I am rejecting this response because: Dear Mrs [redacted] Since I spoke to you last, I did speak with V-at the time over week agoThey told me that because of the issuesThey would lower the payment and month's on contractThat it would go into effect immediately well guess what I am not all surprised I have yet to hear from them, yet they contacted Revdex.com saying they resolved the matter with meWell that is irrelevant they have not
To whom it may concern, It’s never our intention to make our services so unaffordable that just having them maintained renders them a hassle to the user, our customersWe are more than happy to work with our customers to find a solution that works for them when a service need arises Most companies in our industry do charge a service trip fee when a service technician is dispatched- these fees can range from $to about $from what we’ve seenThis fee is outlined in the alarm contract that is signed by the customer, and is strictly meant to cover the technician’s time, gas, and the nominal costs of some replacement items like screws, wire, adhesive, etc.After speaking with the customer we understood that this service charge was not a suitable option and offered to first send the battery to them via mail for a much lower cost ($14.99) with instructions for replacing it themselves, but that was not something the customer wanted to doWe then offered to waive the trip fee entirely and perform the replacement free of charge, but the customer did not want to move forward and asked to cancelThe customers that submitted this complaint signed and verified an alarm monitoring contract with VSecurityThe contract terms are confirmed before and after installation with recorded calls between the customer and our office, not just the sales representativeIt’s not our goal to frustrate customers or make their security arrangement a win-lose scenario, our goal is to provide a service that works for them within a mutually agreeable arrangement for both sidesWe understand that an agreement is a two-way street: we agree to provide reliable alarm service at a reasonable rate, and the customer agrees to pay that rate in a timely mannerIf we ever find that we are out of alignment and we have truly not upheld our end of the deal, we will do whatever we can to make it right to the customerIn this case, we offered a lower price and then a free service trip so the system could be back in good order without any headache to the customer.We sincerely apologize if we have caused any inconvenience with these policies and hope we can come to a satisfactory resolution
We have contacted the business numerous times, and every time asked to speak with a supervisor and have always been told they are in a meeting and would call us back, yet have never received a call back On June 2nd, we called again, again asked to speak to a supervisor and were told they were in a meeting and would call us back This time we actually received a call back from [redacted] *** My husband repeated everything that had happened and how we had been paying our bill for two months, yet we had no system and every time we called we were told we had to get out old system from our old house even though the contract said when you moved you were provided a new one[redacted] cancelled our contract and refunded the two months of fees we paid for April and May
It is never our intention to represent ourselves, purposefully or not, in a way that is misleading or untruthfulWhile we were not able to locate this homeowner in our customer records, we are still concerned that anyone, whether or not a customer, has had a negative experience with our companyAs a company that chooses to use direct marketing by going door-to-door, we are frequently unpopular and we recognize it's just part of trying to do businessWe, VSecurity, are a dealer for **, the equipment manufacturer, that is correctAnd we are a local, Folsom companyBut no, we are not in any way affiliated with this homeowner's current alarm providerWe are a separate companyWe completely understand this homeowner's concern and sincerely apologize for any miscommunicationThe representative in question has been forwarded this complaint, as well as been formally assigned to remedial training and code of conduct review for two weeks before he will be allowed to begin work againOur representatives are commission-based, and will not be able to earn any compensation for these two weeksWe extensively train our representatives on the correct way to introduce themselves, including three weekly mandatory meetings with practice and coachingWe do not condone nor encoura [redacted] misrepresentation by any of our representatives and take these matters very seriouslyWe thank the homeowner for stepping forward and bringing this concern to our attention so we could take action, and again, we apologize for any inconvenience or hassle to you
On behalf of VSecurity, we would like to apologize for the misunderstandingWe never installed anything in her home, and therefore the credit inquiry should not have stayed on her credit reportWe always let our potential customers know beforehand that in order to see if they qualify for a system in their home, we have to run their credit, which is why her credit was ran in the first placeBut as I mentioned before, it should have been removed when she decided to not go through with the saleDeepest apolagies!
