Zeplin Security Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This response from Zeplin's Security Group is unacceptable, unprofessional and does not tell the whole storyIn their response to our Revdex.com complaint, Zeplin's Security Group referred to us, a year business customer, as "nothing but trouble" but what happened to the philosophy of "the customer is always right"? Unlike Zeplin's Security Group we are an "Accredited" A+ Revdex.com member and we value our reputation as well as our best asset, our customers Zeplin's Security Group called us "nothing but trouble" because of the incompetence of "their" billing departmentThey ran the "same" credit card times using an incorrect billing addressFor the record we did not give them different credit cards to run different timesBecause they made that accusation, we ask that they please provide proof that we gave them different credit cards to charged, five different times and that any card declined because of lack of funds as insinuated in their response letter to the Revdex.comFor the record, my employee does recall giving Stephanie an updated credit card to run and yes, they did run it times with the wrong billing address hence the reason for the decline and frustration on Stephanie S [redacted] s endThe very next day we informed Stephanie that she did not have the proper billing address and the card on file ran just fineWe even have an email from Stephanie apologizing for the confusion on their end due to the previous girl having the wrong billing address on fileA copy of this email can be provided upon request, with permission from Zeplin's Security Group Let the facts be known that we have never given Zeplin's Security Group our billing address as our warehouse address that they monitored but they tried to use that address anyways We have been using the same billing address for our business for the last yearsThey would have had to have this on file for the last years for our credit cards to be runProper credit card address verification is credit card fraud prevention In this day and age, business credit cards get compromised quite often and it is periodically necessary to update credit cards that are kept on file for reoccurring paymentsThis is where our problems have always been with Zeplin's Security GroupIn years of doing business with them, they have never answered their phone in their billing department and they seldom return phone calls in a timely mannerFor customer convenience, most businesses now provide a secure website where credit card information can be changed when the billing department is not available What kind of business waits months to let their customer know they are having a billing issue? We have people answering our business phones from 8am to 5pm, Monday through Friday and we return all missed calls in a timely manner, the same day if possibleEven though there was a billing issue on their end, there were no calls or messages from Zeplin's Security Group for months until Stephanie contacted our company to get an updated credit card only to be run again times with the incorrect billing addressStephanie then called my personal cell phone and sent me an email to let me know that they were going to possibly disconnect our serviceI monitor my cell phone and email at least hours a day and we only received one call from her on 8/28/ at 4pm on a Friday afternoonWe called her as soon as we received the message and of course there was no answer, so we left a messageWe still have her recorded message with a date and time stamp to prove it We wondered all weekend if we were going to have security protection at our warehouse Another instance to the incompetent billing issues with the Zeplin's Security Group billing department is clearly documented by their information sent to the Revdex.com in response to our complaintTheir billing department is supposed to bill us $monthly, as stated in the same contract dated over years ago Our records and their email shows that we were being billed $monthly by a prior employee named Hope Then the charges stoppedFour months later, as per the documented email sent by Stephanie S [redacted] on 8/31/15, Stephanie S [redacted] charged our card $108.00, and accidentally charged the card twiceAccording to our contract that automatically renewed to "similar terms", Zeplin's Security Group was supposed to charge us $monthly, not $per month and we do not recall being notified of a rate increase Why would Zeplin's Security Group wait months to contact us, only to overcharge our card the wrong amount and then threaten to cancel our service right before a weekend? All because they did not use the correct billing address for the new credit card on file? Why did Zeplin's Security Group wait almost months, until October 29th, to respond to our email notifying them that we would be hiring a new monitoring company? It is our opinion that the wording on their contract "After the initial term, the monitoring services will automatically renew for successive similar terms" is extremely vague, unclear and seams almost predatory in nature For the record, we did express our dissatisfaction with Hope in their previous billing department and told her numerous times that we would not be renewing our contractPlease show us where and if a cancellation policy is specified on the original contract We could not find a cancellation policy because the copy of the contract provided to us and the Revdex.com was cut off at the endWhy didn't Zeplin's Security Group send a complete copy of the contract and why is the bottom of the copy cut off, at the bottom of the page, right before the ambiguous automatic renewal clause? If the cancellation policy resides on the cut off portion of the contract, we would certainly stand corrected If there is not a cancellation policy on the contract, it would be highly frowned upon and in some cases, disputable by most major credit card companiesEither way, it does not account for the billing mistakes and lack of response from their billing department over the last plus years Zeplin's Security Group sent