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Northeast California

This Business is not BBB accredited

Maximum Security Alarm, Inc.

Phone: (916) 564-6900 Fax: (916) 266-9357 View Additional Phone Numbers 1010 Hurley Way Ste 525, Sacramento, CA 95825 http://www.mymaximumsecurityalarm.com View Additional Web Addresses

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BBB Accreditation

On 7/17/2014 this business’s accreditation in the BBB was revoked by the BBB's Board of Directors due to its failure to adhere to the BBB requirement that: 1C. Be free from government action that demonstrates a significant failure to support BBB ethical principles in marketplace transactions (this requires a determination by BBB as to the nature of any violation, whether it was caused or condoned by management, and actions taken to resolve underlying issues that led to the government action).

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Maximum Security Alarm, Inc. include:

  • Government action(s) against business
  • BBB Accreditation was revoked because the business failed to honor its accreditation agreement with BBB.

Factors that raised the rating for Maximum Security Alarm, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 76 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

76 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 22
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 49
Total Closed Complaints 76

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Maximum Security Alarm, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

top
BBB file opened: August 19, 1993 Business started: 10/27/2003 in CA Business incorporated: 09/29/2009 in CA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Bureau of Security and Investigative Services
2420 Del Paso Rd Ste 270, Sacramento CA 95834
Phone Number: (916) 322-4000

Type of Entity

Corporation

Business Management
Ms. Nicole Cyr, Operation Manager Mr. Andrew Neal Higgins, Owner
Contact Information
Principal: Ms. Nicole Cyr, Operation Manager
Business Category

Security Control Equipment & System Monitors Burglar Alarm Systems - Dealers, Monitoring & Service

Products & Services

Maximum Security Alarm, Inc. offers the following product(s): Company offers security alarm services.

Products & Services

This company offers security control equipment, and system monitors.


Customer Review Rating plus BBB Rating Summary

Maximum Security Alarm, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of C.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1010 Hurley Way Ste 525

    Sacramento, CA 95825 (916) 564-6900

  • 1
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Types of Complaints Handled by BBB

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  • Advertising or Sales
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Additional Phone Numbers

  • (888) 564-5621(Phone)
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Additional Web Addresses

  • http://www.maximumsecurityonline.com
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Complaint Detail(s)

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It started by receiving a call at home from a lady who introduced herself as ******* from ********** ******** *** ( phone ************) and said she was a sales rep. of an alarm company.I told her that I already have an alarm system installed. She asked me about the company that installed it and when. when I provided her with the info. she said that she has a better system for me .After a long discussion we agreed to the following:1- Replacement of the old system with w new one.2-Monthly payment of 32.99 which will never increase as long as payments are on time.3- 2 restaurants gift cards of a value of $500 each to mailed to me upon the signing of the contact.On November 21, 2013 the technician of said company Mr. * ***** came to my house and installed 1 keypad only (instead of 2)and 2 window alarms( instead of 6). when I asked him about the reset of the system, he told he has already installed what ever he was authorized to. I called Ms. ******* to follow up with her, a prolonged discussion between me and her ended by the technician agreeing to sign a statement to come back and install the rest of the system. Upon signing of the contract I noticed that the monthly payment has changed to $34.99. When I refused sign the contract, he called the said company and changed the firs entry of the monthly payment to 32.99.When I old him to change the rest of entries of the monthly payment.He told me not to worry because the people whom he called know what the are doing. I requested that he initialize the change he made, and he did.I spent 3-4 months following up on the restaurant gift cards and the rate with Ms *******. Fist she canceled one card due to my demand that the new system should be he same as the old one.At the end (before stopping to receive my calls) she told me that the restaurant gift card was in her hand and she is going to mail to me before the end of that business day. But until now I have not received anything.Now, I am following up on multiple issues with MSA but things gt

Desired Settlement: Termination of the contract or its fulfillment as agreed to. In case of the refusal of Maximum Security Alarm carrying out its commitments,a full refund of the monthly payments since the beginning of the contract is required.

Business Response: No matter what we do we will never be able to make this customer happy. 

 
Here are the facts:
We have given this guy so much free equipment and it is never good enough. There is no way to appease him other than continuously providing him with more equipment.

We gave him:
*************** - 12/16/2013 :
(Closed) tech went out and added 4 window contacts and he also added 1 glass break and he also installed a secondary key pad and we are not charging customer because we are back charging sub dealer for parts

install a smoke at no cost

Jul 11 2014 8:25AM PST - ******* *****************
************ this customer want every thing at no cost I told him that we agreed on the smoke at no cost and giving him basic interactive due to the 500 dollar coupon book ordeal but if he wants any other equipment he would need to pay for it. He refused the service call to put the smoke in.

Jul 10 2014 12:26PM PST - ******* ********
called customer about job#******** and customer does not want any service we offered him a motion at no cost and customer wants 3 at no cost i told him it wasn't going to happen so he got upset and said he didn't want any of them so i am closing ticket

Here are some facts for you:
We have installed alarms for over 100,000 customers and the fact of business is we will never make every customer HAPPY all we can do is try our best to do so within reason. Since you this customer did negotiations he should be very well versed in the fact that a business can't provide customers with unreasonable demands. 
We now understand why this customer is so demanding due to his past experience.

Consumer Response:

It is quite clear from the response of Maximum Security Alarm that they are trying to lead us into vicious circle by avoiding answering any of the questions that I posed onto them in my previous correspondence dated July 27, 2014. Namely the have failed to address directly the following issues:

1-      The monthly monitoring fees.

2-      My refusal to let the technician in upon his arrival to my home (which is a clear fabrication).

3-      The $500 restaurant gift card.

4-      The fire alarm Issue.

They went on bragging about giving me too much, trying to forget the fact that what they have given me so far is only a part of their contractual obligations. Additionally, there is a new manipulation and twisting to the fact contained in the comments made by ******* *****************. She told me that I must pay for the two additional fire alarms if I want them installed. When I told her that they should be free of charge according to the agreement I initially made with Ms. *******, she told me that I have to pay for them again. She wanted to put me through to the service department. When I told there is no need to speak to the service department at this time, she hung up me, considering that a refusal to the service call to put the smoke (alarm) in.    

I respectfully demand direct and clear answers to the four above-stated Issues.

Business Response:

He have answered all questions and this has been the problem from day one with this customer, nothing is good enough.

We have gone round and round with this customer as he is just not getting the fact of what we tried to accommodate him with.

We will have a customer service rep call the customer again today to see if we can come to an agreement regarding all of the issues listed.

Business Response:

I have attached the alarm monitoring agreement for Mr. ******* for complaint #********.

 

I spoke with ***** today regarding this complaint and wanted to provide the contract signed by Mr. *******.

 

I would also like to add we gave Mr. ******* additional equipment on 12/16/2013 12:30 PM =

 

4 WINDOWS =

1 GLASS BREAK

1 KEY PAD UP STAIRS

ALL AT NO CHARGE

 

PER CUSTOMER ACCOUNT NOTES:

 

Jul 11 2014 12:17PM PST - ******** *****

I called cust************regarding Job # ******** daughter answered phone left msg

https://maximum.engarde-acd.com/Images/spacer.gif

Jul 11 2014 8:25AM PST - ******* *****************

************this customer wants everything at no cost I told him that we agreed on the smoke at no cost and giving him basic interactive due to the 500 dollar coupon book ordeal but if he wants any other equipment he would need to pay for it. He refused the service call to put the smoke in.

https://maximum.engarde-acd.com/Images/spacer.gif

Jul 10 2014 12:26PM PST - ******* ********

called customer about job#******** and customer does not want any service we offered him a motion at no cost and customer wants 3 at no cost i told him we are not able to due to the fact we have already given this customer several parts at no charge so he got upset and said he didn’t want any of them so I am closing ticket

https://maximum.engarde-acd.com/Images/spacer.gif

Jul 9 2014 5:37PM PST - ***** *******

Sent copy of ama.sop via mail.

https://maximum.engarde-acd.com/Images/spacer.gif

Jul 8 2014 9:28AM PST - ******* *****************

IC from service with customer who refused service for the smoke to be put in

https://maximum.engarde-acd.com/Images/spacer.gif

Jul 8 2014 9:16AM PST - ******* ********

called customer about job#******** and customer wanted more than one smoke i explained to him that i only seen in my notes to give him one so he got upset and wanted to speak to customer service rep *******

 

If you have any further questions please let me know.

 

Consumer Response:

I am rejecting this response because: As a matter of fact, we have not achieved anything yet. Why? Because Maximum Security Alarm's (MSA) representatives are still not willing to carry out their contractual commitments. To the contrary, they keep bragging about giving me too much, forgetting the fact that they have not given me what was initially agreed upon.  Additionally, they have failed to answer any of the four issues that I raised in my letter to you dated 7/27/ 2014. i.e. 1- The $500 restaurant gift card 2-the monthly monitoring fees 3- Meeting face to face with a technician that they claimed I did not let into my house 4- the issue for installing a fire alarm. They keep adding to their lies by changing the text of the contract that I signed with them on 11/21/2013. Kindly compare the two copies of the contact: the copy that they sent you and my copy, attached herewith. Please notice the clear change under "Activation Fees" at the bottom of page one of the contract. The correct amount is $ 184.99 as supported by the copy of my attached check number ****. As well please notice the same change, on page two under "One time Monitoring Activation Fee ".  As far as the issue “monthly monitoring fees” is concerned, kindly notice the Initials of the technician (Mr. *******) that signed the contract with me on behalf of MSA indicating that the crossed digit 4 was changed into 2 on the top of 9 (the details mentioned in my letter to you dated 7/14/2014) which indicates that MSA should charge me $32.99 for monthly monitoring fees instead of the current charges of $34.99.

As mentioned in my two letters to you dated 7/14/2014 and 7/27/2014 my final position as far as this complaint is concerned can be summarized as follows:

MSA can take back the only out-of-contract service that they have provided me with as compensation for their contractual failure, the arming and disarming the home security system via my cell phone service, if they meet the following conditions:

1-      Compensate me for the promised but never delivered $500.00 restaurant gift card, for which I spent about 3 months in vain following up with Ms. ******* about.

2-      The monthly monitoring fees should be changed to the agreed upon $32.99 instead of the current charges of $34.99. I should be refunded the difference of $3.00 per month I have been paying since the beginning of the contract. Additionally, commit themselves to no increase in the fees as long as I have a valid contract with MSA.

3-      Install 2 additional fire alarms free of charge.

 

If they disagree with all, or any of the above conditions i.e. termination of the contract, then they should pay me back all what I have paid them since the beginning of the contact.


I think that I have wasted enough time, effort and had enough headaches with MSA. Enough is enough.  

 

Attached are the following documents:

1-  A copy of the contract signed on 11/21/2013 between myself and Mr. ******* from MSA(2 pages).

2-  A copy of my letter to  Innovative Security USA, Sals Department Manger rgarding the unbusiness like behavior of Mrs. *******(one page).

3-  A copy of my letter to Ms. ******.

4-  A copy of my chek number ****.

5-  A copy of the list of missng equpments that Mr. ******* agreed to bring and install.




I am rejecting this response because: As a matter of fact, we have not achieved anything yet. Why? Because Maximum Security Alarm's (MSA) representatives are still not willing to carry out their contractual commitments. To the contrary, they keep bragging about giving me too much, forgetting the fact that they have not given me what was initially agreed upon.  Additionally, they have failed to answer any of the four issues that I raised in my letter to you dated 7/27/ 2014. i.e. 1- The $500 restaurant gift card 2-the monthly monitoring fees 3- Meeting face to face with a technician that they claimed I did not let into my house 4- the issue for installing a fire alarm. They keep adding to their lies by changing the text of the contract that I signed with them on 11/21/2013. Kindly compare the two copies of the contact: the copy that they sent you and my copy, attached herewith. Please notice the clear change under "Activation Fees" at the bottom of page one of the contract. The correct amount is $ 184.99 as supported by the copy of my attached check number ****. As well please notice the same change, on page two under "One time Monitoring Activation Fee ".  As far as the issue “monthly monitoring fees” is concerned, kindly notice the Initials of the technician (Mr. *******) that signed the contract with me on behalf of MSA indicating that the crossed digit 4 was changed into 2 on the top of 9 (the details mentioned in my letter to you dated 7/14/2014) which indicates that MSA should charge me $32.99 for monthly monitoring fees instead of the current charges of $34.99.

As mentioned in my two letters to you dated 7/14/2014 and 7/27/2014 my final position as far as this complaint is concerned can be summarized as follows:

MSA can take back the only out-of-contract service that they have provided me with as compensation for their contractual failure, the arming and disarming the home security system via my cell phone service, if they meet the following conditions:

1-      Compensate me for the promised but never delivered $500.00 restaurant gift card, for which I spent about 3 months in vain following up with Ms. ******* about.

2-      The monthly monitoring fees should be changed to the agreed upon $32.99 instead of the current charges of $34.99. I should be refunded the difference of $3.00 per month I have been paying since the beginning of the contract. Additionally, commit themselves to no increase in the fees as long as I have a valid contract with MSA.

3-      Install 2 additional fire alarms free of charge.

 

If they disagree with all, or any of the above conditions i.e. termination of the contract, then they should pay me back all what I have paid them since the beginning of the contact.


I think that I have wasted enough time, effort and had enough headaches with MSA. Enough is enough.  

 

Attached are the following documents:

1-  A copy of the contract signed on 11/21/2013 between myself and Mr. ******* from MSA(2 pages).

2-  A copy of my letter to  Innovative Security USA, Sals Department Manger rgarding the unbusiness like behavior of Mrs. *******(one page).

3-  A copy of my letter to Ms. ******.

4-  A copy of my chek number ****.

5-  A copy of the list of missng equpments that Mr. ******* agreed to bring and install.


I am rejecting this response because: As a matter of fact, we have not achieved anything yet. Why? Because Maximum Security Alarm's (MSA) representatives are still not willing to carry out their contractual commitments. To the contrary, they keep bragging about giving me too much, forgetting the fact that they have not given me what was initially agreed upon.  Additionally, they have failed to answer any of the four issues that I raised in my letter to you dated 7/27/ 2014. i.e. 1- The $500 restaurant gift card 2-the monthly monitoring fees 3- Meeting face to face with a technician that they claimed I did not let into my house 4- the issue for installing a fire alarm. They keep adding to their lies by changing the text of the contract that I signed with them on 11/21/2013. Kindly compare the two copies of the contact: the copy that they sent you and my copy, attached herewith. Please notice the clear change under "Activation Fees" at the bottom of page one of the contract. The correct amount is $ 184.99 as supported by the copy of my attached check number ****. As well please notice the same change, on page two under "One time Monitoring Activation Fee ".  As far as the issue “monthly monitoring fees” is concerned, kindly notice the Initials of the technician (Mr. *******) that signed the contract with me on behalf of MSA indicating that the crossed digit 4 was changed into 2 on the top of 9 (the details mentioned in my letter to you dated 7/14/2014) which indicates that MSA should charge me $32.99 for monthly monitoring fees instead of the current charges of $34.99.

