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 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, 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-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, 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
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]
Complaint: [redacted] I am rejecting this response because: the agreement I see in this file was not the first agreement in at [redacted] ***, how can I sign a year agreement when my lease in this business was only for years and monthsThat was the time limit on the lease when I bought it from the previous holder of the lease at the locationI did not sign any other agreements with you for more yearsI don't know what kind of business you are running but this is called forgeryThe 2nd contract you claim for years, my lease in this new location is for 2years only, so why would I agree and sign a contract for years???? Sincerely, [redacted]
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
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
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/ On 6/2/16, we mailed another invoice showing the current charges of $and the past due amount of $that was over days past due The final demand was sent on 7/12/with a 10-day response that was signed by [redacted] on 7/26/ We also show record of nine dates of voice calls with two answered by [redacted] dating back to 7/18/ 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.OBox 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]
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 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, 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-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, 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
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]
Complaint: [redacted] I am rejecting this response because: the agreement I see in this file was not the first agreement in at [redacted] ***, how can I sign a year agreement when my lease in this business was only for years and monthsThat was the time limit on the lease when I bought it from the previous holder of the lease at the locationI did not sign any other agreements with you for more yearsI don't know what kind of business you are running but this is called forgeryThe 2nd contract you claim for years, my lease in this new location is for 2years only, so why would I agree and sign a contract for years???? Sincerely, [redacted]
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
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
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/ On 6/2/16, we mailed another invoice showing the current charges of $and the past due amount of $that was over days past due The final demand was sent on 7/12/with a 10-day response that was signed by [redacted] on 7/26/ We also show record of nine dates of voice calls with two answered by [redacted] dating back to 7/18/ 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.OBox 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]