I am writing with regard to a letter we received with regard to a complaint that was made to the Revdex.com about Amherst Alarm. Nowhere in our Residential Alarm System Agreement does it state that a client can cancel at any time, nor do we “boast that you can cancel at any time”. The client pays in...
advance for a year of service and in return receives a discount of one free month of service. She has already used 5 months of monitoring June thru October 2015, and the twelfth month is free. When the client advised us that she was moving next spring we reminded her that she needed to keep her home phone service in order to continue her monitoring service. She canceled her phone two days later. The consumer’s financial problems are not the fault of Amherst Alarm. However as a gesture of goodwill Amherst Alarm will assist the consumer in closing out the account and once completed will send her a prorated refund. If we can be of further assistance please feel free to contact me. Sincerely, Emaret E. Customer Service
As per our phone conversation, Amherst Alarm, Inc. was to address the concerns of Ms. [redacted] by retraining her on the viewing of history events of her system. The efforts to reach her did not yield a return call, so this has not happened. In fact this week, Ms. [redacted] called our office and requested...
to cancel her services with Amherst Alarm, Inc. Our technician was dispatched on an appointment to deactivate her system from Amherst Alarm, Inc. services. This process was completed as of this date. There are many circumstances regarding this series of events regarding Ms. [redacted], her pets, and her home. At no time was anything in jeopardy and all circumstances were dealt with in the best interests of Ms. [redacted]. This includes assistance from family members who acted in her best interest while she was unable to attend to necessities in her home. Amherst Alarm is not aware of any intrusions / police reports that would document the events listed in the Customer's Statement of the Problem. Please advise us of the result of your complaint investigation. Sincerely, Timothy C. CEO
Regarding the above complaint, our phone conversation and your letter of January 29, 2016; PLEASE NOTE: SOME OF THE INFORMATION CONTAINED IN ATTACHED REPORTS CONTAINS SENSITIVE INFORMATION, USER NAMES, PASSCODES, WIFI SSID's, and some words used by client for these may be offensive to some. Amherst Alarm provides remote interactive services through a third party provider, [redacted].com. This company provides the communications via cellular radio transmitter to their Network Operating Center (NOC), at which [redacted].com maintains computer hardware / servers that provide the services for alarm communications, remote access of systems and storage of account history. Amherst Alarm does not own or operate the NOC, and has no control over how long data is maintained in their servers. The standard storage time for clients review is 60 days. See attached info from [redacted].com - Section 2 - Remote Monitoring & Control. 60 Days of history is available to the client. After speaking to representatives of [redacted].com, Amherst Alarm has been able to get more than standard data from the [redacted].com server database because of these extra efforts. We now have available data from [redacted].com that shows Event History of 60 days, Account History from December 2014 to December 2015, and Login History from December 2014 to December 2015. Also included with this response is a report from our internal service management program, in which our customer service staff documents service requests and action taken to assist clients. The attached report documents the many times that Ms. [redacted] was assisted by our service department staff. The vast majority of which are dealing with password changes, password resets, User code changes, and not knowing her password, These notes align with the [redacted].com reports showing activity and or the lack of activity. In an effort to identify any actual burglary events that have been described by Ms. [redacted], I turned to the Amherst Police Department for any information that they may have. The Detective Bureau of the Amherst Police Department was contacted for assistance on this. Detective [redacted] stated he notes 14 events in 2015 and 3 in 2016, in which the Amherst Police responded to [redacted]. He stated that the information provided did not warrant any further investigation other than the officer's report. He mentioned that if needed a Freedom of Information Act request could be filed with the Amherst Police, Assistant Chief of Police to obtain more information. When Ms. [redacted] requested that her service be terminated, we arranged for a technician to visit her home and deactivate services. Part of the process, which is the same for any of our clients, is to remove the cellular alarm radio transmitter, which sends alarm signals, from the system. The system still functions as local alarm. When a system is installed, that is the only piece of hardware that is not sold to the client. As you can see, we have provided the needed support and assistance requested to Ms. [redacted] during her time as a client. The information shows an extremely active account with a much higher than normal rate of user name, code and password changes. This may be a contributing factor to the perception that someone else is changing these things. Please advise us of the result of your complaint investigation or if you require any clarification of the information provided. Sincerely, Timothy C. CEO
I am writing with regard to a letter we received with regard to a complaint that was made to the Revdex.com about Amherst Alarm. Nowhere in our Residential Alarm System Agreement does it state that a client can cancel at any time, nor do we “boast that you can cancel at any time”. The client pays in...