As mentioned in my two letters to you dated 7/14/2014 and 7/27/2014 my final position as far as this complaint is concerned can be summarized as follows:

MSA can take back the only out-of-contract service that they have provided me with as compensation for their contractual failure, the arming and disarming the home security system via my cell phone service, if they meet the following conditions:

1-      Compensate me for the promised but never delivered $500.00 restaurant gift card, for which I spent about 3 months in vain following up with Ms. ******* about.

2-      The monthly monitoring fees should be changed to the agreed upon $32.99 instead of the current charges of $34.99. I should be refunded the difference of $3.00 per month I have been paying since the beginning of the contract. Additionally, commit themselves to no increase in the fees as long as I have a valid contract with MSA.

3-      Install 2 additional fire alarms free of charge.

 

If they disagree with all, or any of the above conditions i.e. termination of the contract, then they should pay me back all what I have paid them since the beginning of the contact.


I think that I have wasted enough time, effort and had enough headaches with MSA. Enough is enough.  

 

Attached are the following documents:

1-  A copy of the contract signed on 11/21/2013 between myself and Mr. ******* from MSA(2 pages).

2-  A copy of my letter to  Innovative Security USA, Sals Department Manger rgarding the unbusiness like behavior of Mrs. *******(one page).

3-  A copy of my letter to Ms. ******.

4-  A copy of my chek number ****.

5-  A copy of the list of missng equpments that Mr. ******* agreed to bring and install.


I am rejecting this response because: As a matter of fact, we have not achieved anything yet. Why? Because Maximum Security Alarm's (MSA) representatives are still not willing to carry out their contractual commitments. To the contrary, they keep bragging about giving me too much, forgetting the fact that they have not given me what was initially agreed upon.  Additionally, they have failed to answer any of the four issues that I raised in my letter to you dated 7/27/ 2014. i.e. 1- The $500 restaurant gift card 2-the monthly monitoring fees 3- Meeting face to face with a technician that they claimed I did not let into my house 4- the issue for installing a fire alarm. They keep adding to their lies by changing the text of the contract that I signed with them on 11/21/2013. Kindly compare the two copies of the contact: the copy that they sent you and my copy, attached herewith. Please notice the clear change under "Activation Fees" at the bottom of page one of the contract. The correct amount is $ 184.99 as supported by the copy of my attached check number ****. As well please notice the same change, on page two under "One time Monitoring Activation Fee ".  As far as the issue “monthly monitoring fees” is concerned, kindly notice the Initials of the technician (Mr. *******) that signed the contract with me on behalf of MSA indicating that the crossed digit 4 was changed into 2 on the top of 9 (the details mentioned in my letter to you dated 7/14/2014) which indicates that MSA should charge me $32.99 for monthly monitoring fees instead of the current charges of $34.99.

As mentioned in my two letters to you dated 7/14/2014 and 7/27/2014 my final position as far as this complaint is concerned can be summarized as follows:

MSA can take back the only out-of-contract service that they have provided me with as compensation for their contractual failure, the arming and disarming the home security system via my cell phone service, if they meet the following conditions:

1-      Compensate me for the promised but never delivered $500.00 restaurant gift card, for which I spent about 3 months in vain following up with Ms. ******* about.

2-      The monthly monitoring fees should be changed to the agreed upon $32.99 instead of the current charges of $34.99. I should be refunded the difference of $3.00 per month I have been paying since the beginning of the contract. Additionally, commit themselves to no increase in the fees as long as I have a valid contract with MSA.

3-      Install 2 additional fire alarms free of charge.

 

If they disagree with all, or any of the above conditions i.e. termination of the contract, then they should pay me back all what I have paid them since the beginning of the contact.


I think that I have wasted enough time, effort and had enough headaches with MSA. Enough is enough.  

 

Attached are the following documents:

1-  A copy of the contract signed on 11/21/2013 between myself and Mr. ******* from MSA(2 pages).

2-  A copy of my letter to  Innovative Security USA, Sals Department Manger rgarding the unbusiness like behavior of Mrs. *******(one page).

3-  A copy of my letter to Ms. ******.

4-  A copy of my chek number ****.

5-  A copy of the list of missng equpments that Mr. ******* agreed to bring and install.


I am rejecting this response because: As a matter of fact, we have not achieved anything yet. Why? Because Maximum Security Alarm's (MSA) representatives are still not willing to carry out their contractual commitments. To the contrary, they keep bragging about giving me too much, forgetting the fact that they have not given me what was initially agreed upon.  Additionally, they have failed to answer any of the four issues that I raised in my letter to you dated 7/27/ 2014. i.e. 1- The $500 restaurant gift card 2-the monthly monitoring fees 3- Meeting face to face with a technician that they claimed I did not let into my house 4- the issue for installing a fire alarm. They keep adding to their lies by changing the text of the contract that I signed with them on 11/21/2013. Kindly compare the two copies of the contact: the copy that they sent you and my copy, attached herewith. Please notice the clear change under "Activation Fees" at the bottom of page one of the contract. The correct amount is $ 184.99 as supported by the copy of my attached check number ****. As well please notice the same change, on page two under "One time Monitoring Activation Fee ".  As far as the issue “monthly monitoring fees” is concerned, kindly notice the Initials of the technician (Mr. *******) that signed the contract with me on behalf of MSA indicating that the crossed digit 4 was changed into 2 on the top of 9 (the details mentioned in my letter to you dated 7/14/2014) which indicates that MSA should charge me $32.99 for monthly monitoring fees instead of the current charges of $34.99.

As mentioned in my two letters to you dated 7/14/2014 and 7/27/2014 my final position as far as this complaint is concerned can be summarized as follows:

MSA can take back the only out-of-contract service that they have provided me with as compensation for their contractual failure, the arming and disarming the home security system via my cell phone service, if they meet the following conditions:

1-      Compensate me for the promised but never delivered $500.00 restaurant gift card, for which I spent about 3 months in vain following up with Ms. ******* about.

2-      The monthly monitoring fees should be changed to the agreed upon $32.99 instead of the current charges of $34.99. I should be refunded the difference of $3.00 per month I have been paying since the beginning of the contract. Additionally, commit themselves to no increase in the fees as long as I have a valid contract with MSA.

3-      Install 2 additional fire alarms free of charge.

 

If they disagree with all, or any of the above conditions i.e. termination of the contract, then they should pay me back all what I have paid them since the beginning of the contact.


I think that I have wasted enough time, effort and had enough headaches with MSA. Enough is enough.  

 

Attached are the following documents:

1-  A copy of the contract signed on 11/21/2013 between myself and Mr. ******* from MSA(2 pages).

2-  A copy of my letter to  Innovative Security USA, Sals Department Manger rgarding the unbusiness like behavior of Mrs. *******(one page).

3-  A copy of my letter to Ms. ******.

4-  A copy of my chek number ****.

5-  A copy of the list of missng equpments that Mr. ******* agreed to bring and install.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Faulty equipment We have only had our system with Monitonics for 4 months and have already had problems with the system. To date our system has not worked for almost 3 weeks. A tech came out to "fix it" and left my home abruptly telling me it was fixed, however it's still broken. Not only are we being inconvenienced by having a faulty system, but once again we have to make time for a technician to come back and try to fix it. We are paying for a service that doesn't work properly, and quite frankly we don't feel secure at all. We switched to Monitronics from our previous home security company because we were told, and made to believe their system was just as good if not better than our previous company. In fact, it is NOT just as good. With our previous company we NEVER had issues. With Monitronics we get a storm come through and the system malfunctions. Monitronics didn't even give us two panels, we were given a key fob instead of the second panel so we could activate our system from the upstairs in our home. So much for "just as good". We called to discontinue service but of course we were met with cancellations fees. How can this company expect us to pay them anymore money, and we are already paying for something that doesn't even work.

Desired Settlement: We would like our service discontinued as soon as possible and with no charge. Monitronics is more than welcome to come and take every piece of equipment back.

Business Response: We have already contacted this customer and we have a service call set for 08/02/2014 at 11:00 AM. The issue has been resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misleading Sale and Dishonest Sales PracticesRepresentative of Maximum Security Alarm called home back in mid April 2014 and stated that they were an associated with GE Security System our current security provider and that we were approved for a free complete upgrade to current alarm system. They were advised that we didnt want to switch Alarm Companies and were happy with current monitoring. The representative stated that wouldnt be the case and that my current auto payment would be increased to cover the internet alarm application and smart phone feature that would be an addition to the system. The representative then completed an inventory of items to be included in the upgrade. The upgrade was to include Main control panel, 14 door/window contacts, 2 smokes and 1 motion. The tech which showed up only replaced the control unit, 4 contacts and provided 2 key fods. When I made a call to Maximum security to inquire about the complete upgrade; the representative then stated that they only take over the existing equipment and replace only what was need. One this is the first misleading practice and I believe the representative was fraudulent in inquiring my security system. Secondly the switching of Monitoring companies which wasnt to take place, but to be an increase only to the existing auto payment. I received a correspondent from Monitronics a company out of state, stating that they couldnt process the auto payment through my bank. This request was denied; as the currently auto payment for security monitoring is Homesafe security (local based). I requested that this monitoring be cancelled and questioned the representative of the inappropriate practice being they are not associated with my current provider and deactivated the current system without make prior contact advising that the system was being taken off line. This is the second misleading practice to disabling the system without prior notification to current company. Several attempts have been completed to attempt to talk to management representative with no results. Several calls have been made to submit complaint and on different occasion I have been advised that I would be contact back by a manager/supervisor. No return calls have been received concerning the matter.

Desired Settlement: Cancellation of out of state monitoring and restoring of Homesafe as security company.

Business Response: We will have the sale rep whom spoke with this customer initially call them and if they cannot come to agreement we will cancel the account.

Consumer Response: I am rejecting this response because: I was cotacted by a sale representative name ******* who was in short, rude.  A follow-up call was then made by a more polite representative who explained the different between taking over existing equipment verses a full upgrade; which I advise the rep that I understand the different, but that what the inital aggreement.  I also adivsed the second representative of the rudness of first call and the expressed statement that I had signed a contact and if I wanted the equipment taken out it would cost me $400 plus dollar for a technician to come and pull out.  I advised them that I would have my previous security company remove the equipment and coordinate with them for pick up.  Request cancellation of any association with Maximum Security Alarm and their associate montoring company Monitronics.

Business Response: We will have our manager call the customer to proceed with request.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

A manager did contact me on 21 July 2014 as I stated in the rejection response and cancellation of security service and monitoring a satisfactory resolution.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: -A collection agency has been calling us to pay $2237.05 to Maximum Security Alarm System who has interrupted service since 12/2013 & has also stopped our account as per notice of 01/15/2014.Even after a 1st alarm notice , with the police coming to our house, of which a possible cause of malfunction connections were informed to us, we paid the bill of $ 250.00 but no technician check the alarm system as was promised. We have been calling Maximum Security System but no staff came. Not until 1/21/2014 did we learn that our account was not registered online in *********** / Maximum Security Alarm . How can we have an outstanding balance of $2237.05 in 5 months.? Why are we to continue giving our monthly payment when nobody is monitoring us? Why is this collection agency harassing us with calls at work .

Desired Settlement: -fixed the alarm system & continue the $45.99 /month for a regular monitoring service with prompt service upon called by customer as agreed.

Business Response: We have no problem doing this which is what we have been trying to do since day 1 but the customer kept hanging up on us when we tried to call to repair the problem.

Consumer Response: This is our response :

 
1)  Who is actually monitoring our Alarm System ,:Maximum Alarm System or ***********

2) Police also reported that there is no permit for this alarm system of which to avoid further citations from state, we applied a permit.
 
3) Prompt response when customer calls, instead of passing us from one person to another.
 
4) We need an official guarantee of their response.
 

Business Response:

1)       Who is actually monitoring our Alarm System ,:Maximum Alarm System or ***********

a.       *********** Monitors the alarm system

 2)     Police also reported that there is no permit for this alarm system of which to avoid further citations from state, we applied a permit.

a.       All consumers are responsible for obtaining an alarm permit for their alarm system which is stated in the contract they signed.

 3)       Prompt response when customer calls, instead of passing us from one person to another.

a.       Since we just the authorized dealer for *********** sometimes we must pass a customer to *********** so they can properly handle certain situations we cannot handle within our business. We do all we can for our customers however since we are not the monitoring company there is only certain things we have control over after the alarm is installed and monitored by ***********

 4)       We need an official guarantee of their response.

a.       We have no control over the response from your local police or fire dept. Once we alert the police of the alarm we cannot control how long the police take to respond just like with any call to the police dept. The only thing we can guarantee to our customers is our customer service and making sure we do all we can do for our customers if they allow us to help.

Consumer Response:

If attachments cannot be viewed the complaint action is: I am more concerned on the agreed monthly fee of $ 45.99 as per signed contract & this fee should only be collected from since service was started only 5 months ago. Other
collectible fees from previous homeowner should not be forwarded to us as our obligation. Collections agency calls are not significant this time while this case is still not resolved.
 
The 4th message on police prompt response is not a concern to us.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I advised your representative my mother has Parkinson/Dementia and is no longer employed not cannot handle her financial obligations. After, reviewing the alarm monitoring agreement and schedule of protection is missing vital information from the contract (a copy is enclosed).

The contract doesn't show what the purchase price of the agreement, monitoring system, installation fees, activation fees, equipment and the total purchase price. 

Desired Settlement: Please VOID the contract asap and refund all funds due to my mother and it has been cancelled.

Business Response:

We have spoken with this customer several times and since Ms. *******'s daughter is claiming to have POA over her finances we have requested the POA document be sent to us. When Ms. ******* signed up for our service on 8/31/13 there was no issues or complaints until December of 2013.

This contract was clearly signed, explained too and agreed upon by Ms. *******, Not her daughter. We have explained several times until we get the POA for Ms. ******* we will not cancel the account or refund any funds. Ms. ******'s complaint was she could not afford the system anymore, however we explained to her verbally and she signed a written contract that states the contract term is for 36 months and the Monthly Monitoring Rate is $38.99. The customer was fine with the contract terms and agreed to them and them about 3 months later decided she didn't want to pay for the service any longer. Ms. ******* has continued to pay for her alarm monitoring service up until March of 2014 until her daughter said she was going to refuse to pay for the service. The customer has received the service she signed up for and agreed too.