us a letter requiring $ to cancel their contractBecause we always pay our bills and the nature of the Pennsylvania contract laws, we promptly sent a check, even after we have repeatedly told the billing department for years that we would not be renewing our contractIf cancellation was required in writing, it should be clearly specified on the contract before it auto-renewed Even though this type of contract and business practice may be approved by the Commonwealth of PA and the Attorney General's office we do not think it is fair to the customer, so once again, "Buyer Beware" is justified to anyone signing contracts in PennsylvaniaWe will be writing our congressman After the email on 8/28/and before writing our complaint to the Revdex.com, we had a new security system installed and contracted a new monitoring service so Zeplin's Security Group is no longer providing us monitoring serviceWhen sending our check we wrote a letter asking Zeplin's Security Group to do what we feel is the right thing and cancel the contract without feeIn our opinion, if Zeplin's Security Group is a reputable company, they will do the right thing by their long term customer and cancel this contract without fee, and send our check back We also feel Zeplin's Security Group should also retract their negative response to the Revdex.com insinuating that our business is "shady" and "nothing but trouble" as this only worsens an unfavorable situation Prior to your consideration of Zeplin’s response, we ask that the Revdex.com to ask for proof of the following: Documents from their credit card merchant showing that they ran different credit cards different times and they were all declined because of any fault of ours(A wrong billing address or compromised credit card is no fault of ours, especially when you can't get in touch with their billing department.) Phone records indicating when they placed unanswered calls to us to resolve the billing issue Proof that we informed or agreed to a $monthly fee as part of the automatically renewed contract that is supposed to be "similar" to the original contract Proof of a "cancellation policy" to end the contract that we signed with Zeplin's Security Group on July 11, In our opinion that they won’t and can’t provide these documents because we feel they made this part up to justify the enforcement of the contract Their slanderous comments about our credit cards being declined are ridiculous They have always had a working credit card on file, they were simply using the incorrect billing address They went months without charging the card on file or calling us to indicate that there was a billing problem We have dozens of vendors that are setup on auto bill and we have never had to deal with such an inept billing department before The same card in question was being used daily for numerous other vendors that actually know how to do recurring billing Their inability to properly charge our card and failure to communicate with us about the issue is what has caused this conflict The letter that Zeplin's Security Group provided you plainly shows that the billing fiasco was their own mistake It also proves that as soon as we were made aware of the situation, we reacted immediately to resolve it Once it was determined that they were no longer capable of providing us the contracted services, we went ahead and sent the $fee that their predatory contract provided for We feel the only reasonable resolution to this matter is to void the contract and return the $fee Their failure to be able to perform a simple recurring $25/mo credit card charge and the inability for their customers to reach their billing department, is the reason we are asking to be released from the contract without penalty Zeplin's Security Group was not able to provide a timely or competent billing service for the contract as promised, therefore the contract should be voided and we can both go our separate ways.Regards, [redacted]

October 29, 2015Enclosed is a copy of the contract, we have underlined the agreement termsThis customer has been nothing but troubleOne example: we tried to put through their credit card payment five times and five times it was declinedhave tried to be reasonable with these people but to no avail.We are enclosing a copy of the email which is dated August 28, that we sent to themI would like to comment on their "buyers beware" remarkFirst of all, our contracts are approved by the Commonwealth of PA as well as the Attorney General's officeConcerning the "shady' comment, we have received five different credit cards from this business and all five were declined for payment processingI had to call back five times to get the information each time and then stopped trying to processThe service we are providing to [redacted] is alarm monitoringThis is what protects their business from break-in's and that is what we are providing for a monthly chargeRegards, Stephanie S

December 18, Dear [redacted] : [redacted] phoned for a service call based on the fact that the keypad she had she could not disarmWe informed her that the panel and keypad were obsolete and couldn't be purchased and needed upgradedWe found a used keypad and put it in her house so she could at least turn system on and offThat keypad is still there.The invoice she is talking about was for us to trouble shoot the panel and also replace the keypad she had [redacted] has been extremely unreasonable.I am also enclosing a copy of the agreement with the day cancellationPlease read the section marked takeover plus other numerous sections in the agreementI also need to point out that this is a year term from the date of the agreementAfter the initial term this will automatically renew which takes her through January of Please review this paperwork and if you have any questions please feel free to call meRegards, Fred ZOwner

Complaint: ***
I am rejecting this response because:
-------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Wed, Jan 6, at 2:PMSubject: Fwd: Revdex.com case : ID # ***- Zeplin Security CompanyTo: *** ***