advance for a year of service and in return receives a discount of one free month of service. She has already used 5 months of monitoring June thru October 2015, and the twelfth month is free. When the client advised us that she was moving next spring we reminded her that she needed to keep her home phone service in order to continue her monitoring service. She canceled her phone two days later. The consumer’s financial problems are not the fault of Amherst Alarm. However as a gesture of goodwill Amherst Alarm will assist the consumer in closing out the account and once completed will send her a prorated refund. If we can be of further assistance please feel free to contact me. Sincerely, Emaret E. Customer Service
As per our phone conversation, Amherst Alarm, Inc. was to address the concerns of Ms. [redacted] by retraining her on the viewing of history events of her system. The efforts to reach her did not yield a return call, so this has not happened. In fact this week, Ms. [redacted] called our office and requested...
to cancel her services with Amherst Alarm, Inc. Our technician was dispatched on an appointment to deactivate her system from Amherst Alarm, Inc. services. This process was completed as of this date. There are many circumstances regarding this series of events regarding Ms. [redacted], her pets, and her home. At no time was anything in jeopardy and all circumstances were dealt with in the best interests of Ms. [redacted]. This includes assistance from family members who acted in her best interest while she was unable to attend to necessities in her home. Amherst Alarm is not aware of any intrusions / police reports that would document the events listed in the Customer's Statement of the Problem. Please advise us of the result of your complaint investigation. Sincerely, Timothy C. CEO
Regarding the above complaint, our phone conversation and your letter of January 29, 2016; PLEASE NOTE: SOME OF THE INFORMATION CONTAINED IN ATTACHED REPORTS CONTAINS SENSITIVE INFORMATION, USER NAMES, PASSCODES, WIFI SSID's, and some words used by client for these may be offensive to some. Amherst Alarm provides remote interactive services through a third party provider, [redacted].com. This company provides the communications via cellular radio transmitter to their Network Operating Center (NOC), at which [redacted].com maintains computer hardware / servers that provide the services for alarm communications, remote access of systems and storage of account history. Amherst Alarm does not own or operate the NOC, and has no control over how long data is maintained in their servers. The standard storage time for clients review is 60 days. See attached info from [redacted].com - Section 2 - Remote Monitoring & Control. 60 Days of history is available to the client. After speaking to representatives of [redacted].com, Amherst Alarm has been able to get more than standard data from the [redacted].com server database because of these extra efforts. We now have available data from [redacted].com that shows Event History of 60 days, Account History from December 2014 to December 2015, and Login History from December 2014 to December 2015. Also included with this response is a report from our internal service management program, in which our customer service staff documents service requests and action taken to assist clients. The attached report documents the many times that Ms. [redacted] was assisted by our service department staff. The vast majority of which are dealing with password changes, password resets, User code changes, and not knowing her password, These notes align with the [redacted].com reports showing activity and or the lack of activity. In an effort to identify any actual burglary events that have been described by Ms. [redacted], I turned to the Amherst Police Department for any information that they may have. The Detective Bureau of the Amherst Police Department was contacted for assistance on this. Detective [redacted] stated he notes 14 events in 2015 and 3 in 2016, in which the Amherst Police responded to [redacted]. He stated that the information provided did not warrant any further investigation other than the officer's report. He mentioned that if needed a Freedom of Information Act request could be filed with the Amherst Police, Assistant Chief of Police to obtain more information. When Ms. [redacted] requested that her service be terminated, we arranged for a technician to visit her home and deactivate services. Part of the process, which is the same for any of our clients, is to remove the cellular alarm radio transmitter, which sends alarm signals, from the system. The system still functions as local alarm. When a system is installed, that is the only piece of hardware that is not sold to the client. As you can see, we have provided the needed support and assistance requested to Ms. [redacted] during her time as a client. The information shows an extremely active account with a much higher than normal rate of user name, code and password changes. This may be a contributing factor to the perception that someone else is changing these things. Please advise us of the result of your complaint investigation or if you require any clarification of the information provided. Sincerely, Timothy C. CEO