The bottom line is we have explained to Ms. ******'s daughter we will not refund money for services that have already been delivered and paid for. We are still waiting for the POA she states to have. If the POA is dated after the contract was signed we have informed her it will not void the contract. She has already informed us she will not longer pay for the service therefore we advised her collection actions will be taken since the 3 year contract was not fulfilled.

 

We have tried several times to come to a common ground with this account however the customer is not willing to work with us and does not want to pay for a security system in the house.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Despite having had my number registered with the National Do Not Call Registry (with whom I've already filed a complaint) since February 22, 2013, I've received dozens of phone calls over at least 10 months pitching this company's wares via prerecorded sales pitch that starts out "The FBI reports a break in every 15 seconds...". The recording prompts the recipient to either press "1" to be connected to a sales rep, or "9" to be removed from their call list. I've repeatedly requested they stop calling, both in person to a representative, and also by following their removal prompt, which is evidently fake. Additionally, this company spoofs their telephone number so that a fake number is given after pressing *69. They are extremely leery about revealing their company name or phone number, and will usually just hang up when asked. Today I spoke to a supervisor at Maximum Security who identified himself as **** *******. **** steadfastly refused to provide any information about his company and abruptly hung up the phone. My concern is that by unlawfully circumventing consumer protections the Federal Trade Commission has put in place regarding telemarketers, Maximum Security is intentionally depriving consumers of the opportunity to verify the legality and reputation of their business. This is especially troublesome, considering the sensitive nature of their alleged business, which involves obtaining unfettered access to potential victims' homes, including network access and offsite data storage.

Desired Settlement: First, Maximum Security must immediately and permanently stop calling me. Second, they must cease business practices which violate the Federal Trade Commission's Telemarketing Sales Rule. Third, consumers need to be made aware that Maximum Security is the company behind the pervasive, rule-breaking, and potentially unlawful "FBI" phone calls, so that consumers may have the opportunity to take appropriate action against the company if they so desire.

Business Response:

I am writing this letter today in response to your complaint regarding Maximum Security Alarm calling you illegally. The information at hand  has become clear that the originating phone call to your residence was in fact Not made By Maximum Security Alarm. It was made by a completely separate Company.

Our Company has no ability to transmit prerecorded messages, and independent audit by a 3rd Party Telemarketing Compliance Company verified this. Our phone lines are only capable of making outbound analog dialing with live agents on the phone attempting to speak to a Homeowner who is not on any state of Federal DNC list. These are the facts and they cannot be disputed.

We do have a telemarketing center however they are all live calls done by live agents. We do have a **** ******* in our office however he does not have any association with our telemarketing department therefore I feel as if the information you received was from another company and we cannot be held liable for their actions. You will need to make a complaint against the company that called you from the illegal telemarketing campaign as they are the company that violated the law.

Consumer Response: I am rejecting this response because:

Maximum Security has a long history of using deceptive tactics to violate the consumer protections put in place by the Federal Do Not Call Registry and the Federal Trade Commission, so it comes as no surprise that such a company would resort to deception when confronted. One has only to search the internet for their unlawful pre-recorded sales pitch "The FBI reports a break in every 15 seconds..." to see just how many consumers have been harassed and abused by this company, against whom they are unable to defend themselves because of the tactics employed by Maximum Security to obfuscate its identity. Here are but a few of the unsupported claims the company has so far made in its refutation to my complaint:

UNSUBSTANTIATED CLAIM # 1 - "the originating phone call to your residence was in fact Not made By Maximum Security Alarm"
UNSUBSTANTIATED CLAIM # 2 - "Our Company has no ability to transmit prerecorded messages"
UNSUBSTANTIATED CLAIM # 3 - "independent audit by a 3rd Party Telemarketing Compliance Company verified this"
UNSUBSTANTIATED CLAIM # 4 - "Our phone lines are only capable of making outbound analog dialing with live agents on the phone attempting to speak to a Homeowner who is not on any state of Federal DNC list"

The unlawful phone call to my residence was, in fact, made by a representative of Maximum Security who fraudulently identified himself as a General Electric employee named **** *******. I personally verified the connection by convincing "****" to schedule an appointment for me to meet with a Field Service Technician named **** ***** on March 22, 2014 at our local police department. In the presence of law enforcement personnel, I secured a copy of ****'s identification badge and had him contact his supervisor, Josh Coleman, who confirmed that he was, in fact, a representative of Maximum Security. **** refused to provide any information about his company, instructed the tech to leave, then terminated the call. I will be happy to provide definitive proof of my assertions to the Better Business Bureau upon request.

Sincerely,

********

Business Response:

It is obvious this customer does not understand that Maximum Security Alarm does not even have the ability to so called "Robo Dial". There are 1000's of alarm companies out there who use similar names or other alarm company names without their consent. We use independent alarm contracts to do our installations therefore they usually work for several different alarm companies at the same time. The bottom line here is all of the facts I responded with in my original response are true and accurate regardless if the consumer wants to believe them or not.

We do apologize for the inconvenience this has caused to the consumer, however it appears the consumer lead on the original company that did call him and was the one who set up the appointment. We can certainly add this consumers information to our internal DNC list, however after checking our data we do not, nor did we ever have this consumers information that is used by Maximum Security Alarm.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am discontinuing my service at my home address located at **** ********** Way, Sacramento, CA *****. the reason being; when I agreed to take this alarm service with your company I explained that I have a sight problem and could not read the contract on the computer screen and the technician told me that I must sign the contract today but that the customer service would send me a contract in the mail. This was January 10, 2014. The same night my alarm system was installed, I realized my system was not yet monitored and tried to call for questions. My daughters and I tried to several times to reach your company that night but had an extremely hard time reaching a human being. I had paid $35.99 already and I was told it would be ready to go later that night as far as monitoring. I was understood that I was to have monitoring 24/7; however; on January 29, 2014, a contact/lead fell off of my window and I tried to contact the company to get it replaced and could not get in contact with anyone so I tried to do it myself which took 45 minutes to put it in the right place in order to be able to arm the system. The next day, I continued to call and still did not read anyone!! On that day, I also found out that i had not been monitored for those 15 days!! To top it all off I had to call my bank and have them check the charges on my account and they provided me with a phone number and address which was totally different to the one I was originally provided. I was provided with all wrong numbers for this company!! When I finally did contact someone from your company. I told them of my dissatisfaction of trying to contact someone, wrong numbers and no monitoring as promised, I was not taking anymore, I let them know i was cancelling my service. In regard to the monitoring he stated "Well, nothing happened did it and I will send you a contract in the mail' I again stated, I don't want your service now and asked to speak to a manage; he responded, by saying I was unable to cancel due to being under contract and to further degrade me stated, they will ruin your credit!! Your company had already broken the contract by not honoring it. I had not never refused to pay and never threatened anyone just wanted to discontinue the service. I do have witnesses to the conversation because I was on speaker. I also asked him if the conversation was being recorded and got no response but further degraded and badgered me with his snide remarks! I was threatened so I asked to speak to a manager but was none were available! He said someone one would call me back and hung up. I still got no response and kept calling back to get in contact with a manager. Finally, one gentleman I spoke with took my complaint and told me he would have a manager call me back on Friday the 31st of January. The manager called me back on Thursday, the 30th of January but I had just had a surgical procedure that day and could not physically talk. I called back on the 31st but was hung up on 3 different times, so I called back and left a message. No one has called back since nor have I received a contract, so Im turning this matter into the Better Business Bureau and "Call Kurtis" for arbitration. I have boxed up and am returning all equipment by mail.

Desired Settlement: Cancel contract take back equipment. refund.

Business Response:

We have gone back and forth with this customer to try and help resolve the problem however the customer did not allow us to resolve the issues, instead removed the security equipment herself and sent the alarm system back to our office. We have explained several times to this customer just because she returned the equipment to us it does not void the agreement she signed with us. We did mail her contract to her a few different times to a PO box address she provided to us. The last time we sent her a copy of the contract was on 2/3/14.

The customer returned the alarm system to our office on 3/14/14. We advised the customer we cannot help troubleshoot the system of whatever problems claimed to experience without sending a technician to the home to repair.

We would be more than happy to reinstall the system into the home, train the customer on the proper use and operations of the system so we can repair the problem. If the customer will not allow us to resolve the problem she will be help responsible for the 36 month contract the customer signed.

 

I have enclosed a copy of the customer account contact history to prove we have tried to resolve the issue with this customer:

Mar 14 2014 3:09PM PST - ******* ******
***ALL PARTS RECEIVED - PANEL, 1 MOTION, 1 KEYFOB, 2 CONTACTS, 1 CONVERTER***
Feb 18 2014 1:40PM PST - ******** ********
CM called in stating that she requested a paper copy of contract and she never got it, cm was very upset, and i told her i would get in contact with person incharge of contracts and get it sent out as soon as possible. i then took the request over to Mychael and she said she will call cm and get the contracts out to cm today
Feb 18 2014 1:39PM PST - ******* ********
Mailed the contract to the customer's post office box, which is PO BOX ***, North Highlands, CA *****.
Feb 4 2014 1:24PM PST - ******* ******
Also verified with ******* a copy of the AMA was not sent. ******* sent one out yesterday.
Feb 4 2014 1:23PM PST - ******* ******
defective since she had it removed. She then said if we didn't let her out of her AMA she would proceed in a manner in which she felt was necessary. I agreed that she should as MSA would also proceed in whichever manner we felt necessary as we have no way defaulted on the AMA. Customer then hung up.
Feb 4 2014 1:22PM PST - ******* ******
I then told her she should have contacted us at that moment to repair the sensor. I explained that due to her system not being armed, and her not contacting us for repair doesn't mean MSA breached the agreement in any way. She still was under the impression her system wasn't working so I offered to test it and she stated it was fixed. I asked her if a tech came out and she said no. I then explained that in order for the issue she was having to be resolved a tech would have had to come out to repair the system. I then offered to test it again to ensure it was working at which time she then stated she had the system removed and her arbitrator advised her to send it back to us. I told her simply sending the parts back doesn't release her from her AMA and she went on to say she never receive a copy of it so she has no AMA. I tried to resolve the matter several times and she refused. I advised her that I would be noting the account of her refusal in addition to the fact that we were never able to deem her system as de
Feb 4 2014 1:22PM PST - ******* ******
Spoke to Judi yesterday 2/3/14 and went over all issues and notes on the account. Customer feels that she wasn't being monitored 1/13-1/29/2014 because one of the sensors fell off and no one contact her to let her know there was a tamper on the system. She was also upset about the conversation she had with ******* and claims she had her phone on speaker and her witnesses heard ******* tell her that MSA would "ruin" her credit if she cancelled the account. I apologized to her for the customer service she may have received and advised no rep with MSA would say such a thing. I also advised her that in order for the Monitoring station to contact her regarding anything with the system it would have to have been armed which she admitted it was not. She stated she tried to arm it and it would allow her to because of the contact that had fallen off....
Feb 4 2014 12:17PM PST - ****** *******
Took inbound call from customer stating that she is returning a call...She stated that she has mailed back our equipment(alarm system)... She said she spoke with a manager and they told her to mail it back..I attempted to place her on hold to find out what is going on. She said I got to go and to call her back @916-********...
Feb 4 2014 11:26AM PST - ******** *****
I called cust 916-********/916-*******9 regarding Job # ********* n/a/l/vm
Feb 3 2014 3:15PM PST - ******** *****
I called cust 916-********/916-*******9 regarding Job # ********* - n/a/unable to leave msg
Feb 3 2014 11:47AM PST - ******* ********
Mailed copy of customer's contracts to the customer's home address.
Jan 31 2014 1:16PM PST - ******** *****
I called cust 916-********/916-*******9 regarding Job # ********* n/a/unable to leave msg
Jan 30 2014 3:15PM PST - ******* ******
RETURNED CALL TO CUSTOMER @ 916-******** LEFT VM...916-*******9 LEFT VM.
Jan 30 2014 12:48PM PST - ******** *****
I called cust 916-********/916-*******9 regarding Job # ********* n/a/unable to leave msg

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Request Monitoronics cancel my contract due to the false and deceptive terms of the contract. I believe that I was deceived by the company. I was told that my contract was with GE, but later found that it is with Monitronics I have continue to ask for paperwork on the contract but they refer me to their website. I am charge a co-pay for products that are faulty. The alarm continues to trigger but the monitoring company failed to respond until I called them. I feel my safety is breach with this company. The customer services is very abusive when I call about my concerns with them.

Desired Settlement: I want a cancelled contract without having to pay the penalties due to their deceptive advertising and faulty products. As a single woman with small children I am afraid that their promised services will not deliver when needed. If this happens, If able I would fill a lawsuit against this company.

Business Response:

We just spoke with this customer on 2/21/14 and she had a service call to repair / fix all the issues and concerns she had with the security system on 2/21/14 as well. We also gave the customer 1 month of service at no charge to compensate for the system not functioning properly. The customer stated she was happy and she does see our company attempting to make up for the past issues.

We never told this customer we are GE, we are an authorized GE dealer and the equipment for the security system is GE, Not the Monitoring Service. This customer was installed on 11/16/13 and we ever survey the customer on numerous occasions to make sure they know exactly what they signed up for and they are happy with our service.

As far as we know all problems for this customer have already been resolved.

 

Consumer Response: I am rejecting this response because: The representative who solicate for my business told me they were GE.  I did not learn after the installation that the security equipment and the monitoring company were two different companies.  Yes, I did have a service representative come and back repair on 2/21/14 and yes, they gave me a refund for 1 month.  The main problem that I have is that I NEVER know which company I am talking to (the equipment company or the monitoring company) this has confused me and I feel I was totally deceived by the company that solciated for my business.  However, the issues are not resolved I have not receive a follow-up call from the company to test the system.  Like I told the representative on 2/20/14, I can just be sitting in my home and the system will beep for no apparent reason - this I told the representative has happened 3 times.  One time the alarm beep a series of 3 times in the middle of the night.  I am a single woman living alone and becuase this keeps happening I do not feel completely safe or secure because I don't know if someone is entering myg home or not.  I also told the the representative that the alarm has went off, ringing for a long period of time (1-min) and I DID NOT receive any calls from the monitoring company.  Again, this is very troubling, because if this service fails at the time I need it most - the GE... Monitronics or whatmever company will have an even bigger problem with this customer.   I also want to double back to 2/20/14, I spoke with a female representative and she bebated with me over the equipment of weather it was existing equipment or their equipment.  She basicly argument with me about the service charge if the equipment was existing, I totally and fully understood what she was saying about the equipment.  However, I felt like this woman tried to underestimate my level of intelligence about what was thiers and what was mine from a previous company.  Overall, I do not like the level of customer service and I definitely do not like the equipment. 