---------- Forwarded message ----------From: *** *** Date: Wed, Jan 6, at 12:PMSubject: Revdex.com case : ID # ***- Zeplin Security CompanyTo: [email protected]
From:
*** * ***
*** *** ***
Camp Hill PA ***
###-###-####
###-###-#### (use this Tel# Dec 8, 2015-May 8, 2016)
e-mail:***@***.net
TO: Revdex.com, K StNW, 10th Floor Washington, DC 20005-
SUBJECT: Re: Revdex.com ID # ***- Zeplin Security Company
Attachment: Letter from Fred Z*** to *** *** dated Sept18th, 2015, in which Fred Z***, owner of Zeplin Security Group, acknowledges that the security system has not been working
Regarding the subject complaint, I have reviewed the December 18th reply from the Zeplin Security Company, along with the attached agreement I signed in concerning my alarm system. Unfortunately, MrZeplin’s letter is unresponsive to my complaint concerning the following:
1) My home security system was not repaired, yet two employees of Zeplin Security Company led me to believe it had been repaired;
2) In my belief that the system was working (even though I later learned it was not) I continued to use a non-functional keypad and pre-pay for the security services of the Zeplin Security Company from May through September
I wish to provide additional information to support my complaint, including an attached letter to me from MrFred Z***, dated September 18th, 2015. As can be seen in the attached letter, MrZeplin stated:
“I was surprised to hear that you said no one told you that your system didn’t work.”
In May 2015, one of your employees spent several hours at my house, most of the time on the telephone with MrZeplin being told what to do, and a “new but used” key pad was installed. Another employee was sent several days later to show me how to use the keypad. That, of course, indicated to me that my system was working. Why else would someone be sent to show me how to use the keypad? On the basis of the assumption that my alarm system was working, I continued to use the keypad as directed, and made additional payments for the service, as I had for many years
As such, it was deeply troubling to me to learn months after the fact that while the keypad appeared to work, the system to which it was supposedly connected did not work. This information was never conveyed to me, and yet Zeplin Security Group continued to accept my payments while providing no service whatsoever.
I am asking for resolution on two matters:
A. The so-called “repair” of my system did not take place, yet I was led to believe it had. Neither of two Zeplin Security Group employees seemed to have sufficient technical knowledge to repair the system or to know that my system was not working; thus, I fail to see why I should pay the repair bill of $345. (Had the employees you sent been sufficiently competent to know what they were doing & conveyed to me that despite their work, they could not fix the system, I would fully understand why I owed a repair fee. Moreover, at that time, the Zeplin Security Group should offered the option of terminating my contract or purchasing new equipment to continue their service and ensure my personal and household security; this was not done.)
B. I would like to be reimbursed for the pre-payments (3x 86.25=$258.75)I made for service that I did not receive
I can assure the Revdex.com that I am deeply disappointed that I have had to resort to filing a complaint about a company that for many years in the past provided competent and professional serviceThank you for your assistance in trying to resolve my complaint
Sincerely,
*** ** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This response from Zeplin's Security Group is unacceptable,
unprofessional and does not tell the whole storyIn their response to our Revdex.com
complaint, Zeplin's Security Group referred to us, a year business customer, as
"nothing but trouble" but what happened to the philosophy of
"the customer is always right"? Unlike Zeplin's Security Group we are
an "Accredited" A+ Revdex.com member and we value our
reputation as well as our best asset, our customers
Zeplin's Security Group called us "nothing but trouble"
because of the incompetence of "their" billing departmentThey ran the
"same" credit card times using an incorrect billing addressFor
the record we did not give them
different credit cards to run different timesBecause they made that
accusation, we ask that they please provide proof that we gave them different
credit cards to charged, five different times and that any card declined
because of lack of funds as insinuated in their response letter to the Revdex.comFor
the record, my employee does recall giving Stephanie an updated credit card to
run and yes, they did run it times with the wrong billing address hence the
reason for the decline and frustration on Stephanie S*s endThe very
next day we informed Stephanie that she did not have the proper billing address
and the card on file ran just fineWe even have an email from Stephanie apologizing
for the confusion on their end due to the previous girl having the wrong
billing address on fileA copy of this email can be provided upon request,
with permission from Zeplin's Security Group Let the facts be known that we have never
given Zeplin's Security Group our billing address as our warehouse address that
they monitored but they tried to use that address anyways. We have been using the same billing address for
our business for the last yearsThey would have had to have this on file for
the last years for our credit cards to be runProper credit card address
verification is credit card fraud prevention
In this day and age, business credit cards get compromised
quite often and it is periodically necessary to update credit cards that are
kept on file for reoccurring paymentsThis is where our problems have always
been with Zeplin's Security GroupIn years of doing business with them, they
have never answered their phone in their billing department and they seldom
return phone calls in a timely mannerFor customer convenience, most businesses
now provide a secure website where credit card information can be changed when
the billing department is not available.
