I would like for Alarm Force to dissolve my remaining contract with them without penalty or any further charges because Alarm Force has demonstrated a substantial history of not delivering the services originally outlined in my contract with them. (1) The original package I had installed was "pet proof," but on Oct 9, 2014, my pets set off a false alarm, and police were dispatched. Dayton, OH charges for false alarms, and I was made to register my alarm for $50. Alarm Force sent out a technician the next day to improve my "pet proof" sensors. (2) On Oct 12, my cats set off my MORE "pet proof" alarm again. Police dispatch was canceled. Alarm Force told me the false alarm was a "battery issue" so I changed them. (3) On October 17, there was another false alarm due to "pet proof" sensors and police were dispatched, causing another bill from the City of Dayton Police Department. (4) On that same day, I called Alarm Force to let them know that there was a problem with my internal motion sensor, and that it was not a battery issue. They said that a technician would not be available until November 20, 2016, over five weeks away because they were "booked solid." When asked what to do in the interim, they said to use the Home Mode, which is much less secure than the regular alarm feature and cannot detect people entering the home through windows. When the technician arrived, he stated that the rep shouldn't have said it was a battery issue because it wasn't, and that he didn't understand why I waited five weeks because his schedule had not been booked. (5) I called Alarm Force on October 15, 2015 asking for an email that I could show the Dayton Police Department that I called to have one of my Oct dispatches cancelled in order to avoid receiving a false alarm charge by Dayton Police. The rep took my email address and stated that they would send it. On Nov 6, 2016, I called to follow up on the email because I never received it. The rep said that it was not possible to send me an email showing my cancelation to avoid charges. Each call took about an hour. (6) In Jan 2016, I called asking to have my contract voided due to dissatisfaction with services, and was told this was not possible without about a $500 penalty because my contract doesn't end until Aug 2017. I arranged to have my service transferred to Cincinnati in March 2016, where I was relocating, and was installed with pet proof sensors. When the technician arrived, I spoke with him about my previous problems with motion sensors, and the technician assured me that this would not be a problem. However, on 17 and 21, the internal sensors were again triggered by my cats. One police dispatch was cancelled, but the other was not. For the one that was not, I received a notice from the Cincinnati Police Department stating that it would charge me $800 unless I registered my alarm with them for $80. (7) I called Alarm Force about the March false alarms set off by internal sensors, and they said there was nothing they could do about it. I would have to set my alarm through Home Mode, which is much less secure. Then they tried to sell me a more expensive package for window monitors. (8) Today, on June 10, there was a false alarm. I called Alarm Force to cancel the alarm, and the woman who answered put me on hold for 10 minutes, after which the phone continued ringing without anyone to pick up. In the interim, the police were dispatched to my home again, resulting in a fine for this visit. When I called Alarm Force to address this issue, they tried to sell me a premium caller card, which would allow me to Preferred Service that would ensure call representatives took my calls in a timely manner. (9) In sum, I cannot use their alarm system fully because it is not equipped to handle my home security needs in the manner they originally promised. I have incurred a large amount of fines because Alarm Force has continually not delivered the services promised.
I would like my contract cancelled without any penalties or further charges.
AlarmForce has reviewed Ms. ********* account. On September 22 2014 an alarm signal from the motion detector was received. AlarmForce contacted Ms. ********* and she requested police dispatch. As per the term agreement, Ms. ********* acknowledged Police registration was mandatory and AlarmForce provided the registration form. For a "non-registered" property, Cincinnati police will charge $100.00 for the first false alarm occurrence and $800.00 for the second false Alarm. Subsequent to the false alarm occurrence on September 22 2014 AlarmForce sent a technician to Ms. ********* address on October 10 2014 to service the alarm system and replaced the weight sensitive motion detector with motion detector that is height sensitive and adjusted for pets. In order for these "pet friendly" motions to work to full potential, the consumer needs to ensure their animals do not have access to areas where they can climb and trip the detectors. AlarmForce would like to have the opportunity to offer a solution and are willing to replace the motion detector with either, two free window contacts or one free glass breaker that may be more suitable for Ms. ********* current needs for her pets. Furthermore, AlarmForce does not offer a "preferred service" program. AlarmForce always, strives to ensure all our customer inquiries are answered too, and treated with the highest priority and providing a positive customer experience is one of our core values. AlarmForce would like to offer a free service call and discuss what would be suitable resolution to this particular concern before any determination can be made, in regards to Ms. ********* request to be let out of the agreement at no penalty since the alarm system is not faulty.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable. No one had ever informed me of the mandatory registration when I moved to Cincinnati. What's more, when the pet safety alarm did not work, I was told that there was nothing further that could be done and that I had to use the "Home" mode. In addition, I do not want any further service technician calls, since I have been through this in the past (i.e., read full complaint for details) and it resulted in the alarm being triggered again and me being charged again. I would like a release from my contract and have been asking for this since October 2015. Given all the incidents that have occurred and the multiple times I have received contradictory information about how to solve problems, which have led to further charges, I have no trust in this organization's ability to respond to my concerns or issues. Full details of these instances are outlined in my original complaint.
Final Business Response
AlarmForce is still willing to reach an amicable resolution. Since Ms. ********* has declined, our request to service the alarm system, to resolve any issues regarding the pet friendly motion and further declined any alternative solutions AlarmForce is willing to offer 50% off the remainder of the contract as a good will gesture. AlarmForce has also mailed a copy of Ms. ********* contract to her address. For Ms. ********* to cancel her account the buyout amount can be paid by contacting Customer Care at X XXX XXX XXXX. Furthermore, once the payment is, received, a free service call will be arranged to have the Alarm system removed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable to me. I have had them come to my house several times in the past to make my alarm more "pet proof," only to have my pets trigger it again, which resulted in fines by the local police department for false alarms. Given that Alarm Force refuses to compensate for false alarms, provide documentation for false alarms to police departments to lessen fines, and has not been accessible by phone to cancel false alarms, I do not want to take yet another chance of incurring another police fine. I have also been informed by an agency representative that it is not possible to make my alarm any more "pet proof," so the offer itself seems insincere. As for the release of contract at 50% of the cost, I do not view this as a good will gesture--it is merely the standard penalty fee incurred by all customers who discontinue services. Further, I am dismayed by this agency's lack of ethics in releasing me from my contract without penalty, given the numerous instances in which they have not upheld their end of the contract.