Sincerely,

******** ****

Business Response:

We have tried to call this customer several times since them with no success. We actually called the customer today and left a voice mail for the customer. I feel as if this customer is being unreasonable regarding not knowing who the equipment is made by and who monitors her alarm.

 

When you purchased your last alarm did they make the equipment they installed in the home? NO, because no alarm company that monitors alarms manufactures the alarm company. We use great alarm equipment manufacturing companies like GE who we let all customer know the equipment is GE and the monitoring company is Monitronics. We conduct several surveys with customers before and after installation to ensure they know what they are buying and understand the terms of the agreement, so why about 5 months later is there is issue?

 

This customer accepted the account credit. We have no problem fixing whatever issue the customer is experiencing. Training her on the system & showing her how the system works, the response time from the monitoring company, etc. We just need the customer to call us back or answer the phone for us.

 

All we want to do is fix whatever problem there is. I honestly think there was a misunderstanding with the sales rep stating we are an authorized GE dealer, since we are, however GE on makes equipment, they do not monitor equipment.

 

Please allow us the opportunity to help you feel comfortable with your system and I promise we can turn this around.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales rep, ****** ****** referred me to someone else for cameras, saying they were better than Maximum Security on a visit for a house alarm. On 9/5/13, the sales rep, ****** ****** signed me up for a home alarm system. When I asked about cameras for the home, ****** suggested ** ***** who is used by Maximum Securities on repairs, etc. ****** said that the cameras from Maximum Securities were not that good and the cameras from ** would be Commerical Grade. I learn now they are both subcontractors. ****** took the down payment for ** and the cameras were somewhat installed, not completed. Now some of the cameras don't work during the night vision. Maximum doesn't want to take responsibility because they say the rep can say and make any deals they want. Unfortunately, I didn't know they were subcontractors and when Maximum Security call to come to my home they would not be responsible for their sales rep. Also ****** was to change the contract from 60 months to 36 months. I was to get yard signs and window stickers and that never happened. I mentioned to **** about the complaints through the BBB but he said all companies have complaints but Maximum Security always resolves them. Maximum Securities wants me to deal with ****** and *** which neither doesn't answer my calls. ****** made threatening phone calls to ** saying things I haven't said. I never left ** a threatening message, just asked for my money back on what was not installed and fix the cameras. I have wall damage where he installed the wiring for the cameras. No plate covers were installed. I would like the contract cancelled without any payments due. This needs to be in writing.

Desired Settlement: contract cancellation without any further payments due put in writing. I have been contacting Maximum on this matter since 11/4/13 **** and *** since it happened in September.

Business Response: Initial Business Response
We are working with this customer to resolve all issues. We have had several service calls lately and are going back to the home on 12/19. We assured this customer we will do everything in our power to make sure she gets the service needed so her alarm is working even though she purchased the products from another vendor whom we do not provide a warranty for. We are working in getting this resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company called us on the phone saying my wife has won a free alarm service! After it was installed the cost would be $64.99 and then I had to sign his papers. I asked why I had to sign them. It will be $39.00 for a installing fee. This is all you have to pay. There will be no other charges. 13 days later, I received a contract in the mail. Only to find out my free system was going to cost me $1439.64 cents. Upon calling the company, I was told I only 3 days to cancel. From nine through on to the 18th, how would I cancel my FREE system. I told them I am not going to pay!

Desired Settlement: I talked to them and they hung up on me. You need a magnifying glass to read the contract. And what I do feel is that the company should... keep the system or take it back and send me my $64.99 and an apology because I feel I was scammed and I was lied to! Contract is enclosed.

Business Response: Initial Business Response
This account is under ******'s name and we explained everything to her when we signed her up for the alarm system on 9/6/13. The customer knew about the contract and payment. The customer even called our office back on 9/23/13 to update their payment information. They stated during that time they knew about the payment and had set up the account for automatic monthly The person we spoke with who stated to be ****** knew everything and that the system itself was at no charge but there would be a monthly charge for the monitoring which we charged them for the 1st month of monitoring on 9/23/13. They called into our office to actually change their billing information so there is no way they can claim they thought everything was free. They signed the contract. Received a copy of the contract. We will not refund anything. We advise all customers to read through the contract before signing it since it is a 36 month contract.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company calls repeatedly even though my num is on DNC list & I ask to be removed from the call list. Company also spoofs caller ID so I cannot block This company has called from three different numbers (all from different CID numbers in Florida) within the last week. My telephone number is on the Do Not Call Registry and I've requested they do not call. If they would not spoof their Caller ID I would just program in their number and ignore them.

Desired Settlement: This company has wasted at least 30 minutes of my time. I am self-employed and charge at a rate of $180/hour. I would like reasonable compensation of $40 and a promise to not call again.

Business Response: Initial Business Response
The only location Maximum Security Alarm makes telemarketing calls from is Sacramento, CA. We do not use a "Spoof" caller ID. All calls made from Maximum Security Alarm clearly state it on the caller ID. Maximum Security Alarm does not make any calls from the state of Florida.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) Clearly the answer given is nonsense. There are multiple numbers that I am being contacted from and the company representative identified themselves as Maximum Security. That the company is unaware of its own practices is more evidence of the issue that they are ignoring both my request and the law that they not contact me with sales attempts. Regardless of any of the above Maximum Security Alarm has not offered to honor my requested resolution or made any attempt at any resolution whatsoever. Please honor my requested resolution.

Final Business Response
Maximum Security Alarm will only contact a customer after they have asked for more information regarding an alarm system. We do no spoof dial. We have a telemarketing center that clearly states our information and if you would like a copy of our DNC policy I will be happy to provide you with that. We will not be paying you for your time. The demand for an hourly wage from us is completely irrelevant to you deciding to answer the telephone and speak with our company or any other company who calls you.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company keeps on calling: push sales, at least once a week, they will not leave us alone, tried do not call list, and we ask them 6 stop calls. The Alarm company keeps on calling my house. They want to sell an alarm system. I have an alarm system and it works will, it has been perfect for 7 years. We have asked the company to stop calling, know they are calling once a week, 10/30, and 11/05 are the latest. We asked them nicely to stop calling, we tell them we are on The Do Not Call List,and they keep on calling, from their cell phones, pushing their product. They have been abusive, pushy, and you end up having to hang up because they will not stop.

Desired Settlement: 1. For them to leave us alone, stop calling. 2. $500.00 for harassment, abusive sells reps, and having the phone typed up. We have asked nicely to have them stop calling. Now since they would not listen to no call list, and they would not listen to us 6+ times...They owe us $500.00 for the constant phone calls, and abuse, and for making our land line not available.

Business Response: Initial Business Response
I have added this telephone number to our DNC records for Maximum Security Alarm. It is not our intention to harass any consumer or abusive them over the phone. We would like to ask if you have the name of the person calling you so we can make some corrective action on our side since we certain do not want any of our employees being abusive, pushy or harassing over the telephone. I did want to confirm before I attempted to add the telephone number to our DNC list was already on our DNC list therefore they will not receive any more telephone calls from Maximum Security Alarm. We do apologize for any inconvenience this has caused.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am on federal & state DO NOT CALL list. I have been receiving calls day & night, several times a day for months now from this company.

Desired Settlement: Stop the calls.

Business Response: Initial Business Response
I have added this telephone number to our internal DNC list.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Maximum Security Alarm did not inform me of the existence of a 36 month contract prior to installation on Sept,25,2013.I want to nullify the contract. Home Security System was installed on 9/25/2013 without ever informing me of the 36 month contractual obligation on my part. Only after the completion of installation did the technician (****** at XXX XXX XXXX) inform me of the 36 month contract. I asked the technician that I would abide by the contract as long as I am not bound by it if and when I sell the house. He suggested that I call the manager ****** at XXX XXX XXXX to negotiate the exclusion. I signed the contract in good faith without reading the entire contract. I called the next day 9/26 or 9/27. I was told by the person answering that it was a standard clause and that he has to talk to his Manager to get that exception and that he would get back to me the next day. I never received another phone call from them. The technician also told me that I had 30 days to cancel the contract if no agreement is reached. I called Monitronics (the monitoring company) and they told me that the contract is not with them. I tried to call the Maximum Security Alarm (MSseveral times without anyone answering even my recorded messages. Finally someone (who refused to give his name ) called me and explained that he was a contractor and had nothing to do with the contract. He could not even provide a name. Since I am not able to reach any responsible person from MSA, I want to cancel the contract effective immediately and remove all the equipment they installed and replace my old equipment being (before cancelling on the 9/25/2013) monitored by ADT without any long term commitment. I am actually thinking about selling the house in the next 6-30 month time frame. I would also like to lodge a complaint against MSA for false advertising ( not telling the terms of the contract upfront). P. ******** F

Desired Settlement: I would like the contract terminated (it is still within the 30 days the technician mentioned) without any penalties from me and remove the equipment from my home and replace my old system as soon as possible.

Business Response: Initial Business Response
We disclose all contractual agreements before and after installations with our customers to ensure they understand what they are signing up for. Our contracts are for a standard time frame of 36 months. I have researched out records and do not see this customer has called our corporate office and spoke with anyone from our office. This customer was sold by a partner company of Maximum Security Alarm. We will certainly call this customer for more information and resolve any issues this customer has. We would like to find out more details as to who this customer spoke with and how we can resolve any issues this customer has.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) The representative of the partner company that sold me the security system never told me about the contract. Only the technician told me about it. I called the representative in two days after the installation and he told me that he would check with UPPER MANAGENT and get back to me. Had he rejected it the first time, I would have cancelled the contract before the 3 days expired. Secondly, (so far) I did not receive any calls from the responder to this complaint as promised in his response.

Final Business Response
We spoke with this customer on 10/24 regarding the contract. We verified with the sales person that they did not receive a letter of cancellation from the customer or cancellation request. Our Technician informed this customer about the 36 month alarm monitoring agreement before he signed the agreement and the customer still signed the agreement. Yesterday when we spoke with the customer we informed him that **** or **** have no record of him calling in within the first 3 days wanting to cancel. Customer stated that he was never told about the 36 month AMA until after the equipment was installed the tech told him of the 36 month AMA. I told him and you still signed the AMA after the tech told you of the AMA, he said yes. My question to him was why did he sign then? I then told him he was responsible for the AMA and if he did not pay he would be turned over to a third party collection who would report it on his credit. He told me he would pay but he is going to the BBB consumer affairs and whoever else he could go to. The bottom line here is the customer knew about the 36 month agreement while the technician was there and instead of refusing the service at that time he allowed the alarm to be installed into his home and didn't request the technician to remove the equipment since he didn't want to sign a 36 month agreement. We do offer a free moving option so if the customer does move we will move the security system into his new home for FREE. We want to try to work with this customer and satisfy their needs however there is a monitoring contract with the agreement the customer signed. We installed this security system on 9/25/13 and we never received any phone calls or correspondence from this customer until we received a complaint from the BBB on 10/15/13. We advise all of our customers about the 36 month contract and would never want to sign anyone up with the impression there is not a contract.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Receiving 1 call a day after repeated requests to stop calling. I have asked that Maximum Security stop calling my home but they continue to call. I am on the government do not call list as of 6/12/13 but I continue to receive calls. Dates and times for this month alone are: 10/11/13 @ 2:28PM EST ************ 10/8/13 @ 12:57PM EST ************ 10/5/13 @ 12:49PM EST ************ 10/2/13 @ 4:51PM EST ************ Each call is the same script and I have asked to stop calling at each request. Calls started in September and continued every 2-3 days. I started to keep track of the calls in October after the requests were being ignored. I will be filing a complaint with the DoNotCall registry once the government reopens because this is getting out of hand.

Desired Settlement: Leave me alone and stop calling. I am not interested in your alarm services.

Business Response: Initial Business Response
We will add you number to our internal DNC list immediately. We apologize for the delay. This consumer will not receive any more calls directly from Maximum Security Alarm.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Maximum Security Alarm, Inc. Committed fraud. And Deceptive Business practices. Maximum Security Alarm, Inc. Was told to put the contract in my wifes name, thus running her credit. They asked her for her husbands name as well. They ran her credit and saw that it did not meet their requirements. So with no agreement or knowledge by myself or my husband they ran his credit without authorization and put the contract in his name so they could make a sell. When they came and installed the alarm they mentioned nothing about the change. When the installer was done they asked my wife to sign the contract and she noticed the mistake and told the rep. to fix it. He said it was 8-9 at night and the offices are closed but if she called back monday they would fix their error and change the contract to the way that was agreed upon by us. So they lied to us straight to our faces. We followed up a good 20 times. They say that they will fix it or they will call you back but nothing gets done. They just lie more and more. Its been 3 months and nothing has been fixed. They wrongfully put my husbands name on the contract pulled his credit report without authorization and had me sign my name to the contract. The contract is fraud my husband did not sign it. Did not agree to it and did not authorize it. Im fed up with their lies and dishonest business practices. This company is a scam. We want the contract voided on the grounds of fraud.

Desired Settlement: The contract was based on fraud. My husband did not give authorization or agree to be involved in with it. We want the contract cancelled and a letter stating such sent to us As well as, a letter sent to the credit reporting agencies. They can come and pick up their equipement.

Business Response: Initial Business Response
We have spoken with this customer several times and advised her that her husband **** is no longer on her alarm account. This account is in the name of ***** ******. On July 10th, 2013 we received the RECORDING OF the sales CONFIRMATION CALL DONE BY the sales representative with **** ******, HE completed THE ENTIRE CONFIRMATION CALL and then **** ****** SET UP THE INSTALL DATE/TIME. The sale was completed in June of 2013 and then in July ***** calls into our office to inform us they are getting a divorce and she does not want ****'s name on the contract or account any longer. On July 17th we made this change for ***** and she thanked us for helping her with this. As of July the account has been in ******** name and **** was removed from the account. We are not really sure how this customer came up with this conclusion but we have always helped her and can assist her with any changes she is requesting just like we have in the past. We will call this customer to assure her again this account is in her name.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a call about a home security promotional offer..on fri set 20.. sales rep said no credit check, cause i told him i had poor credit, not to bother if there was..but he said no check and set up an appt for sat the next day sept 21 between 1 and 3.. it would take 2 hrs for installation. I had an appt at 2 but i cancelled and waited..no on showed up..no phone call..I looked up business to see if they were legit. I called the office in CA, looked up on internet,,talked to a woman who told me i did not pass crdt check..I asked why i wasn't called and was told nothing. then i told her salesman set up appt and never called to tell me this and he lied..so come Monday i called to ask how they checked crdt if i never gave them ss number..the girl i talked to said all they needed was my address and birthdate...never gave my birthdate either..then she told me there was no appt scheduled on her end, which i told her when i called sat there was..and not good to just toss me aside, no phone call to inform me of this !!! I was not very pleased and told her this, was going to file complaint..was told my daughter could not apply for system cuz she is not on deed.she wanted to get me a security system as a gift!!! cant happen

Desired Settlement: let my daughter apply for system..and an apology.

