Zenith Security Solutions

Zenith has offered time after time to assistant this customer with any issues she may be having in regards to her security system. We have successfully sent a tech out to analyze the security system and the report shows that it was 100% properly functioning during that time. If something has since changed, unknowingly to Zenith, we would love to be able to address it & even compensate this customer for any malfunctions during her monitoring service periods. I have attached a copy of the messages exchanged between more than one Zenith employee and this customer, showing the despite our hardest attempts to gain access to analyze the security system, this customer continues to refuse any sort of service. We understand that our customers time is valuable and that is why we have tried to be flexible and offer multiple time options set service. Still, the customer refuses to allow us access to the security system and declines all attempts for service.
 
At this time, all we can do is ask the customer once again, to allow Zenith to correct any of the issues she is having along with the opportunity to compensate her for any time that there may have been any lapse in monitoring service. Our records indicate that there has not been any lapse in monitoring and there the system functions properly to this day.

Complaint: [redacted]I am rejecting this response because: I do not believe I can  "co-sign" an...

account I did not authorize. And I am certain the company does not have my drivers license information or my signature on file!! Otherwise they would clearly see I do not live at this home. I never received any phone calls or any information at all to validate this account. The first time I heard of this company was when I received a credit alert stating they had to my great surprise ran my credit. When I called to inquire who they were I was  told me "everything was fine the account was not connected to me at all, it was all a mistake" and I would be notified in writing of the correction!   Just because my mother lives at this residents does not validate or authorize my consent to cosign? Nor should it connect me or my credit to this account! From what I've seen this company does whatever they need to do at whatever cost to get new accounts open! I do not live at that home nor was I present during the installment! I feel so violated, and it is not right that they can do as they wish, to access my credit information without my knowledge or consent. Especially at a residents that I haven't lived at for 3 years!!! They probably assumed I would never find out, and well I did and I am not happy! I take care of my credit and watch it very closely because of scammers like this company. Something must be done once and for all as this is not the first time I've heard complaints of this company running customers credit unauthorized it is such a scam. I will not settle until the issue is 100% corrected! I am tired of being taken advantage of by this company. I will do whatever I need to do to fight this injustice even if that includes taking legal action for this credit fraud. Sincerely,[redacted]

Good morning Mr. [redacted], I do show that Oscar reached out to you last night and offered to have a tech out to your home last night to install the drop cams along with an offer of 4 months free service for the inconvenience of the wait, which looks like you declined both offers. He did state you...

were wishing to just leave everything the way it is now and you did not want the drop cams installed but that you just wanted to fulfill your 36 months service as is. Let us know if you would like to take that offer so I can adjust your account and like Oscar said, we can have a tech out there to install the drop cameras for you today.
 Once again we apologize for the inconvenience and we hope to get you satisfied with your services. 
Thanks
Kim
Zenith Security

Complaint: [redacted]I am rejecting this response because: Odcar is a liar. I even follow up and all that as done was a report. He pushed his way in past my son to get in the door. I never wrote Oscar a check what so ever. I don't even own paper checks. I have written proof of the text messages where I told him not contact me and he continued. He also posted on Facebook the status of my account which is completely a breach of financial disclosure. He has also busted through my elderly neighbor threatening her and trying to get equipment that was not his. I have several witnesses. I want Oscar removed from the business and to correct the credit report. Sincerely,[redacted]

We have attached a copy of the agreement that was signed at the time of the installation. [redacted] was the one that provided us with all of the required information to add [redacted] to the account. We do not fill out contracts for the customers and therefore are not responsible for acquiring the needed information to add contacts and responsible parties to the security accounts. There have not been any issues or concerns noted on this account about the security system at any time in the entire past year that it has been active and monitored. I am sorry to now hear of these concerns. At no time have we been "known to be a scam or go to any lengths to open new accounts." We do not appreciate these unwarranted comments and do not take them lightly. Please bring proof of these previous vicious comments that were made in regards to the morals of Zenith Security and the methods of operation.  
The status of this particular account is currently over 90 days past due. If not attempts are made to bring this account current, it will be submitted to our collections department to have the monitoring terminated and the total amount due on the agreement will be owed and submitted to the local small claims court. 
 
Please revived the signed contract that is attached. 
 
Thank you 
Sara 
I do apologize I must of opened up the same old in box complaint I did not see that she responded. 
 