What kind of business waits months to let their customer
know they are having a billing issue? We have people answering our business phones
from 8am to 5pm, Monday through Friday and we return all missed calls in a
timely manner, the same day if possibleEven though there was a billing issue
on their end, there were no calls or messages from Zeplin's Security Group for
months until Stephanie contacted our company to get an updated credit card
only to be run again times with the incorrect billing addressStephanie then
called my personal cell phone and sent me an email to let me know that they
were going to possibly disconnect our serviceI monitor my cell phone and
email at least hours a day and we only received one call from her on 8/28/
at 4pm on a Friday afternoonWe called her as soon as we received the message
and of course there was no answer, so we left a messageWe still have her
recorded message with a date and time stamp to prove it. We wondered all weekend if we were going to
have security protection at our warehouse
Another instance to the incompetent billing issues with the
Zeplin's Security Group billing department is clearly documented by their
information sent to the Revdex.com in response to our complaintTheir billing
department is supposed to bill us $monthly, as stated in the same contract dated
over years ago Our records and their
email shows that we were being billed $monthly by a prior employee named
Hope. Then the charges stoppedFour
months later, as per the documented email sent by Stephanie S*** on
8/31/15, Stephanie S*** charged our card $108.00, and accidentally charged
the card twiceAccording to our contract that automatically renewed to
"similar terms", Zeplin's Security Group was supposed to charge us
$monthly, not $per month and we do not recall being notified of a rate
increase. Why would Zeplin's Security
Group wait months to contact us, only to overcharge our card the wrong amount
and then threaten to cancel our service right before a weekend? All because
they did not use the correct billing address for the new credit card on file? Why
did Zeplin's Security Group wait almost months, until October 29th, to
respond to our email notifying them that we would be hiring a new monitoring
company?
It is our opinion that the wording on their contract "After
the initial term, the monitoring services will automatically renew for
successive similar terms" is extremely vague, unclear and seams almost
predatory in nature For the record, we
did express our dissatisfaction with Hope in their previous billing department
and told her numerous times that we would not be renewing our contractPlease
show us where and if a cancellation policy is specified on the original contract
We could not find a cancellation policy because the copy of the contract
provided to us and the Revdex.com was cut off at the endWhy didn't Zeplin's Security
Group send a complete copy of the contract and why is the bottom of the copy
cut off, at the bottom of the page, right before the ambiguous automatic
renewal clause? If the cancellation policy resides on the cut off portion of
the contract, we would certainly stand corrected. If there is not a cancellation policy on the contract,
it would be highly frowned upon and in some cases, disputable by most major credit
card companiesEither way, it does not account for the billing mistakes and lack
of response from their billing department over the last plus years
Zeplin's Security Group sent us a letter requiring $
to cancel their contractBecause we always pay our bills and the nature of the
Pennsylvania contract laws, we promptly sent a check, even after we have
repeatedly told the billing department for years that we would not be renewing
our contractIf cancellation was required in writing, it should be clearly
specified on the contract before it auto-renewed. Even though this type of contract and
business practice may be approved by the Commonwealth of PA and the Attorney
General's office we do not think it is fair to the customer, so once again,
"Buyer Beware" is justified to anyone signing contracts in
PennsylvaniaWe will be writing our congressman
After the email on 8/28/and before writing our complaint
to the Revdex.com, we had a new security system installed and contracted a new
monitoring service so Zeplin's Security Group is no longer providing us monitoring
serviceWhen sending our check we wrote a letter asking Zeplin's Security
Group to do what we feel is the right thing and cancel the contract without
feeIn our opinion, if Zeplin's Security Group is a reputable company, they
will do the right thing by their long term customer and cancel this contract
without fee, and send our check back. We
also feel Zeplin's Security Group should also retract their negative response
to the Revdex.com insinuating that our business is "shady" and "nothing
but trouble" as this only worsens an unfavorable situation
Prior to your consideration of
Zeplin’s response, we ask that the Revdex.com to ask for proof of
the following:
Documents
from their credit card merchant showing that they ran different credit
cards different times and they were all declined because of any fault of
ours(A wrong billing address or compromised credit card is no fault of
ours, especially when you can't get in touch with their billing
department.)