Business Response: Initial Business Response
We will call this customer to discuss their options for a home security system.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service has never worked since it was installed. When I first had the security system installed it wasn't fully installed correctly. The bill has been sent in my name when I never opened the account my son did. The system has never worked properly since they have installed the system and whenever I have called they have told me that if I want to cancel the account I can pay the 3 years otherwise I will have to live with it. They have made no attempt to fix any issues and have been so rude to us. They even damaged my home during the installation which I did not approve.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my service closed and the bill waived.

Business Response: Initial Business Response
We have tried to correct any and all issues with this customer several times. We have gone out to the home twice to repair all issues the customer has. On 6/11/13 Customer removed panel from wall and pulled battery. Customer said it was because he couldn't get it to stop beeping. Due to the customer pulling the panel exact problem could not be determined. Added 7 magnets to various windows to allow venting and left an 8th magnet with the customer to install when they remove their AC unit from the window. Installed Z21 Carbon Monoxide hallway. Found customers 2nd smoke in the basement and confirmed with service and customer that they only needed 2. Tested entire system and found that Z11 was malfunctioning. Replaced with new contact and sent a full set of signals. Original installed equipment is 14-1-2 +2 smoke +Touchscreen. Confirmed Zone list with Monitronics and tested 2-way. Zone list as follows: Z1 Front Door; Z2 Side door; Z3 Back Door; Z4 Basement Door; Z5 Kitchen Window; Z6 Back Bedroom window 1; Z7 Back Bedroom window 2; Z8 Front Bedroom Window 1; Z9 Front Bedroom window 2; Z10 Office Window; Z11 Living room front window; Z12 Living room side window; Z13 Living room front window 2; Z14 Bathroom window; Z15 Hallway Smoke; Z16 Basement smoke; Z17 Keyfob 1; Z18 Keyfob 2; Z19 Touchscreen basement; Z20 Motion Hallway; Z21 Carbon Monoxide Hallway. We have provided this customer with over $840 worth of free security equipment & have given the customer 1 month of service at no charge for their troubles. The notes we have from 9/4/2013: The Customer has unplugged system due to annoyance with system. Customer is considering canceling would like a few days to think about it. Customer requested a call back on a few days. This customer has called our office several times using profanity and cursing at our customer service employees. We feel we have gone above and beyond for this customer. We have fixed all of the issues they have requested, given them all of the equipment they wanted and yet still they are not happy. If this customer cancels they will held to the contract terms and be referred to collections for any unpaid debt. We are still willing and able to assist this customer as we just went out to the home this month. The problem is the customer is not allowing us to help them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Monotronics failed to provide acceptable service, response time far too long. Get threatening phone calls concerning contract. Tested system through police dept. 3 times. Response time was 12 minutes the first time, 5-6 minutes 2 other times. 3-5 mins when tech tested with them expecting it. Cannot see paying 3 yrs. contract for no acceptable service. Monotronics failed to provide promised service, therefore should not be paid $1240.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Just void the contract and get equipment out of home.

Business Response: Initial Business Response
We are not the company the does the alarm monitoring therefore we have no control over the response time for the alarm monitoring. The response time will vary depending on the local police or responding jurisdiction. The customer will still be held liable for the contract since we have provided everything promised on our end. We cannot control how long it takes for the police department to respond to alarm system. Monitronics does follow certain procedures when dispatching police to a home and after they have dispatched the police they have no control on how long it takes for the police to respond to the alarm system. Every jurisdiction is different. We have provided the customer with acceptable service. The system is working properly however the customer is not happy with the police response time which no one can control.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) There is no resulution offer in their statement, and my contract was with Maximum Security Alarms, not Monotronics. I offered to allow them to retrieve their equipment and to pay $200 for voided contract which is reasonable considering unacceptable service.

Final Business Response
We are working on getting the event history report from Monitronics since we do not do the alarm monitorinig for this customer. We are just the dealer that installed the equipment into the customers home. We need to verify what Monitronics has on record for the customer and we will be able to provide you with an exact history report for each occurrence.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are not getting a timely response promised from the monitoring company, despite numerous complaints there is no resolution. On July 2nd service began after a contract was signed for 3 years of alarm monitoring service. We had been guaranteed a fast response time of aprox. 20 seconds and a new alarm panel. A tech came to our home and installed a panel, we noticed over the next few days that our phone service was intermittently disrupted, dropping calls and calls not coming in. On July 10th we contacted Maximum to inform them of the problem and our belief that the new panel was the cause, we were told a service ticket would be put in and we would get a call back. After several days of no response we contacted our phone company who came out the same day and diagnosed the problem and as improperly prepared wire put in by Maximum. Finally on July 19th we got a response from Maximum, I informed them that the situation was resolved but was disappointed at the time that passed before we got a response, they claim they been trying an incorrect number since the 15th and yet the managed to get thru 9 days later, I doubted this. On Aug 9th after several alarm tests that ended with either no response or delayed response of nearly three minutes, we were very concerned so we called our sales rep, *******, who had sold us the system and on a three way call we contacted customer service together, we explained the trouble with the delayed response and the bad installation, we were told a supervisor would contact us back, we NEVER heard back from anyone. On Aug 19th we tested the alarm again and after no response for several minutes of continuous alarm sounding we contacted Maximum again, I spoke with a representative named *** at Ex *** who disconnected me, did not call back, and left me on hold for aprox 20 minutes when I called back. At this point we were very disappointed in the service and customer service and asked for our contract to be canceled as the company was not upholding their end of the agreement. He was very rude and told me they would not. After getting no solution to this problem we found the number for the president of the company posted online, as a last resort contacted him hoping for a resolution. **** ******* the owner assured me that they would be able to correct the situation and he himself said that the response time should be no longer than 20-45 seconds. He thanked us for alerting him to the problem and also said to contact him back if there was any more trouble. He then scheduled an appointment with a tech who would be able to see if there were problems with the equipment. Unfortunately, the tech who came to the house was the very same one who installed the system improperly, he said he was going to put in a cellular piece that should speed things up. We do not see any such new equipment in the house and we highly doubt anything was actually done. On Aug 27th we tested the alarm and again there was no response for several minutes, I left a message for the owner **** *******. Again on Aug 29th we tested the alarm and got no response for two minutes so I left a second message for **** *******. After no response I left a third message for **** ******* on Sept 2nd asking that our contract be canceled as the company has not held up their end of the agreement, I asked for a call back with the time a tech would come remove the panel and again we have received no response.

Desired Settlement: We would like to be released from the contract as the company has shown they are not willing and not able to fulfill their end of the contract that was signed. We have tried to afford the company the opportunity the correct the problem but they are not doing what was promised and they do not respond back to us.

Business Response: Initial Business Response
We have spoken with this customer several times and explained how the system works. Please see all of the recent communication we've had with the customer. They never answer the phone when we call and when we finally get the customer on the line they decline to allow us to help with them with their issue. Monitronics (Moni) is the monitoring company and we have all tried to help the customer understand how the system works and what the response time is for the system. We are not willing to cancel the account as we have explained this to the customer as well. We respond back to the customer every time they contact us and we are never able to reach them so if they do not answer the telephone numbers we have on file please provide additional contact numbers for the customer we can contact them faster. 9/3/13 secondary on acct (******) called in to ask general questions on the account about times and dates that she called and spoke to our reps.. provided info to the best of my ability. hung up with good rapport. 8/21/13 per tech ****** called in he is available to complete job 10:42am- contacted cust 3 times no ans-unable to leave vm will keep open appt for later 08/21/2013 at 5pm-tech is aware On 8/19/13 called ****** from Moni anyway and he told me that the latest alarm was 08/19/13 in Zone II garage at 2:30 54 Sec and the two way listening began at 2:31 10 sec and there was no response so they called. The listening began 16 seconds after the alarm was activated ****** said the average is 23 seconds, so this response was well within an acceptable time frame. ****** said that if the customer wants a quicker call, she needs to set up a call instead of two way. On 8/19/13 Customer called in again said she wants to cancel, told customer I could send a tech for free. customer declined said there's no issue with the system it is the monitoring company. told customer she is under contract and we will continue to bill her. I asked the customer to allow me to contact service or moni to verify response times. Customer declined, she said she will take legal action. On 8/19/13 Customer called in was transferred from Moni, cancellation request. Spoke to **** ************, customer wants to cancel states that in July her system was not working and it was never resolved we never sent anyone. Informed customer that ****** was trying to contact her on three separate occasions on two phones and she was not able to get a hold of the customer. told customer I could get her over to service to set up a date to fix the issues, customer declined. I offered to waive the 50 dollar trip fee customer was disconnected tried calling customer back at the panel number no response endless rings.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) The company claims they have tried to contact us and that we do not answer our phone, this is completely untrue as they have an old number listed as the first number on the account, we have given them a list of current and complete numbers SEVERAL times, why they have not corrected this on their end I cannot understand. As far as the response time, the average 23 second response time is only what they show in their call center, the alarm is ringing on our end for nearly two minutes longer. I have explained this to them many times, including to the owner who stated there must be an issue with the connection to the monitoring center, we have allowed the tech to come out again and fix the problem but nothing was actually done and the problem is not fixed. The answer on the part of the company does not address the issue we are having and they ARE NOT fulfilling their end of the agreement. We have contacted the company as well as the owner countless times and have only gotten ONE callback 9 days later, the owner who had asked me to let him know of any future problems did not respond back to any of the three messages I left him, in which I did leave my callback number. This company is not concerned about providing good service to their customers. Again we ask that the BBB intervenes and insist that they release us from the contract that they have not lived up to.

Final Business Response
We are having our customer service department call this customer right now to see what we can do to fix this issue. We do care about our customers and want to make each of them happy with our service.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Promise one thing, after signing contract found it to be another. They promise to correct but when I call it goes to voice mail. 8/16/2013 ****** *****, for the property on **** ******* st. *** ******* Ca. XXXXX

Desired Settlement: Correct the issue or cancel our agreement.

Business Response: Business' Initial Response
We have tried to call this customer several times to see what he is referring too and what requests we can help him with. We have been calling the customer since 8/20 with no answer or response from the customer. We are kindly asking the customer to call us at 888-564-5621 ext 311. We will be more than happy to assist the customer with anything that was promised to him during the sale.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Phone solicitation to cell phone number. Business representative called my cell phone to solicit business stating he was "in the area" and asking me to confirm that I was a homeowner. It is not legal to call a cell phone number for this purpose. Upon being so-informed, representative stated "how about them apples" and hung up.

Desired Settlement: Business modify their practices to comply with the law, including checking that the numbers they cold call are not mobile numbers or on the federal do not call list.

Business Response: Business' Initial Response
I am writing this letter in response to the complaint sent to us from your office on behalf of ****** **********. We abide by all national DNC regulations and I can mail a copy of our companies DNC policy for your records. This complaint did not include the telephone number in which Mr. ********** was contacted at. All telephone numbers owned and operated by Maximum Security Alarm, Inc. have an area code of 916 since we only have a call center located in Sacramento, CA. We will be more than happy to add Mr. **********'s telephone number to our internal DNC records. Please provide me with the telephone number in question so I can research this further. I appreciate your direct attention to this matter & Thank you for your time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a security system in place when I received a call fro this company advertising a better deal. They promised to pay off my old contract for 3 mos. On 3/21/13 Maximim Security Tech.came and on 4/1/13 Tec. ****** ***** was sched. to remove my ADT system and install but was unable to get signals after 2 days of trying & put a small antena in my garage; still no service. Decided he needed a large antena under the house. From 3/21/13 four tech. invaded my privacy. Tech. ******* ****** got good signal without an atena. However he did not put the main key pad in my bed room as I requested and did not secure all the windows and doors. I was told by ***** in customer service that there was not enough power in my bedroom for an interactive keypad. Later I was given the 2nd intractive keypad as originally promised. The service did not work. A 3rd tech., ***** ***** came out and conected the doors and windows as promised and got signals in the bedroom. There were still problems with getting the system to work properly. All this time I was left without any home security. Also the company refused to pay off my original security company so I was paying for ADT security service for 3mos. after it had been disconnected by Maximum Security. as they remove my old system while they tried to get their system installed. No one cared that I was a senior living alone with no neihbors near by. My calls to the company began to be unanswered and no replies to my many messages left. The Sales Rep. who initiated the sale was ******* ****** whom I was no longer allowed to talk to. Instead *** ****** who said he was ******* ********* Supv. would answer the phone when I called the number given me by ******* ******* He became very agitated with me and said there was nothing else he could do for me. I agreed to "land Line rather than wireless service. Late in May, 2013 I receive a call that a tech would be out to fix my service the next morning. The next morning I received a call from a Mamimum Administrator saying if I didn't agree to say I was satisfied with my services they would remove their system withou atempting to repair the system. He said he felt sure they could get it working but I had ti sign the agreement saying I was pleased with the service before hand. I refused to sign any form before the work was completed so Quentin Harris came in on 5/14/13 AM and removed all their equipment. None of the extra holes in the walls were repaired not the place in the garage where the unneccesary antena was placed then removed. Wires were cut, tangled and unlabeled making it almost impossible for the next security group to connect their system. Today I received a 2nd bill from Maxmimum Security Alarm for monitoring services. Invoice # XXXXX. A call to the co. states they have me listed a customer being monitored. The system was never completd so how could they have me listed as a customer? The company never apologized for thr mos. I had no secrity coverage. They asked me to make a statement that I was happy with their services before it was properly installed. I feel I should be compenstaed for the time I had to stay home for their Techs. to try to get the system fixed, the mental stressed/anxiety I experienced associated with lack of home security; the rudeness in which my case was handled. Also some one needs to go back into my Crawl space an get all those wires untangled and labeled for possible fuure use. This company needs to be investegsted for the way they handle their business

Desired Settlement: A minimum of $500.00 for the time I spent at home waiting for the technicians to complete their job. One tech. was here until after 12;00 Midnight trying to get all the doors & windows covered when he realized the previous Tech. had not done so. Reimburse me for the 3 mos. I was paying ADT while I was not covered. TOTAL OF $95.07 NOTE: THIS WAS PART OF THR ORIGINAL AGREEMENT. A LETTER OF APOLOGY.

