Ackerman is giving me so much hard time in honoring the warranty on my alarm system.
RE ACCT NUMBER******* --****************************************
Last May, 2016, I called Ackerman about an equipment malfunction.Diagnosing the problem from their end, I was advised over the phone to change the battery on my main alarm panel, which I did. Doing so, did not solve the problem, and they sent a technician out. My equipment is old, from 2004 and was installed by ADT. I switched to Ackerman in 2011, and since then, was paying an additional $10 a month for the complete system warranty, that was recommended by their personnel when I made the switched, claiming that I have an old system that can malfunction anytime soon. That "soon" happened 5 years after (last May). When the technician (named Ben) got to my property. To my surprise, he said I broke the unit when I change the battery and is not covered by the warranty, that I have to pay $300 to have it replaced because my unit HAS BEEN DISCONTINUED AND NOT AVAILABLE IN THE MARKET ANYMORE. We argued back and forth and finally, after almost a month of not having a working system, last June 27, they installed a new alarm pad after I agreed to pay half ($150). However, Ackerman won't replace the satellite pad that I have in the master bedroom being non-compatible with the new one that was installed. I then called Corporate Office and verbally complained about it plus the warranty. The supervisor "Britney" that I spoke with finally agreed and issued me a refund of $150, as it is covered by the warranty, and promised to call me back about the satellite pad. Regrettably, I did not hear from her again. I called Britney a few more times and as always, she will say "she's waiting for an approval and will call me back", but she never did, and so last July 15, I documented my dissatisfaction by sending a certified mail to Ackerman's Corporate Office. Three days after, another supervisor named Britney also, called me saying that the technician will come the following day to install the pad. The technician then showed up with 2 key chain remote controls (similar to a car door opener), claiming that's all I need, despite the fact that he knew I have 2 of those, and is not what I need. Again, the tech nician promised to call me back, that never happened, and so I called Corporate Office again, and spoke to another supervisor, *********, who promised to help me out. She scheduled another appointment for the technician to come out, who called me on the SCHEDULED date asking if I want him still to come out, because he does not have the "pad" yet, that his supervisor has to order, and send it to his home, and that he will call me upon receipt. Guess what? No call.. and so last July 27, I called Corporate Office again and spoke to the same supervisor *********, who I heard calling a ******** from DC office. ******** called me back right away setting up another appointment which should have been today, Aug 15, between 7 to 9 am. The technican (Ben) called me at 10:30 saying he doesn't know he has an appointment before then, and said what they approved is to change the new panel that they recently installed with a similar old panel that I have originally, and install a radio that will make the old bedroom pad work. This, I feel, is too much of an aggravation already, that I need to file this complaint.
I can never understand what's going on, first, they said that my old unit is already discontinued -- are they installing another old unit, or they are trying to sell me before, a new unit which is by the way, only $75 (not $300) at Amazon. The Satellite pad according to them, if I want something that will work with the new one, will cost $150, which I already offered to pay for half but they refused.
I tried everything I can to resolve this issue without doing this. I even send a message to Ackerman through BBB Website last Jul 16, but nothing happened. Note that this issue started in May, and it is now mid August.
Ackerman must provide/install the satellite pad at no cost, or I should be refunded of the $10 per month that I paid for the warranty since June, 2011, and I DO NOT wish to continue their monitoring service anymore. By the way, Ackerman has the WORST cancellation policy, entrapping customers, that if they fail to notify their intent to cancel the monitoring service "60 days in writing before its maturity, the contract will auto-renew for another year". This must be the reason why they provide such a bad customer service. For 5 years, I never had an issue with Ackerman, not realizing that it will be unbearable once I have...like this. Ackerman's customer service is next to ZERO, therefore not trustworthy to monitor my property and the lives of the people living in my household, and I intend to discontinue their service asap at no extra cost.
Ackerman submit response to Case# 27490613. The repair service agreement is to cover "normal wear and tear" to the alarm system only. The technician determined that Mr. ****** damaged the equipment when attempting to replace the battery, which is not normal wear and tear. The supervisor was not supposed to credit the cost of the service appointment due to Mr. ****** damaging the system. In good faith we applied the credit to the account for any misunderstandings. We will mail out a copy of the agreement for Mr. ******'s review. We have since contacted Mr. ****** to offer to replace the keypad for a discounted amount of $100, which he declined. Mr. ****** is not due a refund for the repair service agreement. Upon receipt of cancellation letter, monitoring will be terminated.
(The consumer indicated he/she DID NOT accept the response from the business.)
The battery was replaced upon Ackerman's recommendation, who walked me over the phone as to where the battery can be found and how to replace it. Aside from that, it is a simple and a very straightforward process of removing two wires (red and black), and re-installing on the new battery without the use of any tool. The reason of the call to Ackerman's service dept in the first place, is that because the alarm pad was not functioning properly. It keeps beeping at night thus, waking us up. And like what I mentioned in my complaint, it is a 12 year old unit -- how many years does Ackerman expect this type of equipment to last? But that is only a part of my point...THE THING IS THAT THE UNIT IS NOT WORKING PROPERLY THAT'S WHY I CALLED THEM. Also, what was the basis of this technician saying that the unit was damaged when I changed the battery. How did he arrive to that conclusion??? I have an idea.. the tech was scheduled to come out between 5pm and 9pm initially but did not make it due to "traffic" and work overload as he claimed. He said he will call me if he can accommodate me the following day, which he did not do, and so I called Ackerman again, for re-schedule and complained about the tech. Also, I asked that I be scheduled in the morning and not "last" as the tech claimed his normal route usually ends in our area.
Upon, arrival on the scheduled service day, the tech told me that I broke the unit when I changed the battery, which I argued a lot until he told me not to worry, HE WILL TAKE CARE OF ME, then he left promising to call me back. Two weeks (or less) had gone by and I never heard from him, thus began this ordeal.
Ackerman claiming (or better yet guessing) that I damaged my improperly working old unit when I simply changed the battery is a very lame reason to avoid honoring their warranty. I intend to stand by what I expected from my complaint which is for Ackerman to change my satellite pad and discontinue the monitoring of my household. As for the letter formalizing my ending the contract, I will mail it at once.
Final Business Response
Ackerman Security submit response to Case# 27490613. We have since contacted Mr. ****** again to offer to install the keypad at no cost with a new agreement. Mr. ****** declined this offer also. We have offered all within reason with no compromise from Mr. ******. Upon receipt of cancellation letter we will terminate monitoring. Ackerman consider this matter closed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I refused Ackerman's offer because I had been paying for my equipment's warranty for more than 5 years now, and therefore Ackerman must honor this warranty by replacing my satellite pad for FREE without requiring another 3-year contract , or they should refund the amount I paid for the past more than 5 years. The tech claiming that I broke the unit when doing what they recommended, which is to replace the battery, is without any basis and was purely an act of vengeance from the complaint I made about the technician for not showing up despite his call (3 hours after) explaining about the traffic and not having a "cellphone service" in the area where he was. My experience with Ackerman gave me no reason to want to continue any business relationship with them anymore. I believe I had explained enough my position on this complaint and a quick resolution be achieved at once. Thank you.