 
 
Regarding the response 
 
We have attached a copy of the agreement that was signed at the time of the installation. [redacted] was the one that provided us with all of the required information to add [redacted] to the account. We do not fill out contracts for the customers and therefore are not responsible for acquiring the needed information to add contacts and responsible parties to the security accounts. There have not been any issues or concerns noted on this account about the security system at any time in the entire past year that it has been active and monitored. I am sorry to now hear of these concerns. At no time have we been "known to be a scam or go to any lengths to open new accounts." We do not appreciate these unwarranted comments and do not take them lightly. Please bring proof of these previous vicious comments that were made in regards to the morals of Zenith Security and the methods of operation.  
The status of this particular account is currently over 90 days past due. If not attempts are made to bring this account current, it will be submitted to our collections department to have the monitoring terminated and the total amount due on the agreement will be owed and submitted to the local small claims court. 
 
Please revived the signed contract that is attached. 
 
Thank you 
Sara

This customer's issue was resolved. The door garage tilt sensors were connected to the panel when we shipped it to him. Shortly after, we found an error in the loop to the garage sensor so we promptly sent out a tech go in person and re loop the sensors. We then spoke to the Customer and he said he...

called to cancel the complaint once he knew the sensors was  properly connected to the panel. As far as the medical pendant that was mentioned, he declined on doing that since he was still under contract with ADT so he transferred that account to his mom's home and decided not to place the order on the GPS medical alert.

Complaint: [redacted]I am rejecting this response because:
They did not fix the problem, they did the same thing came looked and left. Without fixing anythingSincerely,[redacted]

I am not sure if you guys know the local manager who is running and installing this equipment. Of course the account is passed due my mother found out the unprofessionalism and the contract info and refuses to do buisness with your company. I suggest you look into the account a little further according to our records some "unknown" person made a credit card payment on that account as well that was not myself or my mother? Anyways do as you wish with this unauthorized account, as far as I am concerned this is not my responsibility and should it get reported and come up as negative under my name I will file fraud. If this is the way you want to do buisness so be it. Your contract does not prove anything, other then YOUR installer who wrote in my name I was not present for the install I don't live at that home more did I sign the contract, how is that not fraud? How is that not a scam? I feel as you do your company has opened an unauthorized account under my name, without my knowledge, without validating or verifying it with me! I feel completely violated and am angered at the entire situation! Your company will not take responsibility for anything, and of course your not going to have the two phone calls I made to clear this up. I can't seem to get anything resolved by phone, or through email. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Company Breached contract more than once also failed to tell the truth on the last report made to the Revdex.com. Breach number one, alarm went active in November of 2016 and deactivated within 26 sec. I had missed the call and no other attempt to contact was made. Also, no police showed up and nothing else happened afterwards. Carlos makes up time limitations at his own will. first it was 10 seconds then after he seen deactivation time claimed it was 30 seconds and when confronted said the 10 seconds was only an example. The contract states word for word "If no contact is made with either person, company will attempt to contact the appropriate responding agency." Contract does not state anything of a time after the alarm goes off. Breach number two, Monthly auto pay agreed upon within contract was not honored after the second month of service even after multiple attempts to contact. After they stated that they covered those months they did not charge me I was not provided with a proof of payment on account. Breach number three, Installed equipment is false during as the monthly charge. During installation we declined the key pad door [redacted] due to having brand new knobs installed prior so we requested a glass break alarm instead. That being said the extra charge for the door [redacted] functions do not apply at the 49.99 a month fee. Instead was suppose to be 46.99 and price has never been reduced since. Lie to Revdex.com number one, They previously claimed to Revdex.com on my last report that no other customer in WY has has this problem. My best friends, the [redacted], that signed up with us did and they will testify to that as well. Lie to Revdex.com number two, They claimed on the last report I made that they will reduce the monthly amount to 46.99 and I just got charged this morning for the 49.99 again.This company needs to own up to breaching this contract, not once but three times, and accept the fact that they have discontinued there own services with me. If nothing is done I will be taking legal action against this company and requesting a full refund for services that did not work as stated "IN THE CONTRACT." Also, the request that damages done to the home for installation of falsified equipment be repaired. This is a chance for the company to break clean with no aftermath and no request for refunds.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] To whom it may concern:
     Mr L[redacted] was misleading in his sale of Zenith Home Security.  He never verbally disclosed that I would need to obtain a permit for his services, and failed to go over an entire section of his contract that disclosed that. There was never mention of it.  When it became a problem, he said he would mail a check to me in the amount of $100 for the permit.  Two weeks later when I contacted him to ask where the check was, he told me that it was returned to him because he had "put the wrong zip code on the envelope". This was a weak attempt to cover the fact that he had not sent it, because according the the United States Postal Service, in a community the size of Cheyenne, the letter would have been delivered regardless of the incorrect zip code.   Im not sure why with this lack of attention to detail & professionalism to be responsible for my home or its contents, why I would transfer the remainder of my contact to my friends or family.
       Secondly, I would like to address that I requested a discontinuance of the auto-pay on this account.  I received a confirmation letter stating that no further funds would be withdrawn from my account. This request was ignored by Mr L[redacted].  When he chose to withdraw from my account again, he used false contact information in his ACH information. The contact information he supplied was for a home oxygen company in Florida.  When I contacted this company, they denied having me or any member of my household as a patient. They also denied having any affiliation with "advanced alert" the business name used by Mr L[redacted] to withdraw ACH funds.
Lastly, the amount of the burglar alarm permit was $100. There was never an anticipated increase in the fine of $200 to be issued for lack of compliance with obtaining the burglar alarm permit.  
I would be happy to provide any evidence of my position upon request.  Again, I feel that Mr L[redacted] grossly misrepresented his services
Thank you for your attention to this matter.
Sincerely, 
[redacted]