Phone
records indicating when they placed unanswered calls to us to resolve
the billing issue
Proof
that we informed or agreed to a $monthly fee as part of the automatically
renewed contract that is supposed to be "similar" to the
original contract
Proof
of a "cancellation policy" to end the contract that we signed
with Zeplin's Security Group on July
11, 2011.
In our opinion that they won’t and
can’t provide these documents because we feel they made this part up to justify
the enforcement of the contract. Their
slanderous comments about our credit cards being declined are ridiculous. They have always had a working credit card on
file, they were simply using the incorrect billing address. They went months without charging the card
on file or calling us to indicate that there was a billing problem. We have dozens of vendors that are setup on
auto bill and we have never had to deal with such an inept billing department
before. The same card in question was
being used daily for numerous other vendors that actually know how to do
recurring billing. Their inability to
properly charge our card and failure to communicate with us about the issue is
what has caused this conflict. The
letter that Zeplin's Security Group provided
you plainly shows that the billing fiasco was their own mistake. It also proves that as soon as we were made
aware of the situation, we reacted immediately to resolve it. Once it was determined that they were no
longer capable of providing us the contracted services, we went ahead and sent
the $fee that their predatory contract provided for. We feel the only reasonable resolution to
this matter is to void the contract and return the $fee
Their failure to be able to perform a simple
recurring $25/mo credit card charge and the inability for their customers to
reach their billing department, is the reason we are asking to be released from
the contract without penalty. Zeplin's Security Group was
not able to provide a timely or competent billing service for the contract as
promised, therefore the contract should be voided and we can both go our
separate ways.Regards,
*** ***

Complaint: ***
I am rejecting this response because:-------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Wed, Jan 6, at 2:PMSubject: Fwd: Revdex.com case : ID # ***- Zeplin Security CompanyTo: *** *** ---------- Forwarded message ----------From: *** *** Date: Wed, Jan 6, at 12:PMSubject: Revdex.com case : ID # ***- Zeplin Security CompanyTo: [email protected]: *** * *** *** ***Camp Hill PA *** ###-###-#######-###-#### (use this Tel# Dec 8, 2015-May 8, 2016)e-mail:***@***.net TO: Revdex.com, K StNW, 10th Floor Washington, DC 20005-3404 SUBJECT: Re: Revdex.com ID # ***- Zeplin Security Company Attachment: Letter from Fred Z*** to *** *** dated Sept18th, 2015, in which Fred Z***, owner of Zeplin Security Group, acknowledges that the security system has not been working. Regarding the subject complaint, I have reviewed the December 18th reply from the Zeplin Security Company, along with the attached agreement I signed in concerning my alarm system. Unfortunately, MrZeplin’s letter is unresponsive to my complaint concerning the following: 1) My home security system was not repaired, yet two employees of Zeplin Security Company led me to believe it had been repaired; 2) In my belief that the system was working (even though I later learned it was not) I continued to use a non-functional keypad and pre-pay for the security services of the Zeplin Security Company from May through September 2015. I wish to provide additional information to support my complaint, including an attached letter to me from MrFred Z***, dated September 18th, 2015. As can be seen in the attached letter, MrZeplin stated: “I was surprised to hear that you said no one told you that your system didn’t work.” In May 2015, one of your employees spent several hours at my house, most of the time on the telephone with MrZeplin being told what to do, and a “new but used” key pad was installed. Another employee was sent several days later to show me how to use the keypad. That, of course, indicated to me that my system was working. Why else would someone be sent to show me how to use the keypad? On the basis of the assumption that my alarm system was working, I continued to use the keypad as directed, and made additional payments for the service, as I had for many years. As such, it was deeply troubling to me to learn months after the fact that while the keypad appeared to work, the system to which it was supposedly connected did not work. This information was never conveyed to me, and yet Zeplin Security Group continued to accept my payments while providing no service whatsoever. I am asking for resolution on two matters:A. The so-called “repair” of my system did not take place, yet I was led to believe it had. Neither of two Zeplin Security Group employees seemed to have sufficient technical knowledge to repair the system or to know that my system was not