On 6/25/14, you entered into a (5) year agreement with us to monitor your old location (Glendale Mini Mart) at 5*** ** *** ***., Glendale, AZ, for a $install and $per month We upgrade the firmware in your system, add a cellular communicator (a $value), provided
you remote system control, and 24/monitoring You lost your lease at this location as you stated on 10/1/16, but you then entered into a new (3) year agreement with us on 10/10/to monitor your newer location (Glendale Gas & Mini Mart) at *** ** *** *** *** **, Glendale, AZ This was another $install and $per month agreement to get the existing system functioning We replaced all faulty sensors, added another cellular communicator, replaced all necessary batteries, provided you full remote system access, and 24/monitoring This was then canceled on 1/6/17, less than three months into your new contract For your records, we forgave the remaining months on your original agreement due to your relocation and because you signed a new agreement at *** ** *** Due to canceling the new agreement signed on 10/10/16, only three months into a 36-month contract, we are holding you liable for the remaining balance as you agreed to when you signed our contracts
Revdex.com:
I would be happy to accept the company's response. It has been my sincere effort since I received the certified letter from the company on July 26th 2016 to pay the bill. The circumstances within the original complaint have apparently been identified and hopefully resolved within the local office in [redacted], Ca. I appreciate the assistance of the Revdex.com in resolving my communication issue with the company and appreciate the company's efforts to identify how my check was received, held and then returned to me. Hopefully this won't occur in the future. 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]
It's unfortunate that we have been unable to come to a mutual agreement. Due to the investment we made in your two systems, we will be unable to remove the balance of contract.
Complaint: [redacted]I am rejecting this response because:. The company is lying about not receiving payment in fullin July 2016. Here are copies of the check, envelope with postmark and the undated form letter they sent with the returned check. There must be laws discouraging businesses from lying about business practices etc. They were paid in full as evidenced by the returned check after they HELD it for a month before returning it. If the business will not accept payment in full from me, then say I never paid it in order to cause me personal harm in damaging my credit rating, I feel that has to be unlawful. I will not contact ANY collection company as, I have never thus far been contacted by one. If the company will not accept full payment from me then I don't know what the alternative may be?Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: the agreement I see in this file was not the first agreement in 2014 at [redacted], how can I sign a 5 year agreement when my lease in this business was only for 2 years and 4 months. That was the time limit on the lease when I bought it from the previous holder of the lease at the location. I did not sign any other agreements with you for 3 more years. I don't know what kind of business you are running but this is called forgery. The 2nd contract you claim for 3 years, my lease in this new location is for 2years only, so why would I agree and sign a contract for 3 years????
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I hold you responsible for any court and lawyers fees and any expenses I'm going to pay to resolve this matter.
Sincerely,
[redacted]
Good afternoon [redacted],You are right the technician failed to check all of your batteries at the same time we upgraded your system from 2G to 3G for no charge on the install and no increase to your monthly monitoring. All we asked was for a 12 month re-commitment to us since this is not a...
cheap upgrade to perform. You agreed to this and signed the addendum on September 13, 2016. Since this upgrade, Joel's position has been adjusted so he spends almost his entire day in the filed helping our customers. Being in the field makes his ability for a timely response much harder to guarantee. Speaking with other people in our company, I understand you have discussed your concerns with both Casey, our Director of Branch Operations, and Desiree in Accounting so your claim of not being able to speak to anyone does not seem fair. I understand you spoke with Desiree 2-3 times yesterday, 3/8/17, and have talked with and emailed Casey. Both said they made every attempt to help resolve your concerns regarding rescheduling a tech for the batteries and discussed the options for moving your current system to a new location. Both Casey and Desiree said that you were unwilling to allow us to rectify the problems and that you had already made the decision to cancel. Casey made every attempt to explain that the request to move a system is not covered under any program we offer, meaning you would need to pay for the labor associated to relocate. Legally, because the system is registered to your current address, we need documentation that the system had been moved. All we were asking for was to process another addendum by email, we use the online service DocuSign, so we had the necessary legal record that protects both you and us. Not included in this addendum for only your address change was any re-commitment to us. We were simply going to list that you had previously signed the original upgrade addendum dated September 13, 2016 and that your remaining six months would transfer to your new address that upon fulfillment, would become a month-to-month agreement. I understand that you have already paid the balance of the agreement, but we are still willing to offer support for you so that amount can be put back into the remainder of your agreement for monitoring. If you would agree to sign the addendum regarding the change in address, we legally have to have this, no new commitment, we will only charge you for the technician's time to relocate the system. As we had originally failed to do, we will check all the batteries and replace them as needed at no additional charge. All the best, [redacted]Director of Centralized Operations
We figured out what happened. The check was in fact received by the local [redacted] Security office. Because of the duration between all the notifications from us and the check being sent by the customer, the account had already been canceled in our system. When the check was processed for payment and compared against the canceled account, the processor believed it had been sent in error and took it upon themselves to return the check without verifying with the customer, account manager, or including a written reason why it was being returned which is our company policy to do. We are not sure why it took so long to return the check, but we would be happy to reestablish full services and ensure no record of this being sent to collections remains. If you agree, we will credit the full past due amount because of the hassle and reactivate everything, including the billing lines again. Please let me know how you would like to proceed.