To whom it may concern:In response to Mr. [redacted]’ rejection letter he has 3 objections that he’s outlined. The first one is in reference to the way the monitoring company does its response procedure. Which I believe I cleared responded to last letter which is as follows:We have record of the alarm doing a self test every month. When he originally called to dispute his charges he referenced the alarm going off and no one calling him. I told him that there could be a couple of factors for that. One, could be to check the phone numbers to see if they coincide with his current phone numbers. Secondly and I quote”For example let’s say the alarm was set off, however, a family member puts in the user code in 10 seconds you won’t get a call because we assume it’s the home owner.  But let me do some follow up and see what happened.” I immediately called the monitoring station to review that event in question. The alarm had gone off on Nov 23, 2016 at 9:07 with 58secs and immediately deactivated at 9:08 with 26 seconds. Which, they don’t call out for alarms less than 30 seconds. I then called Mr. [redacted] to explain that there was no call because it was less than 30 seconds which is protocol and he went off saying that I lied to him because I had told him 10 seconds before. I explained that I did say 10 seconds but I used 10seconds  as an example and that he was taking it out of context. From there he just kept going around in circles about not paying nor wanting to pay for a contract he signed.  He may also feel free to call the monitoring company to get a their protocol on aborting calls if they disable the alarm within 30 secs. Objection number two, was the fact that they were charged 49.99 instead of 46.99 even though there was nothing written about a lowered rate we will reduce his rate to 46.99. He has made a total of 9 payments, so we have sent out a refund check (#[redacted]) $27.00 to reflect this change.  As for the final objection, of “something like this never happening” they referenced their friend the [redacted]. Who also signed up for the alarm system, they recognized they had signed up for a 36 month contract and paid off their entire alarm system. We offered to dismount their system but declined because they continue to use it for security purposes. As stated before we have and continue to monitor Michael [redacted]’s home, if he needs additional training we will send out a tech free of cost and use as much resources to assure him his system is functioning.   Carlos L[redacted]Zenith Security208-521-[redacted]

Complaint: [redacted]I am rejecting this response because:
No contact was physically ever made with Oscar. Just as the report stated no physical harm was ever done to him. I have two eye witnesses that can state what they saw. There has also been three it the people that have came forward with the claims against Oscar that he is making threats to them also. There were no services provided so the contract is not valid. Services were never rendered. This is unacceptable for a business person to handle themselves in this matter. Sincerely,[redacted]

Hello Ms [redacted],We are sorry to be hearing of your issues for the first time through this Revdex.com contact. Since last February 10th when we sent a tech out to fix the translator that your child disabled from the system, there have not been any attempts from you to contact us in regards to any...

issues you may have been having with the security system. We do wish that you would have called us at Zenith Security to request tech support and/or any help you may have been needing. We would have happily sent someone out to help you but without anyone contacting us to request any service, we have no way of knowing that you are having any issues with your account. As far as your billing, attached is your billing receipt from when you were set up. You were not charged more than just your monthly rate that was agreed in your signed documents. I am not sure what over charges you are referring too. Do you have any documents to show your wrongful billing to help us determine what you are referring to about your billing issue? We do have notes that you were still in a contract with your previous company that Zenith Security covered & paid your buy out for you.Please call our local office to schedule a tech to come out that fits your schedule. Like I mentioned before, without you contacting us to requesting a tech, or to address any account issues, we are unable to help you or correct any issues for you. Thank you,

We went to the customers home and got this fixed the same day it was opened. 
Please see attached.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