Business Response: Business' Initial Response
We have gone back and forth with this customer and on 5/13/13 we advised the customer since she was unhappy we would pull the security system and cancel her account. We have tried to call this customer several times since then and have not received any type of communication. We have done everything possible to try and resolve the issues this customer experienced. The issue we experienced here is the old equipment that was taken over by our company is not working properly and we cannot warrant or repair another company's equipment. We will call the customer today again to see what how she would like to proceed. We have already provided the customer with free service since she was installed on 3/28/13. Her first bill was not until 6/28/13. We are not going to pay this customer $500 for her time. We understand everyone's time is valuable including ours and we have spent many man hours trying to resolve the issues she has experienced as well. We are willing to do 1 of 2 things. 1. Get the system working properly and train the customer on the use and operations of the system. 2. Remove our equipment from the home and cancel the account.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Maximum Security refused to take under consideration that I was paying ADT $31.99/month the entire 3 months after they interrupted my services. Maximum had promised to promised to pay off my contract. Also, the mental anguish and stress as I modified my time to allow their technicians to work on the system. The anxiety of being home alone without any security system and then when I think we are making progress they pull out because I refuse to say I was pleased with their services before it was up and working, I did not get a sincere apology from ******.

Business' Final Response
We have spoken with this customer several times and have done everything in our power to try and accommodate the customer's needs and requests. As we have explained to this customer we are more than willing to reimburse her for the 2 months of service totaling 71.98. We are not willing to pay $500 to this customer since she feels it's an arbitrary cost for her time. We have spent 1,000's of dollars trying to the system in working order and the customer was still not satisfied with the security system. The system did work however the customer did not have all the equipment she wanted therefore it was not up to her standards which we tried to resolve several times and we could not please the customer therefore we canceled the contract with no penalty to the customer. We removed the equipment and canceled her account. The bottom line here is we have spent several man hours trying to reason with this customer and we have already explained what we can further do for her. We can reimburse her for 2 months of service she had to pay towards her old ADT account. We have already sincerely apologized to this customer regarding the fact she feels she did not get the service expected however we tried time and time again to reason and work with this customer to try and accommodate her every need. We did sincerely want to resolve this problem and since we couldn't we canceled the account with no penalty.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company pulled mine and my wife's credit report without permission from either of us or knowledge of them going to pull our credit report. I was contacted about receiving their product and was only asked my date of birth along with my wife's. We were not aware that they were going to pull our credit report. At no time did they advise us that they were going to do so. I contacted them to have the their inquiry removed and they told me that I needed to fax a letter to them for them to remove it. I did fax the letter and they have not remove their inquiry yet.

Desired Settlement: I want their inquiry removed from mine and my wife's credit report immediately. Also, I am planning on seeking out legal assistance for them doing such without our permission. The company will have a chance to settle with me outside of court on this matter if they want too. Without gaining permission to pull the credit report from us is against the law. I WOULD HAVE NOT GIVEN PERMISSION IF WAS ASKED.

Business Response: Business' Initial Response
I would like confirm the credit inquiry placed on your personal credit file will be removed. This inquiry was placed in error by one of our partner companies. It appears they accidently submitted this information to the credit portal in our internal customer database while saving your customer lead information. We had no intention on placing a personal credit inquiry on your personal credit file. Please accept our apologies our deepest apologies as we will take immediate action to correct it. Please rest assured Maximum Security Alarm, Inc. and all partner companies advise all customers regarding any credit inquiries that occur is regards to their home security system.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) 30 days to take off. It did not take 30 days to put it on there when you did not have permission in the first place. It needs to be removed immediately.

Business' Final Response
Credit inquires do take up to 30 days to get processed. The requests have been made by our company to remove the credit inquires.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was told I had 30 days to change mind about keeping system, but when I asked to have it removed, I was told it was only 3. Credit threatened, lied to. I received a call from Maximum Security regarding a free medical alert necklace with the installation of a security system. I said I wasn't interested. I was pressured repeatedly on the phone and tentatively agreed to the installation. I changed my mind 2 days later and called, but they said they were already in my area ready to install, and the installer had already driven from ******** to do it (about 2 hours away). I said alright and allowed him to install it. When he arrived, I was asked to sign an online form agreeing to installation. I wanted to read the contract, but he pressured me to go ahead and sign b/c I had 30 days to change my mind. He was in a rush to get home for family movie night with his 5 kids, and since he is divorced, he didn't want to miss his chance. Meanwhile, he didn't recommend using a motion detector because I have a dog. He wrote down directions for changing the code, but when I tried to follow them, they didn't work. He also said I would be receiving a hard copy pamphlet in the mail the following week, which I never received. I have called repeatedly about the problems, and most times I have only been able to leave messages. The company finally called me when they realized I had cancelled my credit card. Mr. ****** ****** (on 5/23/13) refused to discuss any of the issues and threatened to destroy my credit. My daughter called the following day and spoke with ********* who again refused to discuss anything other than removing the security system while still enforcing the monthly charge. She told him that this was elder abuse, both in the sales tactics and the service responses.

Desired Settlement: Removal of system, return of payment made, no negative credit report.

Business Response: Business' Initial Response
I believe this customer misunderstood her cancelation right. There is a 3 day cancellation, 30 day cancellation. We installed this security system on 5/3/13 and shortly after the customer stated she was not happy due to the fact she need another motion detector so we accommodated the customer and scheduled a service call for 5/9/13 to install another motion detector for the customer. We did not hear from this customer again until 5/21/13 stating she wanted to cancel the service. We are more than willing to remove the security system however she did sign a contract therefore there will be an early termination fee for not fulfilling the contractual agreement. This customer is refusing to allow us to help her understand how to operate the system. We are more than happy to provide this customer with the service need in order to be comfortable operating her alarm system. If the customer does wish to cancel there will be an early termination fee associated with the contract. We have already mailed a copy of the contract to the customer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) It's now June 6th, and the company still has not removed the system. Now that the complaint has been filed with the BBB, the company is making more of an attempt to return calls; however, they still won't schedule a time to remove the system and remove the threat of poor credit if she doesn't continue to pay the monthly fee for the contract period. The simple truth is that she was told she had a month to try the system, period. Yes, the contract says 3 days, not 30, but she was told to sign it by the service man because he was in a hurry and she had a month to cancel anyway if she didn't like it. She doesn't like it.

Business' Final Response
We did not in any way "*****" the customer into anything. If she did not wish to sign up then she could have just told us NO. The person making this complaint was not there to witness this and we have spoken with technician who DID NOT in any way force this customer to do anything against her will. We are not in the business of wasting neither our time, nor our customer's time by trying to "bully" someone into signing up for something not wanted. In no way does it make sense business wise for us to do this or use this so called tactic we are being accused of. Think about the facts here, we have to pay for all the costs associated to signing someone up and then the customer decides they don't want the system and they cancel so now we have wasted 1,000's of dollars and man hours to bully a customer into something they don't want? From a business stand point does this make financial sense? No, it doesn't. Our reputation is bigger than that and we pride ourselves in providing customer with the service they want and deserve. We are in the business of protecting customers who want the peace of mind knowing their home and family is being protected. We apologize you feel this way however we did not bully you mother and are taking every step necessary to fix the situation.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales representative misinterpreted the contract terms Technician misinterpreted the contract terms The service is not up to the standard Purchased & Installed Date: 5/6/2013 Installed Technician: **** ******* Technician Cell number on the business card: XXX-XXX-XXXX I got a phone call from Maximum Security Marketing saying they have an offer for a home security system for 44.99 a month and since there was no obligation I agreed to check it out. Then I agreed to set up an appointment with their technician in Jacksonville called ************ But after few days before the appointment I realized that I did not ask if it's going to be a contract since I do not want to get into long term commitments. Then I cancelled my appointment. Few days later I got a phone call from the same person and he asked why I cancelled the appointment and I said I do not want to get into long term contracts. Then he said it's not going to be a contract and I have questions I can get clarifications from the technician when he comes for the demonstration. We then set up an appointment again with the same technician. When the technician arrived home I especially asked him about the service termination terms. He said it's a contract but I can cancel the contract anytime by paying two months installments which is 44.99 x 2 and then he asked me to sign a document. I accepted what he explained to me and signed it. Also he offered me a smoking alarm which is $65 one time fee and he said with that I can get about 20% discounts on my home insurance because it's sending alarm to the fire department directly. So I paid for that as well. He installed the system on that day and went with the payment of $110 from my checking account. After about 1 week I got a call from maximum security and they asked if I am satisfied about the equipment. I said yes, and asked about the contract terminating terms as well. They said it is a 36 months contract that I have to maintain and further they says they can not be responsible for the technician's statements on terminating the service. This is totally a deception. Also one day I accidentally open the back door when the system was armed and there was an alarm sound inside the home. Then I keyed in my pin and it stopped. I did not receive ANY call from the monitoring company or what so ever to check what's going on. I have those records with me. Therefore I do not believe this security service fulfills my requirement.

Desired Settlement: The technician who installed the card gave me his name card from maximum security and when I tried his phone number it says INVALID phone number. Therefore this all look like to me as a fraud. I DO NOT have a TRUST on this security system and therefore I kindly request Maximum Security to remove their equipment from my premises and release me & my wife from their 3 years deceiving contract. I do not want a refund, but i do not want to commit 3 years for this type of security service.

Business Response: Business' Initial Response
We cannot cancel the contract. All agreements and contracts that are law abiding are done in writing and we do not offer and have never offered a plan to pay 2 months of service to be able to cancel any contract. The Rep *** ******* is denying this was ever told to the customer. We cannot honor anything that was not signed and agreed upon in writing. This customer will be held to the terms of the signed contract. We will be more than happy to check the system to make sure everything is working properly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The beeps continually daily and nightly its driving me crazy!!! I paid for the first $44.99 I asked to remove the system after the first days payment I was informed that I must sign the form and then I was told at that time that I must pay 60 months!!! I am a 78 year old Living alone and on Social Security and I cannot pay the above

Desired Settlement: I would be happy if they do not in the future cannot allow another elder victim

Business Response: Business' Initial Response
We have been in communication with this customer and as of right now this customers Son will be taking over her account so she will not be responsible for the contract of the alarm system.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am receiving harassing phone calls. On numerous occasions within the last year Maximum Security has called my residence for sales and alarm installation. I have attempted to call the company back to speak with an individual. I am not able to speak with anyone due to the phone number they provided is never connected to a voice mail or real person. I have submitted this company and phone number to (THE DO NOT CALL LIST), which they still call my residence. I have also looked up this company on the web and reviewed numerous complaints. The complaints have been receiving harassing phone calls, bad sales, A consumer has also filed a complaint with the attorneys general office. I WOULD LIKE THIS COMPANY TO SEIZE ALL PHONE CALLS TO MY RESIDENCE, IT IS OBVIOUS THIS COMPANY HAS NO REGARD FOR CONSUMERS OR ANY RESPECT. IT IS APPARENT THIS COMPANY HAS HAD COMPLAINTS AND THEY ARE STILL IN BUSINESS.

Desired Settlement: I WOULD LIKE THIS COMPANY TO SEIZE ALL CALLS TO MY RESIDENCE. THIS COMPANY ALSO SHOULD BE OUT OF BUSINESS. THIS COMPANY CONTINUES TO CALL MY RESIDENCE, I AM ALSO FILING COMPLAINTS TO THE FOLLOWING ORGANIZATIONS. DO NOT CALL LIST FOR MONATARY CHARGES ATTORNEYS GENERAL OFFICE CONGRESSMAN & ASSEMBLY

Business Response: Business' Initial Response
We have added this information to our DNC records. We apologize for the inconvenience as it is not our intention to bother or harass any consumer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dishonest, extremely rude and unresponsive to service. The agent that helped me with my service need was extremely rude, and dishonest. I have never had to deal with such unprofessional person in my past. The agent was out right insulting and not truthful. Prior to me signing the 3 year agreement serviece was great and seemed professional but the minute I signed the 3 year contact is when they stopped returning my calls and so on. So as a last attempt I sent an email telling the agent that I would like to cancel my service due to lack of customer seriece and I was instulted by the customer service agent. The unprofessional manner the agent handeled my report of problem with their devise futher confirms that I did not want to do business with Maximum Security Alarm, Inc. I have been trying to get someone to come and pick up their equipment with no sucess to this day. After multiple attempts I got an appointment scheduled which I had to stay home form work and wait for somone form Maximum Security Alarm, Inc to come and pick up their equipement but no one showed up or called to cancel or reschedule. When I called after the 2 hour window I was I was told that the appointment has been rescheduled but no one notified me of the changes. I'm extremely frustrated and disappointed with the service and not sure what else to do for them to come and pick up their equipment.

Desired Settlement: Although I should ask for reimbursed for missed pay from staying home waiting for someone to show up and the extreme frustration all I want is for someone to come and remove their equipment and also I fell I deserve an apology for being insulted.

Business Response: Business' Initial Response
We spoken with this customer several times and informed the customer we will cancel her service for her on 6/19/13. We have a system pull confirmed for this customer on 7/3/13. We apologize Ms. ****** feels she did not get the service she deserved, as this is not how we operate our business. We want to make sure all of our customers are happy and well taken care of. We did return all phone calls to this customer and help her is along the way, however nothing we did was satisfying to this customer. We appreciate the feedback and we will certainly investigate this information since it was directly against the sales person she was working with.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went through a long sales pitch after calling to inquire about an alarm system for my home, was never told i needed good credit for this system until. I called today to get pricing for an alarm system for my home, the salesman seemed very nice and went through a 30 minute sales pitch and then offered me a alarm system at no cost and only pay the first month monitoring. He explained they have a deal with GE, and that the alarm systems are free, and as long as i would sign a 3 year monitoring contract, they would come and install it tomorrow. After i agreed to everything, he then asked for my date of birth, he only indicated to look at a file, not to run credit check. He comes back a few minutes later and tells me my credit was to bad, and he couldn't help me. First off i gave no permission to run my credit, 2nd they never said anything about qualifying for this system, 3rd after i called back to get further explanation about what just happened, he pretty much treated me like a second class citizen because i have a low credit score.

Desired Settlement: Give me my free alarm system i was offered. Touchpad, 2 remotes, 4 door sensors and 2 motion sensors all wireless. Made by GE. I will find an alarm company to monitor it that treats all people equal.