working; thus, I fail to see why I should pay the repair bill of $345. (Had the employees you sent been sufficiently competent to know what they were doing & conveyed to me that despite their work, they could not fix the system, I would fully understand why I owed a repair fee. Moreover, at that time, the Zeplin Security Group should offered the option of terminating my contract or purchasing new equipment to continue their service and ensure my personal and household security; this was not done.) B. I would like to be reimbursed for the pre-payments (3x 86.25=$258.75)I made for service that I did not receive. I can assure the Revdex.com that I am deeply disappointed that I have had to resort to filing a complaint about a company that for many years in the past provided competent and professional service.Thank you for your assistance in trying to resolve my complaint. Sincerely,*** ** ***

October 29, 2015Enclosed is a copy of the contract, we have underlined the agreement termsThis customer has been nothing but troubleOne example: we tried to put through their credit card payment five times and five times it was declinedhave tried to be reasonable with these people but to no
avail.We are enclosing a copy of the email which is dated August 28, that we sent to themI would like to comment on their "buyers beware" remarkFirst of all, our contracts are approved by the Commonwealth of PA as well as the Attorney General's officeConcerning the "shady' comment, we have received five different credit cards from this business and all five were declined for payment processingI had to call back five times to get the information each time and then stopped trying to processThe service we are providing to *** is alarm monitoringThis is what protects their business from break-in's and that is what we are providing for a monthly charge.Regards,Stephanie S

December 18, 2015Dear *** ***:*** *** phoned for a service call based on the fact that the keypad she had she could not disarmWe informed her that the panel and keypad were obsolete and couldn't be purchased and needed upgraded.We found a used keypad and put it in her house so she could at
least turn system on and offThat keypad is still there.The invoice she is talking about was for us to trouble shoot the panel and also replace the keypad she had*** *** has been extremely unreasonable.I am also enclosing a copy of the agreement with the day cancellationPlease read the section marked takeover plus other numerous sections in the agreement.I also need to point out that this is a year term from the date of the agreementAfter the initial term this will automatically renew which takes her through January of 2017.Please review this paperwork and if you have any questions please feel free to call me.Regards,Fred Z.Owner

Bad service, Customer is always wrong! Filing Complaint with Attorney GeneralI purchased the equipment...and can not have the master code per the ownerMonitoring service price goes up...service goes downThe last time we had an alarm...got a call from the monitoring service- they no longer ask for our passwordWhat's the point of having it monitored?

October 29, 2015Enclosed is a copy of the contract, we have underlined the agreement terms. This customer has been nothing but trouble. One example: we tried to put through their credit card payment five times and five times it was declined. have tried to be reasonable with these people...

but to no avail.We are enclosing a copy of the email which is dated August 28, 2015 that we sent to them. I would like to comment on their "buyers beware" remark. First of all, our contracts are approved by the Commonwealth of PA as well as the Attorney General's office. Concerning the "shady' comment, we have received five different credit cards from this business and all five were declined for payment processing. I had to call back five times to get the information each time and then stopped trying to process. The service we are providing to [redacted] is alarm monitoring. This is what protects their business from break-in's and that is what we are providing for a monthly charge.
Regards,
Stephanie S

December 18, 2015
Dear [redacted]:
[redacted] phoned for a service call based on the fact that the keypad she had she could not disarm. We informed her that the panel and keypad were obsolete and couldn't be purchased and needed upgraded.
We found a used keypad and put it in...

her house so she could at least turn system on and off. That keypad is still there.The invoice she is talking about was for us to trouble shoot the panel and also replace the keypad she had. [redacted] has been extremely unreasonable.I am also enclosing a copy of the agreement with the 3 day cancellation. Please read the section marked takeover plus other numerous sections in the agreement.
I also need to point out that this is a 3 year term from the date of the agreement. After the initial term this will automatically renew which takes her through January of 2017.
