Ultimate Security Systems, Inc.

Complaint: [redacted]
I am rejecting this response because:
I was not having problems in December2014;  they could not monitor because as I informed them on Dec14we no longer had a phone line which is required to monitor. I received only 2 letters dated Dec232014 and Jan162015 stating they were trying to reach us by phone because were not receiving communication from the security system. I called again, told them about the phone conversation cancelling their services on Dec142014 and the balance was paid in full because we no longer had a phone line. On the Dec letter I wrote “Back up Radio $26 mth”  At no point did they state verbally nor in writing that a letter to cancel was required nor on their original setup invoice of $455 dated Sept0408; instead, during my phone conversations I was told that they would cancel and to get in touch in future if I wanted a back up radio to accommodate a cell phone. They say that they made many attempts  to contact us via phone and left messages when we did not have a phone and no one ever asked us for our cell phone number and yet they have continued to charge for over a year and want to settle for a service that they were not providing since Dec 2014 because no phone line could be monitored which is tantamount to fraud and they have never had contact with our insurance. We do not owe them any money and want them to get in touch with “collections” to repair our credit. I do have hard copies of all documents referenced in this and the previous complaint.

Regards,
[redacted]

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


ULTIMATE SECURITY SYSTEMS


Company Contact:


[redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
MR[redacted] ADVISED US ON 4-8-2014 THAT HE WANTED TO CANCEL HIS SECURITY MONITORING SERVICE WITH ULTIMATE SECURITY. I EXPLAINED TO MR[redacted] AND ADVISED HIM THAT HE HAS A CONTRACT WITH US THROUGH FEBRUARY 1, 2015. HE SAID HE DOES NOT WANT TO RENEW HIS CONTRACT IN 2/2015 WITH US. HE TOLD ME HE WOULD SEND US A LETTER INDICATING THAT HE IS GOING TO CANCEL. I EXPLAINED ALL BENEFITS OF KEEPING THE ALARM SERVICE AND FIRE PROTECTION BUT HE DID NOT CARE AND WANTS TO CANCEL. MR[redacted] CAN CANCEL HIS ACCOUNT BY PAYING US THROUGH HIS CONTRACT WHICH EXPIRES FEBRUARY 2015. THIS HAS BEEN EXPLAINED TO MR[redacted] THAT WE NEED A LETTER IN WRITING TO CANCEL AND PAYMENT THROUGH FEBRUARY 2015, AND WE WILL CANCEL HIS ACCOUNT. THANK YOU, [redacted]
Sent on: 9/15/2014 9:55:07 AM
Sent by: [redacted]

Review: I requested & cancelled alarm service, in December 2013. I notified the business manager, [redacted] by phone, and followed up with an emal per his request (which I can document). Ultimate Security has chosen to ignore repeated requests; time, after time, after time after time...at least five (5), if not six (6) or seven (7) to cease and desist from sending me bills. And, still have me listed on the account.

I know for a fact the home owner has contacted Ultimate Security herself at least three (3) times , if not more, notifying Ultimate to change the name on the account and remove my name.

I even received a threat from Ultimate Security to have the account, which had been paid in full prior to my departure referred for collections.

After stopping by the Ultimate Security office on February 10, 2014 after the last notice to speak with [redacted] (spoke with [redacted]), to voice my annoynace, displeasure and ultimately disbelief and aggravation at what I deemed to be coninued harrassment by Ultimate Securtity...Mr [redacted] sent me an email of apology that same day.

His apology stated "your account has been cancelled and you do not owe Ultimate Security any money. Your account is paid in full". Yet, here we are today, March 7, 2014, less than thirty (30) days later and I have received another bill "this week", stating that "my account" which was "supposedly" cancelled and paid in full is now two months delinquent!!!

When is enough, ENOUGH...ALREADY!!!Desired Settlement: While I indicated "a letter" as a desired settlement...I laready have an email (letter) from Mr. [redacted] the business Mgr. [redacted] suposedly resolved my complaint!

Obviously, that does not seem to matter and rings rather hollow!!! I would like the following:

1. Assurance/Guarantee...That my name has/will be removed from their billing system.

2. Assurance/Guarnatee...in writing, that Ultimat Security has not/will not send a false claim to any of the credit bureaus

2a. I will check!!!

3. Suitable payment/compensation for my time trouble, harrassment and aggravation for the past three (3) months plus.

Business

Response:

This email is regarding the above captioned complaint reference number. Mr. [redacted] indeed did cancel his service with us several months ago. Due to the nature of our business, unfortunately our billing system is tied in with our emergency monitoring station, and we cannot cancel a security system monitored account until we know if the new owners or renters are going to take over the central station monitoring of the alarm system. In as much, this can take some time, and during this period of transition, cancelled accounts, like Mr. [redacted], may continue to receive billing notices even though we have advised him several times to just ignore these bills and to throw them away. We also advised Mr. [redacted] that in no way is he responsible for any of those payment requests ( see attached email below). We also insured Mr. [redacted] that his account was terminated with us in excellent standing, and would never be sent to a collection agency by us.

We have made a special exception due to the fact of how upset Mr. [redacted] is, and have gone ahead and cancelled the billing element of his prior account, which will now guarantee that Mr. [redacted] with not receive any further billing notices from Ultimate Security.

Even though Mr. [redacted] was upset about this process, we did continue to advise him, that he was never responsible for any further payments after he cancelled his account with us. Therefore, unfortunately we do not feel any kind of payment or compensation to Mr. [redacted] is warranted at this time.

If you have any questions, please contact my office.