Vreceived a letter from the customer requesting a written copy of her conversation with us the same day she submitted this complaintAs soon as Vreceived the letter we mailed a response with the inclusion of what was requested by the customerIt was placed in the mail the day that we received the requestThe changes that were made with the customer during our phone conversation did go into effect immediately, but the letter probably arrived at her home after we had submitted our response to the Revdex.comWe apologize for any confusion or inconvenience
I am rejecting this response because: Dear Mrs [redacted] Since I spoke to you last, I did speak with V-at the time over week agoThey told me that because of the issuesThey would lower the payment and month's on contractThat it would go into effect immediately well guess what I am not all surprised I have yet to hear from them, yet they contacted Revdex.com saying they resolved the matter with meWell that is irrelevant they have not
To whom it may concern, It’s never our intention to make our services so unaffordable that just having them maintained renders them a hassle to the user, our customersWe are more than happy to work with our customers to find a solution that works for them when a service need arises Most companies in our industry do charge a service trip fee when a service technician is dispatched- these fees can range from $to about $from what we’ve seenThis fee is outlined in the alarm contract that is signed by the customer, and is strictly meant to cover the technician’s time, gas, and the nominal costs of some replacement items like screws, wire, adhesive, etc.After speaking with the customer we understood that this service charge was not a suitable option and offered to first send the battery to them via mail for a much lower cost ($14.99) with instructions for replacing it themselves, but that was not something the customer wanted to doWe then offered to waive the trip fee entirely and perform the replacement free of charge, but the customer did not want to move forward and asked to cancelThe customers that submitted this complaint signed and verified an alarm monitoring contract with VSecurityThe contract terms are confirmed before and after installation with recorded calls between the customer and our office, not just the sales representativeIt’s not our goal to frustrate customers or make their security arrangement a win-lose scenario, our goal is to provide a service that works for them within a mutually agreeable arrangement for both sidesWe understand that an agreement is a two-way street: we agree to provide reliable alarm service at a reasonable rate, and the customer agrees to pay that rate in a timely mannerIf we ever find that we are out of alignment and we have truly not upheld our end of the deal, we will do whatever we can to make it right to the customerIn this case, we offered a lower price and then a free service trip so the system could be back in good order without any headache to the customer.We sincerely apologize if we have caused any inconvenience with these policies and hope we can come to a satisfactory resolution
We have contacted the business numerous times, and every time asked to speak with a supervisor and have always been told they are in a meeting and would call us back, yet have never received a call back On June 2nd, we called again, again asked to speak to a supervisor and were told they were in a meeting and would call us back This time we actually received a call back from [redacted] *** My husband repeated everything that had happened and how we had been paying our bill for two months, yet we had no system and every time we called we were told we had to get out old system from our old house even though the contract said when you moved you were provided a new one[redacted] cancelled our contract and refunded the two months of fees we paid for April and May
It is never our intention to represent ourselves, purposefully or not, in a way that is misleading or untruthfulWhile we were not able to locate this homeowner in our customer records, we are still concerned that anyone, whether or not a customer, has had a negative experience with our companyAs a company that chooses to use direct marketing by going door-to-door, we are frequently unpopular and we recognize it's just part of trying to do businessWe, VSecurity, are a dealer for **, the equipment manufacturer, that is correctAnd we are a local, Folsom companyBut no, we are not in any way affiliated with this homeowner's current alarm providerWe are a separate companyWe completely understand this homeowner's concern and sincerely apologize for any miscommunicationThe representative in question has been forwarded this complaint, as well as been formally assigned to remedial training and code of conduct review for two weeks before he will be allowed to begin work againOur representatives are commission-based, and will not be able to earn any compensation for these two weeksWe extensively train our representatives on the correct way to introduce themselves, including three weekly mandatory meetings with practice and coachingWe do not condone nor encoura [redacted] misrepresentation by any of our representatives and take these matters very seriouslyWe thank the homeowner for stepping forward and bringing this concern to our attention so we could take action, and again, we apologize for any inconvenience or hassle to you
On behalf of VSecurity, we would like to apologize for the misunderstandingWe never installed anything in her home, and therefore the credit inquiry should not have stayed on her credit reportWe always let our potential customers know beforehand that in order to see if they qualify for a system in their home, we have to run their credit, which is why her credit was ran in the first placeBut as I mentioned before, it should have been removed when she decided to not go through with the saleDeepest apolagies!
Vreceived a letter from the customer requesting a written copy of her conversation with us the same day she submitted this complaintAs soon as Vreceived the letter we mailed a response with the inclusion of what was requested by the customerIt was placed in the mail the day that we received the requestThe changes that were made with the customer during our phone conversation did go into effect immediately, but the letter probably arrived at her home after we had submitted our response to the Revdex.comWe apologize for any confusion or inconvenience