Please review this paperwork and if you have any questions please feel free to call me.
Regards,
Fred Z.
Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This response from Zeplin's Security Group is unacceptable,
unprofessional and does not tell the whole story. In their response to our Revdex.com
complaint, Zeplin's Security Group referred to us, a 4 year business customer, as
"nothing but trouble" but what happened to the philosophy of
"the customer is always right"? Unlike Zeplin's Security Group we are
an "Accredited" A+ Revdex.com member and we value our
reputation as well as our best asset, our customers.
Zeplin's Security Group called us "nothing but trouble"
because of the incompetence of "their" billing department. They ran the
"same" credit card 5 times using an incorrect billing address. For
the record we did not give them
5 different credit cards to run 5 different times. Because they made that
accusation, we ask that they please provide proof that we gave them 5 different
credit cards to charged, five different times and that any card declined
because of lack of funds as insinuated in their response letter to the Revdex.com. For
the record, my employee does recall giving Stephanie an updated credit card to
run and yes, they did run it 5 times with the wrong billing address hence the
reason for the decline and frustration on Stephanie S[redacted]s end. The very
next day we informed Stephanie that she did not have the proper billing address
and the card on file ran just fine. We even have an email from Stephanie apologizing
for the confusion on their end due to the previous girl having the wrong
billing address on file. A copy of this email can be provided upon request,
with permission from Zeplin's Security Group.  Let the facts be known that we have never
given Zeplin's Security Group our billing address as our warehouse address that
they monitored but they tried to use that address anyways.  We have been using the same billing address for
our business for the last 40 years. They would have had to have this on file for
the last 4 years for our credit cards to be run. Proper credit card address
verification is credit card fraud prevention 101.
In this day and age, business credit cards get compromised
quite often and it is periodically necessary to update credit cards that are
kept on file for reoccurring payments. This is where our problems have always
been with Zeplin's Security Group. In 4.5 years of doing business with them, they
have never answered their phone in their billing department and they seldom
return phone calls in a timely manner. For customer convenience, most businesses
now provide a secure website where credit card information can be changed when
the billing department is not available. 
What kind of business waits 4 months to let their customer
know they are having a billing issue? We have 3 people answering our business phones
from 8am to 5pm, Monday through Friday and we return all missed calls in a
timely manner, the same day if possible. Even though there was a billing issue
on their end, there were no calls or messages from Zeplin's Security Group for
4 months until Stephanie contacted our company to get an updated credit card
only to be run again 5 times with the incorrect billing address. Stephanie then
called my personal cell phone and sent me an email to let me know that they
were going to possibly disconnect our service. I monitor my cell phone and
email at least 16 hours a day and we only received one call from her on 8/28/15
at 4pm on a Friday afternoon. We called her as soon as we received the message
and of course there was no answer, so we left a message. We still have her
recorded message with a date and time stamp to prove it.  We wondered all weekend if we were going to
have security protection at our warehouse.
 Another instance to the incompetent billing issues with the
Zeplin's Security Group billing department is clearly documented by their
information sent to the Revdex.com in response to our complaint. Their billing
department is supposed to bill us $25 monthly, as stated in the same contract dated
over 4 years ago.  Our records and their
email shows that we were being billed $27 monthly by a prior employee named
Hope.  Then the charges stopped. Four
months later, as per the documented email sent by Stephanie S[redacted] on
8/31/15, Stephanie S[redacted] charged our card $108.00, and accidentally charged
the card twice. According to our contract that automatically renewed to
"similar terms", Zeplin's Security Group was supposed to charge us
$25 monthly, not $27 per month and we do not recall being notified of a rate
increase.  Why would Zeplin's Security
Group wait 4 months to contact us, only to overcharge our card the wrong amount
and then threaten to cancel our service right before a weekend? All because
they did not use the correct billing address for the new credit card on file? Why
did Zeplin's Security Group wait almost 2 months, until October 29th, to
respond to our email notifying them that we would be hiring a new monitoring
company?
It is our opinion that the wording on their contract "After
the initial term, the monitoring services will automatically renew for
successive similar terms" is extremely vague, unclear and seams almost
predatory in nature.  For the record, we
did express our dissatisfaction with Hope in their previous billing department
and told her numerous times that we would not be renewing our contract. Please
show us where and if a cancellation policy is specified on the original contract.
