorney & filing a complaint.  I have attached copies of the monitoring agreement, as well as copies of the emails sent in by Ms. [redacted] & Mr. [redacted]. At this time, we are willing to cancel Mr. [redacted]'s service effective 12/31/16,  but we will not waive the past due charges of $233.91

I apologize about the mistake and your interpretation of the use of capital letters.  I used capital letters as an emphasis point and certainly did not mean them as shouting.  We are willing to cancel Mr. [redacted]'s service effective 12/31/16.  The balance due at that time of 233.91 is a valid debt.  According to the monitoring agreement, Mr. [redacted] should always call  in and check his system signals once a month to verify everything is in working order.  At any time he felt the system needed service all he had to do was give the office a call and we would dispatch a technician.  I understand that he is upset about having to send in a written cancellation letter but that is the only way we are able to cancel service.  Unfortunately, an email from his granddaughter doesn't meet those requirements.

The contract was in the name of [redacted] E. [redacted]. It was for security service at a rent house that we owned, but do not own any longer. The house was located at [redacted] West [redacted], Ada, Oklahoma [redacted]. We sold the house in April 2015. We thought service was cancelled the following year in April...

2016, but we received a phone call July 2017 saying we owed for the previous 15 months. We did reach an agreement with the company since filing this complaint, but from what we have heard there have been several other customers that have thought their service was cancelled and then they receive a bill several months later instead of a bill at the end of each month stating that they have a large outstanding balance.

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]

We definitely apologize for any inconvenience.  It appears that even though the customer's account had been closed for some time, there was a remaining balance of $20.50.  When doing a system upgrade within our billing department, the payment was automatically drafted.  I have issued...

an immediate refund and verified that the account was closed with no balance remaining.  Again, we apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because: The services to be provided by the contract were not provided.   I know all about the "automatic renewal for one year"  which was in the contract.  The contract wording may be legal but, in my opinion, unethical. What are you going to monitor if your equipment is broke?   I am not the only customer whom has faced this issue.  I consider my dealings with this company complete and bid them good riddance.  I shall continue to inform all interested parties of my experience with their actions and service record.  
Sincerely,
[redacted]

We were customers with US Alert for 5 years. We recently moved in August 2014 and they keep charging us the monthly fee. I have emailed, sent letters, and called repeatedly and they will not work with us on the contract we had. They lock you in a contract for life and if you don't cancel the exact month you first ordered service they will not let you out. My contract goes for renewal in June and I called in July. It's hard for a mother of 3 kids and moving to remember exact months. Terrible customer service! I will be paying a monthly fee for almost a year that I haven't been using their service. Lesson learned...never use this company again and never get talked into a contract with out all details. I had no idea if I ever moved I couldn't cancel service. I will never refer another person to use this company!!

Very inept run business. First, false statements as to monthly fees. Second, they continue to ask me if my system is working ok. I feel I should be able to trust a security service to know if my system is working properly without asking me. Third, contracted to pay monthly and on 5/26/15 received a $635.70 bill for 17 months of supposed service. Was told there were turnovers in personnel. Very hard to trust a security company who cannot take care of their own business.