To whom it may concern,
We have record of multiple attempts by both mail and phone attempting to contact [redacted] in regards to her past due and account cancellation with info being sent to a collection agency. A 30-day past due invoice was sent 5/27/16. On 6/2/16, we mailed another...
invoice showing the current charges of $132.84 and the past due amount of $132.84 that was over 61 days past due. The final demand was sent on 7/12/16 with a 10-day response that was signed by [redacted] on 7/26/16. We also show record of nine dates of voice calls with two answered by [redacted] dating back to 7/18/2015. Of the two she did not answer, we left voicemails. Our records show no receipts of any check and nothing was noted or posted towards her account. If the check went to PCS, the collection agency, they did not report it to us and clear the account. PCS did send their own notice, however we did confirm that it was sent to the site address and not the the P.O. Box we had listed on file. If the bank check was sent in a plain envelope, it is very possible they noted the wrong address which would have gone back to the sending bank. We did not return any check so if a check is thought to have been returned, this was not a refusal on our part but an issue with the intended recipient address but the issuing party, her bank. We never received a call from [redacted] about her check or request to reestablish service as we would have gladly worked with her and begun monitoring again, but no money or calls have been received on our end to help. We can easily remove her from the collection list, which she has not yet been reported to the credit bureaus, and nothing negative will result if payment is received for the full past due amount. I suggest she place a call to our collections department (1-877-805-6140) and ask specifically for Tina T[redacted] to resolve this. I also suggest [redacted] contact her back for the status of said check since we have never received any payment for services rendered on our end.
If you have question or want to speak with me, please feel free to call me directly at [redacted]
- Brian G[redacted]
On 6/25/14, you entered into a (5) year agreement with us to monitor your old location (Glendale Mini Mart) at 5*** ** *** ***., Glendale, AZ, for a $install and $per month We upgrade the firmware in your system, add a cellular communicator (a $value), provided
you remote system control, and 24/monitoring You lost your lease at this location as you stated on 10/1/16, but you then entered into a new (3) year agreement with us on 10/10/to monitor your newer location (Glendale Gas & Mini Mart) at *** ** *** *** *** **, Glendale, AZ This was another $install and $per month agreement to get the existing system functioning We replaced all faulty sensors, added another cellular communicator, replaced all necessary batteries, provided you full remote system access, and 24/monitoring This was then canceled on 1/6/17, less than three months into your new contract For your records, we forgave the remaining months on your original agreement due to your relocation and because you signed a new agreement at *** ** *** Due to canceling the new agreement signed on 10/10/16, only three months into a 36-month contract, we are holding you liable for the remaining balance as you agreed to when you signed our contracts
Revdex.com:
I would be happy to accept the company's response. It has been my sincere effort since I received the certified letter from the company on July 26th 2016 to pay the bill. The circumstances within the original complaint have apparently been identified and hopefully resolved within the local office in [redacted], Ca. I appreciate the assistance of the Revdex.com in resolving my communication issue with the company and appreciate the company's efforts to identify how my check was received, held and then returned to me. Hopefully this won't occur in the future. 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]
It's unfortunate that we have been unable to come to a mutual agreement. Due to the investment we made in your two systems, we will be unable to remove the balance of contract.
Complaint: [redacted]I am rejecting this response because:. The company is lying about not receiving payment in fullin July 2016. Here are copies of the check, envelope with postmark and the undated form letter they sent with the returned check. There must be laws discouraging businesses from lying about business practices etc. They were paid in full as evidenced by the returned check after they HELD it for a month before returning it. If the business will not accept payment in full from me, then say I never paid it in order to cause me personal harm in damaging my credit rating, I feel that has to be unlawful. I will not contact ANY collection company as, I have never thus far been contacted by one. If the company will not accept full payment from me then I don't know what the alternative may be?Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: the agreement I see in this file was not the first agreement in 2014 at [redacted], how can I sign a 5 year agreement when my lease in this business was only for 2 years and 4 months. That was the time limit on the lease when I bought it from the previous holder of the lease at the location. I did not sign any other agreements with you for 3 more years. I don't know what kind of business you are running but this is called forgery. The 2nd contract you claim for 3 years, my lease in this new location is for 2years only, so why would I agree and sign a contract for 3 years????