To whom it may concern:I understand that that [redacted] might feel a little frustrated that she didn't receive the $100 checkafter we spoke, however I did sent it off and it was returned to our mailing address for having a wrongzip code. I can't express enough that I did send it off, but because it was my fault we have acknowledgepaying the $200 total that is being requested. As previously noted we have made several attemptsbefore the 15th which she mentioned was the deadline before they increased the amount to $200. Sincethen I have called her several times to check up on her and we still stand behind our product andpromise to pay her permit fee but she needs to go in and sign the permit herself.As for the letter she received, that was a letter from Monitronics, who were previously handlingher billing indicating they would no longer do her billing. Therefore, Zenith Security will continue to doher billing for the remainder of the 36 month agreement. We do Auto debit from her checking accountlike she agreed to do from the beginning of her contract. We use this method for security purposesmakes it safer billing for her and us. However, she has the option to change her billing date or method ifshe would rather use a card or different checking account. We have used Advance Alert as our billingmerchant for years so for her to claim that we used false contact information its absurd. At the end ofthe day we are only doing what both parties have agreed to do, which is to do auto pay from herchecking account. If she absolutely needs to do paper billing we can have that arranged for her, I willget that set up this month to not let more time lapse without payment.We will continue to bill her account unless transfers her alarm to a friend or neighbor for theremainder of her contract. The other alternative we have offered the [redacted]'s is an early cancellationfee of $399 which is unprecedented. We would like to point out that this is much more affordable thanto pay the standard early termination fee of 75% of the remainder of the agreement.In response to [redacted]'s demand to cancel her agreement we have responded to both the Revdex.com andthe Attorney General's office in Wyoming with sufficient evidence to uphold our contract. She knowinglyentered into a 36 month agreement with Zenith Security. Throughout this whole process her house isand continues to be monitored with the upmost technology and professionalism.Carlos L[redacted]Zenith Security208-521-3621

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.    This is Mr. [redacted] I said that I will keep the service as it is, because your security agent Oscar said that if a cancel my contract with Zenith Security I will have to pay the remaining of 36 months, (I just sign the contract last month )service even of the braking contract f Zenith Security for incomplete service that was done to me as a costumer.     I found information from the original copy that Oscar send to me by email, both papers the original and my copies, some of the information is not the same.     It looks like Mr. S[redacted] wrote some more information after I sing the contract that I did not approve and It was not there when I sing the contract. Oscar send my the original copy but in my copy some very important information is not there. I think that is illegal to write more information after a customer sign a contract without an approval.         Note: I am really not satisfy with the incomplete service that you are probating to your customers and because of your mistakes,  you still want us to stay with you with the contract, even if is because of your mistakes and incomplete service that you are given to customers.        I will like to cancel the contract but I don't want Zenith Security to make me pay for the 36 months contract that I have not even used because of the incomplete service, and they make 3 appointments and never came to my house, not even a call from them  There is information in the original contract that appears after I sing the contract that Zeniths Security. In my original copies that information does not appear, and that information was not there at the moment that I sign the contract with Zenith Security.          To resolve this problem from Zeniths Security Service I will be more than satisfy if I can cancel the contract with out paying for the 36 months of the incomplete service.  Regards,[redacted]

Hello Mr. [redacted],
I would first like to again, apologize, for this situation. At no point was Zenith Security stating to be completed with your security equipment installation. We were waiting for back stocked cameras to be shipped out to add to your system, per the equipment agreed to on your paperwork. Zenith Security has attempted to install this equipment on more than one occasion but you continue to deny the services. Even as recently as within the last week.It sounds like you are fully aware of the terms that you agreed to on this contract and you are in fact responsible for the entire contract term.There was no new or additional information added to any paperwork that you did not already consent to or already sign off on.We at Zenith Security, entirely intended on following through with everything that you initially agreed to and would love the opportunity to be allowed to do so. In addition to adding the cameras for your security, we are willing to compensate you for the time that you waited on the equipment along with the additional compensation for this misunderstanding.  Please, Mr. [redacted], let us know a time that we can send out another tech to get this situation revolved for you. Feel free to contact me personally with any additional concerns.Thank you,Sara/Zenith Security

This customer was set up with the security system by Zenith Security almost three years ago. In 2014 the account became property of [redacted] and Zenith relinguished all rights and obligations of this account to [redacted] at that time. The past two years any and all monitoring, billing, customer...

service, tech support and any other client related issues or contact has needed to be directed to [redacted]. With this no longer being a customer of Zenith, there is nothing we can do but refer this customer to the proper company to help them. This is NOT a Zenith Security customer. 
[redacted] Customer service [redacted]
Please direct your calls and complaints to [redacted], not Zenith Security. If you call that number and provide them with your billing address or phone number they will be more than happy to assist you in anyway.
 
Thank you,
Sara

We have spoken with [redacted] recently and notified her that the military clause only works when the orders are for overseas. If they were to moved anywhere in the States we can move their entire system & service for free and they will still be liable for the contract. She informed us...

their old home they had the system put in they are currently renting it and the tenants do not want the system in their home. She also mentioned she will be moving into a new home this year and we told her we can re install it in her new home for free and in the mean while we could freeze her account to compensate during the move. She will be notifying us once they move into the new home and we notified her that we would be sending a tech to her rental home to disconnect the cell chip from her system so the tenants don’t set it off. [redacted]Zenith Security