Business Response: Business' Initial Response
In order to qualify for any home system equipment at no charge (which is the promotion we offer) consumers must met certain requirements which include owning the home or business and a satisfactory credit rating. If a consumer does not meet the credit rating requirement we are unable to provide the consumer with the promotion we offer. There is nothing we can do for this consumer since they did not met the credit requirements that are out required for this promotion. Most alarm companies have the same credit requirements therefore we do encourage this consumer to find another company that can offer this promotion. We apologize for the confusion however we are not able to provide this consumer with any free equipment since the free equipment is only valid with a 3 year monitoring agreement.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) They did not explain any of this up front, they mislead me, and added unnecessary points to my credit rating, not to mention, they never indicated that they were going to run my credit. I challenge them to provide written or verbal permission of me giving them permission to even look at my credit. This response is not good enough, im tired of being treated like a 2nd class citizen because of a credit report.

Business' Final Response
During our approval process we explain to all customers we have to do a credit verification to ensure they will qualify for the promotion. This is not a line of credit, it is a credit verification. We do not treat any consumers like a 2nd class citizen due to a poor credit rating we are just unable to provide them with the promotion we offer with free equipment. This is a standard qualification with any alarm company.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am on the Do Not Call List. They call several times a day, multiple days a week. They keep calling me. I am on the don not call list. I ask to be removed, they don't remove me. I go through the automated steps to get removed from their system. They still call me. They have called me twice today already. I can't take much more of this harassment.

Desired Settlement: Stop calling me.

Business Response: Business' Initial Response
I have added this telephone number to our internal DNC list.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company has not honored my repeated requests to discontinue their sales calls. I began receiving telemarketing calls from MSA on 3/28/2013. These phone calls do not come from readily identifiable toll free numbers; rather, they come from what appear to be local callers. When I answer the phone, a recording prompts me to install a home security system after citing statistics regarding the annual number of break-ins across the United States. Initially, I hung up the phone, but after repeatedly receiving calls from MSA, I requested that my number be removed from the company's call list. I did this both verbally and through a prompt that the company offered in their recorded greeting. On 5/23/2013, I specifically spoke with a supervisor who identified himself as ******* **** Despite these requests and regardless of the fact that I have been registered with the Federal Trade Commission's National Do Not Call List since April 2013, I have continued to receive phone calls from MSA. As of today, I have contacted the Federal Trade Commission as well as my state Attorney General's office. I have yet to hear anything from the FTC; the AG indicated that there was little that could be done to pursue MSA because of the means through which they have contacted me (i.e., spoofing). Indeed, since speaking with the AG's office two days ago, I received two more calls from MSA (5/29/2013 at 5:49 PM and 7:44 PM). I consider these calls to be harassing in nature and in violation of KRS § 525.070 (1)(e) wherein harassment is defined in the following manner: "A person is guilty of harassment when, with intent to intimidate, harass, annoy, or alarm another person, he or she.... Engages in a course of conduct or repeatedly commits acts which alarm or seriously annoy such other person and which serve no other legitimate purpose." I have repeatedly told MSA that I already possess a security system, that I have no intention of changing my services, and that I have no need to do business with them. If I cannot resolve this issue through the BBB, then I have no option other than to seek a resolution through litigation, which I would rather not do. It's an unnecessary waste of time and resources but, as I have also indicated to MSA supervisors, I will not hesitate to pursue legal action if they continue their solicitation.

Desired Settlement: I want the company to stop calling me.

Business Response: Business' Initial Response
We have added this number to our internal DNC records however I do not show any records that Maximum Security Alarm called this consumer directly, nor do we have an employee by the name of ******* *** therefore the call was initiated by another company other than Maximum Security Alarm. We have no intention on calling any person whom is on the DNC. I have updated our records so this consumer will not receive any telephone calls initiated from Maximum Security Alarm.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I receivef another call from Maximum Security Alarm this afternoon at 4:17 PM. I continue to request to be removed from the call list. This is the last opportunity I am offering to have this issue settled amicably.

Business' Final Response
We have already responded with the fact we will place this telephone number on our DNC list and Maximum Security Alarm will not contact this customer again.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Feel I was lied to about this company's promise to pay off early my former contract with ADT. They dont get back with me to try to resolve this. I was contacted by phone the end of Mar. 2013, about subscribing to the Max. S. Sys. Alarm Sys. When I told the sales rep I was still under contract with ADT he said his company would be willing to pay off ADT early if I would switch carriers. I told him what the total amt due was, and he sent a svc tech out to the house on April 4, 2013 to set up the system. I was told I would receive a check in the amount of $249.68 within 2 weeks. Max. Sec. did finally call ADT to verify cancellation of my acct with ADT, but I have received 2 notices by mail from ADT that the $249.68 has not been paid, and I have received a phone call from them. My calls to Max. Sec. were given the runaround, and 1 time I talked to a woman who was supposed to be a mgr, who said she would check into the problem and get back the next day to me. She never did. I have repeatedly called them, with no assurance from anyone as to when or if I would receive pymnt of $249.68. I was in contact with several different sales reps. Talked to a ******, at X-XXX-XXX-XXXX, and have talked to a woman mgr on or about Apri 26, 2013, who was supposed to get back with me, and didn't. I have also used the phone #'s XXX-XXX-XXXX and X-XXX-XXX-XXXX. Monthly payment was to be auto deduction monthly from my checking acct.

Desired Settlement: I want a check in the amt of $249.68, and if they don't send it, I want the conract for security system cancelled with no penalties. I also want to know when I can expect payment, as ADT has been contacting me, and I do not want my credit ruined.

Business Response: Business' Initial Response
We have no problem providing this customer what was promised to them. We will contact this consumer today and get a check cut to them for what was promised.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: installed alarm system on 5-16-2013. Soon after installer left system began malfunctioning-cannot use. Purchased a GE Simons xti alarm system on 5-16-2013 and installed on same date. Soon after installer left the alarm began to send tamper/ malfunction alerts to monitoring company. Monitoring company called me at wrong number to advise of problem notice that they were receiving. I have spoken with ******* in Service, **** at Monitronics the monitoring company, ******* in administration from Maximum, **** in their survey department, **** at Monitron, etc. I have tried to get someone to trouble shoot system so the alarm will stop disturbing my neighbors to no avail. The best offer they have given me is to send someone on Monday, May 20, 2013 to try to repair the system that never worked for more than one hour. I really have no confidence in their ability to deliver a functioning system and have already experienced the extreme difficulty of trying to speak to anyone but an answering machine on the emergency call line. Even though they called me on the wrong number several times to tell me about the malfunction and did not reach me, the police never came or called. Therefore if I was in trouble I could be dead because of their lack of proper monitoring. Highly unprofessional service. I also have to put up with constant phone calls and messages from the monitoring company because the machine is sending tamper/malfunction alerts to them.

Desired Settlement: I would like my money back and their non-functioning equipment out of my house. Copies of everything.

Business Response: Business' Initial Response
We spoke with Ms. ****** yesterday and believe we resolved all of her concerns with the security system. We provided her with a "Notice of Cancellation" and have agreed to start her 3 day right of rescission on 5/20/13 therefore if this consumers wishes to cancel between 5/20/13 - 5/23/13 she may do so.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In late April this company contacted my elderly mother by telephone and talked her into learning more about a home security system when she already has one. Their representative called again the following Monday to verify that they were coming over. They were told no in two separate phone calls (one incoming and one outgoing) and that this person is not authorized to make decisions for the home. Then next morning a man who claimed to be from the company attempted entrance to the home but was blocked by a visiting nurse. The alleged salesperson was aggressive and nasty, but left immediately when the Area Agency on Aging was notified. This company called again this past Friday May 17th. I fear for other elderly people who may not have constant monitoring. We are on the National "do not call list" and privacy manager through AT&T, and this company still got through.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to never be in contact with the following number ever again. XXX-XXX-XXXX. Nor anyone else in the 330 area code. They should be turned over to the FBI.

Business Response: Business' Initial Response
I do not show any records the Maximum Security Alarm made any phone calls to the telephone number XXX-XXX-XXXX. We have added it to our internal DNC records however we do not show we made this phone call.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Because the telephone number we wish to have placed on the Do Not call record is XXX-XXX-XXXX.

Business' Final Response
We will add the telephone number XXX-XXX-XXXX to our internal DNC records.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled services today May 6th with Maximum Security Alarm, Inc., They denied me confirmation proof of cancellation.I also want a full refund. A service Account Manager( **** ******* came to my home at 1030am on May 3rd 2013. Contract was signed to purchase Alarm services through Monitronics with the understanding I have 3 business days to cancel services and not be held accountable for contract and paid fees of 142.99 and reacurring payments of 38.99 monthly if I chose to cancel.I looked into services and compaired rates with other competitors with my husband and we decided to cancel that afternoon at 2pm central time. We tried to contact **** and Maximum security and left messages stating I wanted to cancel services, we had no response back that Friday the 3rd. I also tried again Saturday the 4th and recieved voicemails. Today Monday May 6th I called Maximum Security at X XXX-XXXXXXX and recieved a live women on the phone at 9am central time. I voiced my concerns to her and told her I wanted to cancel service. She told me she has noted my account and a cancellation specialist would contact me within an hour to cancel my acct.I called again at 10am central time and was told they were working on it and a manager would call me soon. Then **** ******* contacted me at 1038 am trying to negotiate prices and I told him No I want to cancel services and get refunded, he said he would take care of it and call me back. No one ever called me back so I called again at 1145am and told them it has been well over 3hrs, and I want some answers and I want my services cancelled. I was then transferred to a female Manager who I explaind I didn't want services and I want my money refunded and I want a confirmation of my cancellation. She told me she doesn't know if I will be refunded since it has been a few days, I told her" By Law you have to refund me it is in the contract that I have 3 business days and I want confirmation of the cancellation now a number or something confirming it. She told me she cannot provide me with that but said my acct. was cancelled and I should get my money back. I also filed a complaint with my Credit card company who is desputing the 142.99 amount withdrawn on Sat. May 5th, and they have proof of my cancellation with Maximum Security/ Monitronics. I also contacted Monitronics who said there is not even an account set up for me there yet. Also the Alarm System was never installed and had an install date of May 14th.

Desired Settlement: I want this to show proof I cancelled my contract with Maximun security inc. / monitronics within 3 business days of written contract Today May 6th 2013. I want full refund withdrawn by Maximum security Alarm inc./ Monitronics in the ammount of $142.99 from my Chase Visa credit card and I want the to stop/ cancel any reacurring payments set up through my voided check to them from my TCF National bank account in the ammount of 38.99 every month. I am not to be held accountable to there 3yr agreement contract since I cancelled within 3 business days of it being signed, Today Monday May 6th 2013.

Business Response: Business' Initial Response
We have already spoken with this customer several times and explained we have canceled her account. She will not be responsible for the 3 year contract. We refunded this customers account on May 6th. When we spoke with the customer on May 6th she understood everything. We should not have this as a complaint on our BBB record since we did nothing wrong. This customer received everything she requested from us.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) It took me from 9am to 12 noon to get a response and 3 phone calls just to cancel my account. They said they would have a cancellation specialist call me back which they never did.When I finally did get Manager on the phone she was rude and couldn't give me a cancellation confirmation number.So without a confirmation number I had no proof my account was cancelled so I filed a legit complaint with the BBB to cover my own ****! Where the complaint shows the intent to cancel within the 3 business days, that is why the complaint was filed!!

Business' Final Response
We do not have a cancelation confirmation number. We confirmed with the customer verbally the account was canceled. We are not in the business to make any customer unhappy so if a customer wishes to cancel their service within their 3 day right we will do everything we can to help them with the process.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint regards the Alarm Monitoring account of Mrs. ***** E. *******. The premise phone number for the account is XXX-XXX-XXXX, and the address is **** **** ***** Ave in ****, AZ. I am Mrs. *******'s son and hold POA in her affairs; a copy of that POA has been provided to Maximum Security Alarm company. I have been trying to resolve this issue with the account representative **** (last name unknown) without avail. On 15 February 2013, Mrs. ******* was visited at her home by a person who represented he was "from her alarm company" and was there to confirm that her system was functioning properly. He examined the alarm controller box and informed her that it was very old and not reliable and would need to be replaced. Being 88 years old and quite unfamiliar with electronics, she said "OK". The representative presented a document to my mother for signature acknowledging the new controller installation. At no time did the representative explain to her that this was for a new monitoring company or that there was any contractual commitment for monitoring services. In that contract, one section is titled "Customer Authorization: To Be Completed by Customer Only", however he also filled out that part and did not ask her the specific questions. He circled "N" in response to Question 3 "Are you under any contractual agreement/obligation with any other company for monitoring services?". He also answered "Y" to Question 10 "I have received and Alarm User Manual, Instructional DVD, Yard Sign and window decals" (none were provided). Finally, regarding the contract, the pink copy left with Mrs. ******* at time of installation differs from the version provided to me by **** at Maximum Security Alarm via email on 26 April; the most notable change is in the financial disclosure statement where the "Amount of Each Payment" and "Total of all Payments" are left blank in my mother's copy but have "$34.99" and "$1259.64" respectively written in the company copy. Clearly this contractually-critical data was added to the contract after the representative left the premises as part of the deception. In the couple months following the installation, my mother still believed she was with Guardian and did not discover that there was a problem until approximately two months later when she had a health incident requiring immediate attention. After activating her alarm requesting help, none came and her emergency contact numbers were not notified; a neighbor was able to drive her to the hospital. Curious why the system had not functioned properly, one of her relatives contacted Guardian and upon running a check on their system they found that they were not getting any data from the system. Their technician inspected and discovered that the controller had been reprogrammed and was no longer contacting their service. At that time, we began taking steps to try and resolve this issue with Maximum Security Alarm. I have graciously offered to pay the amount due for the first few months of the service, which is frankly extremely generous given the fraudulent circumstances of the contract and that the service failed her when she had a medical emergency. I made this offer in hopes of simply closing this issue for both parties, but that has been rejected and I have been informed that any cancellation will require full payment of the three-year commitment. We find this unacceptable given the fraudulent actions of this company.

Desired Settlement: We request immediate cancellation of the contract with NO termination penalties; immediately dismissal of any outstanding balance; and notification to the billing company Monitronics to cease all calls to Mrs. ******* and myself regarding any collection of past due balance.