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I hold you responsible for any court and lawyers fees and any expenses I'm going to pay to resolve this matter.
Sincerely,
[redacted]
Good afternoon [redacted],You are right the technician failed to check all of your batteries at the same time we upgraded your system from 2G to 3G for no charge on the install and no increase to your monthly monitoring. All we asked was for a 12 month re-commitment to us since this is not a...
cheap upgrade to perform. You agreed to this and signed the addendum on September 13, 2016. Since this upgrade, Joel's position has been adjusted so he spends almost his entire day in the filed helping our customers. Being in the field makes his ability for a timely response much harder to guarantee. Speaking with other people in our company, I understand you have discussed your concerns with both Casey, our Director of Branch Operations, and Desiree in Accounting so your claim of not being able to speak to anyone does not seem fair. I understand you spoke with Desiree 2-3 times yesterday, 3/8/17, and have talked with and emailed Casey. Both said they made every attempt to help resolve your concerns regarding rescheduling a tech for the batteries and discussed the options for moving your current system to a new location. Both Casey and Desiree said that you were unwilling to allow us to rectify the problems and that you had already made the decision to cancel. Casey made every attempt to explain that the request to move a system is not covered under any program we offer, meaning you would need to pay for the labor associated to relocate. Legally, because the system is registered to your current address, we need documentation that the system had been moved. All we were asking for was to process another addendum by email, we use the online service DocuSign, so we had the necessary legal record that protects both you and us. Not included in this addendum for only your address change was any re-commitment to us. We were simply going to list that you had previously signed the original upgrade addendum dated September 13, 2016 and that your remaining six months would transfer to your new address that upon fulfillment, would become a month-to-month agreement. I understand that you have already paid the balance of the agreement, but we are still willing to offer support for you so that amount can be put back into the remainder of your agreement for monitoring. If you would agree to sign the addendum regarding the change in address, we legally have to have this, no new commitment, we will only charge you for the technician's time to relocate the system. As we had originally failed to do, we will check all the batteries and replace them as needed at no additional charge. All the best, [redacted]Director of Centralized Operations
We figured out what happened. The check was in fact received by the local [redacted] Security office. Because of the duration between all the notifications from us and the check being sent by the customer, the account had already been canceled in our system. When the check was processed for payment and compared against the canceled account, the processor believed it had been sent in error and took it upon themselves to return the check without verifying with the customer, account manager, or including a written reason why it was being returned which is our company policy to do. We are not sure why it took so long to return the check, but we would be happy to reestablish full services and ensure no record of this being sent to collections remains. If you agree, we will credit the full past due amount because of the hassle and reactivate everything, including the billing lines again. Please let me know how you would like to proceed.
To whom it may concern,
We have record of multiple attempts by both mail and phone attempting to contact [redacted] in regards to her past due and account cancellation with info being sent to a collection agency. A 30-day past due invoice was sent 5/27/16. On 6/2/16, we mailed another...
invoice showing the current charges of $132.84 and the past due amount of $132.84 that was over 61 days past due. The final demand was sent on 7/12/16 with a 10-day response that was signed by [redacted] on 7/26/16. We also show record of nine dates of voice calls with two answered by [redacted] dating back to 7/18/2015. Of the two she did not answer, we left voicemails. Our records show no receipts of any check and nothing was noted or posted towards her account. If the check went to PCS, the collection agency, they did not report it to us and clear the account. PCS did send their own notice, however we did confirm that it was sent to the site address and not the the P.O. Box we had listed on file. If the bank check was sent in a plain envelope, it is very possible they noted the wrong address which would have gone back to the sending bank. We did not return any check so if a check is thought to have been returned, this was not a refusal on our part but an issue with the intended recipient address but the issuing party, her bank. We never received a call from [redacted] about her check or request to reestablish service as we would have gladly worked with her and begun monitoring again, but no money or calls have been received on our end to help. We can easily remove her from the collection list, which she has not yet been reported to the credit bureaus, and nothing negative will result if payment is received for the full past due amount. I suggest she place a call to our collections department (1-877-805-6140) and ask specifically for Tina T[redacted] to resolve this. I also suggest [redacted] contact her back for the status of said check since we have never received any payment for services rendered on our end.
If you have question or want to speak with me, please feel free to call me directly at [redacted]
- Brian G[redacted]