Vector Security - Nederland, Texas

As stated in the previous email? You were billed for work performed? We have not double billed? You DO NOT have a maintenance policy? We do have a contract dated 7/28/for monitoring? I cannot confirm or deny what other companies do for you? We have billed you in the past for service work, so I am not sure why you would believe that we would not bill you? Whenever we call for service/repair work we are billed? [redacted] has always been the person to let us in the building and sign the service ticket? However, if this is not acceptable, you need to provide us with who needs to approve ? service charges and who can sign the service ticket? You are correct in the last time we were at that location the phone lines were not fixed? We cannot say at this time if they are working or not? We will be happy to make another trip to meet the phone company to verify the phones are working and this one will do at no charge

***,? Attached is invoice which shows the credit and remaining balance as $? I have also attached the monitoring invoice which is the only other invoice on your account.? [redacted] ***Guardian Force Security Services

Complaint: I am rejecting this response because the business has not provided proper response or answer to all of our claim statements.To further reject the business' response, the business further stated in the response that they have a contract dated 7/28/and have done service/repair work on the buildingWe did not purchase the property until JUN 2014, so I'm not sure how the business would have had a contract with us before JUN We have never had services performed or billed from the business until recent.? If there is a fee, the customer should be notified before repairEven if a fee charge occurred, our Accounts Payable should have been timely billed so to avoid further services and repairs, not the warehouse worker.? At this point, the business has alleged falsified contract and claims of past work performed to the table, both of which do not existShould litigation arise, your statements will be used against you in court.? Again,? we demand the charges to be dismissed; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified.? Sincerely, [redacted] ***

As soon as we receive the modified invoice it will be resolved
Sincerely,***

I have read your response and have found it completely unacceptableFirst, we have multiple distribution centers across the nation and each has a fire and burglar alarm system that comes with itAll the systems were pre-existing, but we would never be charged for maintenance because you would not be monitoring and should not be charging us monthly 'monitoring' fees if the system is not working in the first placeWe've had panels that have gone off for no reason in our other facilities, and we would get a phone call to show us how to turn it off, if issue was diagnosed, technician would be sent out to our facility to correct the problem as a part of the service. EVEN IF this is not ample ground for you to dismiss those charges, you sent out a technician to the facility for repair without forewarning us of potential fees or charges or providing us clear indications of what those charges may possibly be"Hidden charges" are unacceptable. EVEN IF those were not ample ground for you to dismiss the charges, you further stated that *** *** signed for your service tickets, *** *** does not have any rights to sign on behalf of GBM for any charges to the companyHe is not a legal billing representative of the company, and from his statement, he stated that he only signed a service ticket as confirmation that the work was performed. EVEN IF this is not ample ground for you to dismiss those charges, you stated on 7/8, a technician came out to clean the smoke detector; you further stated that on 7/17, a technician came out again to change the smoke detectorYou are charging us double labor for a failure fix in the first place. It is also my understanding that you are saying that the alarm system is still currently not up because of phone problemsI have verified with our phone company that the lines are in good-standing and should not have any problems. Therefore we demand the charges to be dismissed so we will continue using your service; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified. Regards, -***

We are certainly apologize that you did not have a pleasant experience with Guardian Force Security First let me say that you are paying Guardian Force Security for monitoring of your fire and burglar alarm systems The monthly fee does not include inspections or maintenance We
have always billed those as performed I do agree that billing you in October for work performed in July and August is not a good practice I have discussed this with the billing staff and that will not happen again It is typically our policy to wait until the issue is resolved before we bill it With that in mind I will explain what happened We received a call on 7/stating that the panel went off When we got there the same day and the fire system was in alarm We cleaned smoke detector, reset the panel and it had a communication failure on the panel We said to contact your phone provider and have them check the phone lines We were there from 10:00-11:45, ticket is signed by *** *** On 7/we went back for same problem We replaced a defective smoke detector and checked the phone lines They were still down Customer was to call phone company We were there from 8:30-10: On 8/we went back from 9:00-9:to see if the phone line issue was resolved It was not *** *** signed all of the service tickets which I can email or fax to you if you would like These tickets were still not resolved because of the phone issues Therefore, we did not bill them On 10/we talked to *** in California and she said to contact *** We called *** and he said it was not up to him to get the phone work done He asked that we email him about the phone lines and he would let us know On 10/he emailed us to say the phones were still not fixed At that time we went ahead and invoiced you for hours labor and one smoke detector We do have a minimum of one hour charge In the future we will invoice you promptly and we will also verify that the person requesting service knows we will bill.Our biggest concern is that you understand the fire alarm system and the burglar alarm system sends signals via an analog phone line Therefore, if the phone lines are down we CANNOT receive a signal That is why we been asking you to get the phone line fixed As to the age of the system, I really cannot tell you how old it is since it was in that building when you moved in last year I know that we monitored the system for the previous tenant at least four years We did not actually install the system originally We did try to get you to upgrade and add protection when you moved into that building, but it was declined

As stated in the previous email You were billed for work performed We have not double billed You DO NOT have a maintenance policy We do have a contract dated 7/28/for monitoring I cannot confirm or deny what other companies do for you We have billed you in the past for service work, so I am not sure why you would believe that we would not bill you Whenever we call for service/repair work we are billed *** *** has always been the person to let us in the building and sign the service ticket However, if this is not acceptable, you need to provide us with who needs to approve service charges and who can sign the service ticket You are correct in the last time we were at that location the phone lines were not fixed We cannot say at this time if they are working or not We will be happy to make another trip to meet the phone company to verify the phones are working and this one will do at no charge

***, As we discussed, I have attached the service calls on the invoice in question and also a copy of the contract We really want to get this resolved and move forward On invoice we will credit the labor of $324.75, which will leave a remaining balance of $for the smoke detector that you will pay We will also credit the late charge of $You do understand that there is no maintenance policy on this account and that every time we go out, we will charge you a service fee There has been a critical message added to your account on our end and our office will verify with whoever is calling that they are aware of the chargeIf you would like to add a maintenance policy it is $per month (per system) This maintenance policy covers all labor during our working hours It does not include any material/parts You can choose to have the maintenance policy on just the fire or burg or on both systemsPlease respond on whether you wish the maintenance policy or not Also respond stating that you agree with the outcomeIf you are agreeable to the items outlined We will send a tech out to the site to verify the system is working properly at no chargeThanks! *** *** Guardian Force Security Services

***, Attached is invoice which shows the credit and remaining balance as $ I have also attached the monitoring invoice which is the only other invoice on your account. *** ***Guardian Force Security Services

Complaint:
I am rejecting this response because the business has not provided proper response or answer to all of our claim statements.To further reject the business' response, the business further stated in the response that they have a contract dated 7/28/and have done service/repair work on the buildingWe did not purchase the property until JUN 2014, so I'm not sure how the business would have had a contract with us before JUN We have never had services performed or billed from the business until recent. If there is a fee, the customer should be notified before repairEven if a fee charge occurred, our Accounts Payable should have been timely billed so to avoid further services and repairs, not the warehouse worker. At this point, the business has alleged falsified contract and claims of past work performed to the table, both of which do not existShould litigation arise, your statements will be used against you in court. Again, we demand the charges to be dismissed; otherwise, we need the service to be terminated, and we will take further measures to seek damages through legal and media means to the fullest extent permitted by law and get justified.
Sincerely,
*** ***