We could not find a cancellation policy because the copy of the contract
provided to us and the Revdex.com was cut off at the end. Why didn't Zeplin's Security
Group send a complete copy of the contract and why is the bottom of the copy
cut off, at the bottom of the page, right before the ambiguous automatic
renewal clause? If the cancellation policy resides on the cut off portion of
the contract, we would certainly stand corrected.  If there is not a cancellation policy on the contract,
it would be highly frowned upon and in some cases, disputable by most major credit
card companies. Either way, it does not account for the billing mistakes and lack
of response from their billing department over the last 4 plus years.
Zeplin's Security Group sent us a letter requiring $650.00
to cancel their contract. Because we always pay our bills and the nature of the
Pennsylvania contract laws, we promptly sent a check, even after we have
repeatedly told the billing department for years that we would not be renewing
our contract. If cancellation was required in writing, it should be clearly
specified on the contract before it auto-renewed.  Even though this type of contract and
business practice may be approved by the Commonwealth of PA and the Attorney
General's office we do not think it is fair to the customer, so once again,
"Buyer Beware" is justified to anyone signing contracts in
Pennsylvania. We will be writing our congressman.
After the email on 8/28/15 and before writing our complaint
to the Revdex.com, we had a new security system installed and contracted a new
monitoring service so Zeplin's Security Group is no longer providing us monitoring
service. When sending our check we wrote a letter asking Zeplin's Security
Group to do what we feel is the right thing and cancel the contract without
fee. In our opinion, if Zeplin's Security Group is a reputable company, they
will do the right thing by their long term customer and cancel this contract
without fee, and send our check back.  We
also feel Zeplin's Security Group should also retract their negative response
to the Revdex.com insinuating that our business is "shady" and "nothing
but trouble" as this only worsens an unfavorable situation.
Prior to your consideration of
Zeplin’s response, we ask that the Revdex.com to ask for proof of
the following:
Documents
from their credit card merchant showing that they ran 5 different credit
cards 5 different times and they were all declined because of any fault of
ours. (A wrong billing address or compromised credit card is no fault of
ours, especially when you can't get in touch with their billing
department.)
Phone
records indicating when they placed 5 unanswered calls to us to resolve
the billing issue.
Proof
that we informed or agreed to a $27 monthly fee as part of the automatically
renewed contract that is supposed to be "similar" to the
original contract.
Proof
of a "cancellation policy" to end the contract that we signed
with Zeplin's Security Group on July
11, 2011. 
In our opinion that they won’t and
can’t provide these documents because we feel they made this part up to justify
the enforcement of the contract.  Their
slanderous comments about our credit cards being declined are ridiculous.  They have always had a working credit card on
file, they were simply using the incorrect billing address.  They went 4 months without charging the card
on file or calling us to indicate that there was a billing problem.  We have dozens of vendors that are setup on
auto bill and we have never had to deal with such an inept billing department
before.  The same card in question was
being used daily for numerous other vendors that actually know how to do
recurring billing.  Their inability to
properly charge our card and failure to communicate with us about the issue is
what has caused this conflict.  The
letter that Zeplin's Security Group provided
you plainly shows that the billing fiasco was their own mistake.  It also proves that as soon as we were made
aware of the situation, we reacted immediately to resolve it.  Once it was determined that they were no
longer capable of providing us the contracted services, we went ahead and sent
the $650 fee that their predatory contract provided for.  We feel the only reasonable resolution to
this matter is to void the contract and return the $650 fee.
Their failure to be able to perform a simple
recurring $25/mo credit card charge and the inability for their customers to
reach their billing department, is the reason we are asking to be released from
the contract without penalty.  Zeplin's Security Group was
not able to provide a timely or competent billing service for the contract as
promised, therefore the contract should be voided and we can both go our
separate ways.
Regards,
[redacted]

The technical service (residential alarm service) was adequate, although one problem regarding failure to dispatch the police based on an alarm signal during our absence from the home began a chain of extremely poor customer service, leading us to cancel our service and pay off the remaining amount on the contract. Poor service ranged from conversations with the owner in an attempt to get some resolution to the original problem, to a rude service call technician (who arrived 45 min late and was unhappy the service call would need to be rescheduled due to delay), and refusal to address some remaining technical questions after monitoring had been discontinued (not provide service, just answer questions), related to their equipment (in spite of payment through the end of the year).