Business Response: Business' Initial Response
We will cancel this contract immediately and will need to schedule a time to remove all the equipment we added into the home. We apologize for any inconvenience as we had no idea this customer was signed up without her POA's knowledge.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Maximum Security Alarm installed an alarm system March 16, 2013. The system they installed has never functioned properly. Maximum Security installed an alarm system plus a medical monitoring bracelet for my wife, who is 100% disabled and was made fully aware of the fact that cell phones do not work at this address. The installed placed a faulty panel, no signs for the system outside the home, and handed the monitoring of the alarm system to another company, Monitronics Home Security, telling us that Monitronics was only going to be the billing company. We since learned that Maximum Security was only responsible for the installation, and Monitronics is not only billing but monitoring the system and that system requires cell phones to be used in monitoring our home. We requested that the faulty panel be replaced and the signs that were supposed to be installed, only to be told that there would be a $50 service charge from Monitronics and an additional $10 fee for the signs to be placed, plus that their system requires that cell phones MUST be used in monitoring the system, something that we told Maximum Security from the very beginning that cell phones do NOT work in this area. We attempted to call the phone number originally used by Maximum Security, but that phone number is now used by a different business and different name. My wife's health and our home is at stake because of this fraudulent behavior.

Desired Settlement: We have been locked into a 3 year contract with this company under fraudulent circumstances. They need to either refund our money and cancel the contract or correctly do the installation that should have been done in the 1st place and assign a different company to monitor the system that is not dependent on cell phone.

Business Response: Business' Initial Response
We have already spoken to this customer and scheduled a service call for 5/10/13 at 1:00pm. We have the same telephone number which is located on our contract XXX-XXX-XXXX, it has not changed and has been in use my Maximum Security Alarm for over 5 years. We will make all the requests for this customer have been completed at the time of the service call on 5/10/13. We will not be charging this customer for anything. We are more than happy to repair or fix any issues that come about with the system.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not show up at appointed times to fix problem with communication error on alarm so that phone can not be used. I contacted Maximun security on 4/17/2013 reporting that my alarm system had a communication error and that I was unable to use my main telephone line due to the error. They set up an appointment for 4/19/2013 from 9 - 12 AM. They did not show up for the appointment. I called customer service to cancel my service due to the system not working properly sine signing contract on 12/05/2012. Errors included false alarms and the alarm going off when not armed. They rescheduled to come out at 6 PM to 8 PM. They did not show to fix my problem with the communication error and I still do not have my main telephone line.

Desired Settlement: I would like them to fix my phone, cancel the service, and make repairs to the house where they installed the system.

Business Response: Business' Initial Response
We have resolved the issue with the customer and have found the customer telephone lines to be the problem at hand. The customer ****** receive a credit for 2 months of service due to the fact our tech was not able to make the service call on 4/19/13. On 3/5/13 - customer states that he is having multiple false alarms we checked his status and its reporting okay. Tech checked all signals and fixed problem with system. On 4/19/13 - Customer reported panel took over the phone line and there is no telephone communication. We called customer to advise our tech running behind due to his previous job, customer was upset regarding this and stated it was too late for the tech to come out. We offered to give the customer a credit for 2 months of service due to the fact our tech was not able to make the service call. We then rescheduled service for 4/23/13. Our tech arrived to the home and reported he after troubleshooting the alarm system he found the customer actually has a telephone line issue. He explained phone line problem to the customer and Mr. ****** is going to contact his telephone company and call us back when his appointment is completed so we can ensure everything is working properly.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: did not recieve all parts of the system the salesman said i was going to get. was called in the month of february by a salesman name *** telling me about i have been specially chosen to recieve a ge home security system. i agreed to all he told me and he said i would get my doors covered by door sensors and my windows with window sensors and get 2 motion sensors and a glass break sensor plus the keypad...so we set up a time for their tech to come put it in and they were having trouble with a date and called me back 2 times and gave me a month free so i agreed . about 2 days before the tech was to be here they called and re-scheduled it again so i agreed and then they did the same thing again before he was to be here they called to re-schedule again and i told then to just forget it that it is too much trouble, so they gave me another month free and i agreed, so on 3/25/13 the tech showed up and was telling me who he was and what the work order said i was getting , and i immediatly dis agreed with the order and told him what i was suppose to be getting and asked him to contact them and see why it is different, he said ok he tried and said he would call again cause he did not get anyone, so he started putting the stuff he had in, i got a keypad and 4 door sensors and a motion detecter , i was on the phone trying to call the main office in california and he was filling out the paper work and getting my wife to sign it , and she did not have anything to do with my alarm system, the house is mine and feel like they need me to sign the paperwork, and as soon as they got it signed they rushed out the door and i asked him again about the rest of my stuff and he said for me to tell them and they would send him back, i did and the guy i spoke with told me i did not need the windows covered nor did i need the glass break sensor but i informed him i had only a motion sensor in my dining room and that would not cover the living room where most of my electronics are and he said he would call me back and he never did but the tech showed up and put a motion sensor in my living room and i asked about the window sensors again and the tech said they probably would not give them to me . so he left and i called the main office and left a message and a lady called back a day or two later and i explained to her if i did not get all i was told i would get i would not be needing the system because i have 2 rooms in my house covered and 4 rooms that were not covered by anything, and i did not see the need in paying for a half covered house, she said she would turn it in and some one would call me back,on monday 4/1/13 i got a phone call and explained again to this guy that i did not get everything i was told i would get free and all it would cost me is 34.99 for 36 months and he asked why i signed the agreement and i told him i did not sign it your tech had my wife do the signing cause i was on the phone trying to call them , so he puts me on hold and comes back with wanting me to purchase more motion sensors and i told him no i was not purchasing anything , i was told i would get those things for free and he said i was just trying to get free equiptment and we started arguing and i told him i did not want the system if that is how they do buisness and hung up..

Desired Settlement: if they can not give me what their salesman said i would get which is the doors covered and 2 motion sensors , keypad and glass break, window sensors then i dont want their system and would like for them to come get it and return my 2 checks that the installer took...

Business Response: Business' Initial Response
We have already resolved this with the customer. We have been speaking with the customer over the past few days and are in the process of having all issues resolved.

Business' Final Response
We have spoke with the customer and resolved all issues. We have scheduled a service call for 4/9/13 to install 8 more contacts in the customers home.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to make you aware of a situation with predatory sales tactics which has affected my family. I hope you might be able to help prevent it from happening to another family. My brother-in-law, Dr. ****** ****** had a major stroke in January of 2012 which left him unable to read or write and with a great degree of aphasia. A short time after his stroke, I learned I had been assigned Power of Attorney for Dr. ******'s financial affairs and have been handling these ever since. My brother, ******* ********, was assigned POA for Dr. ******'s medial affairs. Last November, Dr. ****** was sold a home security system on a three year contract by a firm out of Texas called Maximum Security Alarm. Dr. ****** already has a security system through ADT which was sold to him in January of 2011 (one year prior to his stroke). The presence of the ADT system is clearly marked with yard signs and window stickers. Never-the-less, a salesperson from Maximum Security Alarm visited my brother-in-law and sold him an additional security system on a three year contract. I believe the salesperson saw Dr. ******, who is 82, as an "easy mark". No actual security system of any kind was ever actually installed, and no service has been provided, but Maximum Security Alarm has been attempting to obtain payment from Dr. ****** anyway. I first learned of Maximum Security Alarm's involvement in my brother-in-law's affairs when I received a phone call from them demanding payment for three month's service. I live in Lakewood, Ohio and Dr. ****** lives in Cincinnati. Due to the great distance between us, I have arranged for online payment of most of Dr. ******'s bills through PNC Bank. I pay medical bills and various non-regular bills - such as those from the Visiting Angels of Cincinnati - by check from a co-owned account at PNC Bank. I never received any bill from Maximum Security Alarm because neither they nor Dr. ****** would have known to send the bills to me. I believe I have successfully resolved this matter with Maximum Security Alarm and their sister company, Monotronics International (also out of Texas), by persuading them to cancel Dr. ******'s contract. This was achieved through many phone calls, an explanatory letter and faxing of my POA document to Maximum Security Alarm. My concern, however, is that elderly and infirm individuals in Ohio are being targeted by unscrupulous companies which are eager to take their hand earned money from them. I would really appreciate it if you would look into this matter with Maximum Security Alarm and Monotronics International. If you find that they are not legitimate, and can shut them down, you could prevent other families having to waste the time and money mine has had to. Thank you for any attention you can give to this matter.

Desired Settlement: Written confirmation from both parties stating that the contract has been cancelled and no monies are due.

Business Response: Business' Initial Response
We installed a brand new alarm system for Mr. ****** on 11/8/12 which included: new alarm panel, 4 door contacts, a medical pendant and 1 motion detector per the request of Mr. ****** . We had no knowledge of another alarm system in the home. We DO NOT install alarm systems with customers whom are under contract with another alarm company, therefore if we had any knowledge that Mr. ****** was under a contract with ADT we would have never installed a security system for him. In fact our monitoring company Monitronics will not conduct business with any person whom is under contract with another alarm company. This is one of the questions we ask every one of our customers during our initial customer survey before the installation to ensure they understand exactly what they are signing up for. If we felt Mr. ****** was not capable of understanding an alarm system or had family members whom made decisions for him we would have never installed an alarm in his home. When we spoke with Mr. ****** on 2/27/13 he stated to us he is happy with the alarm but his family is now taking over his finances. We are not in the business of "Targeting" the elderly and feel as if we have done everything that was asked of us by Mr. ******'s family. We are a family owned business with high integrity and believe in providing our customers with the best service and support. We have removed and canceled the service and have confirmed this several time with the ****** family. We will be more than happy to provide them with a letter confirming this same information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancelled service within 3 days allowed gave 4 reasons 4 people called to ARGUE 2nd/3rd said no charge 4th said $50 - reasons invalid. A must read! Even though we are on the do not call list, we received a call on 2/14/2013. Since we were interested, I heard them out and went for it. On the 20th the installer arrived, though the systems was supposed to be wireless, he put 2 - 1" diameter holes in the wall to wire into a receptacle that the system plugged into. 2 because the 1st was inconvenient to snake. Wanted some support on adjustments to beeps and lighting, Read the manual, didn't find what I wanted so I calling for support. 2/21/2013, called the toll free number on the contract. Option 1 - if you know the extension... option 2 - to cancel service. Option 3 - to become a customer. Option 4 - to test system or report a problem. Option 5. If you're moving... option 6 - for billing. Option 7. If you're an installer... option 8 - human resources. I'm a Microsoft Certified Systems engineer, 25 years of experience. Obvious solution, locate a web site. After 30 minutes, I still can't find one. I DID however find dozens of complaints. Now I'm thinking I may have made a mistake. You don't get to see a contract until the tech comes to install. I'm trying to read the contract and the tech is interrupting to ask question. I ask for time to read but he continues to interrupt. I read it as well as I could under the circumstances. Having begun to worry, I read the contract closer and found a statement and I quote: "Customer understands and acknowledges that the system, transmission system or company's or its contractor's equipment may not function properly; that the company or its contractor may not respond properly to the receipt of an alarm signal; and that neither company nor its contractor has no control over the response time or capability of the agent or person notified." Now I'm worried. Went to the BBB the web site is listed, still see no number to call for support. I they have only 500,000 customers. ADT has 6.2 million. The contract does not stipulate a period of time one has to cancel the agreement before being penalized. One complaint addressed that a person wanted to cancel but was told they were past the 3 days. 2/23/13 would be my deadline. 2/22/13 at 4:00 pm, I called to cancel. No one was available. I figured there'd be someone wanted to be a new customer so I tried that and got right thru. Worried about the weekend, I asked if could record the conversation. No problem I was told, so I did, and said to cancel my service. I was told an email would be sent to the person in charge expressing just that. I felt I was still at risk so I sent a fax to the fax number on the BBB that I have proof of successful transmission and said so in the body of the fax. 2/25/2013 I got 4 phone calls from 3 different people wherein I described my 4 primary. Each time I was told I was mistaken on every concern. I declared nothing open for debate each time. Finally they acquiesced, and told the removal would be no charge. I asked for that in writing in an email or faxed to me. That was flat out refused, then I was told a technician would call me to schedule the date and time. By 2/27/2013 that had not happened so I called the cancellation option and spoke to a human. After being rerouted no less than 4 times I was connected to the rudest person I ever met. I was asked why I wanted to cancel. I began to explain, was interrupted and told that option 7 was for support. I asked to be allowed to continue and was cut off to be told how wrong I am. I finally had to yell to be heard and asked if I could continue. I expressed my 2nd concern and was again interrupted and told how wrong I was. Repeatedly for 37 minutes. I dared not hang up. She attempted to tell me I was beyond the 3 days, I mentioned the fax and was told that was the wrong fax number. We then spent 12 minutes arguing over a charge un-install.

Desired Settlement: Do not charge me for the un-install.

Business Response: Business' Initial Response
We are already in the process of canceling this account which was told to the customer yesterday.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) On 2/23/2013, in the fax I sent to the fax number listed for you here on BBB.org, (that you claim you never got) I requested that you email verification that my account is in fact cancelled. That was also expressed verbally on a total of 4 occasions including yourself and of the others to whom I spoke that you can't seem to locate. On all occasions I also requested that the same e-mail should verify that I'll not be charged. Until I read your response here, I did NOT "KNOW" that my account is cancelled and I still do not "know" that I will not be charged! I check my bank account daily to see if you have taken any money from me. Since you have declared here in the digital world that the cancellation of my account is "being processed", I'll now need only verification that I'll not be charged. You may post that here and I'll accept that response, or you may - as requested all along - e-mail me. Seriously, why should I be screamed at and argued with so vehemently for not liking your service and cancelling? I gave you 4 very good reasons, yet I did not have to give you any. Now I'm getting calls from your company (in violation of the do not call list) trying to scare me by telling me how the FBI has seen a rise in crime in my area! How many states are now suing you for that? I see Missouri has jumped on the band wagon.

Business' Final Response
On 3/11/13 we removed the alarm system from Mr. ****** home. We did not scream or argue with this customer once he notified us he wanted to cancel we scheduled him for a system removal. We did not and will not charge Mr. ****** for anything as the account is canceled and has been canceled since the day he notified us on his decision.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since November 2012 I have been attempting to pay my account off in full. I have not been provided a bill to do so after many attempts to pay them. It is now my intention to end my contract with this company after many requests to speak with an account rep and to pay my account in full, $355.74 was the estimated amount due as per my last email. I have not been sent a bill as requested and I have also been told that they will not accept my payment. The company has contacted an outside collection agency instead and are now threatening me with additional fees that they are now insisting that I pay. Further the company insists that I pay them additional money for their equipment that I was told then needed to obtain from my residence. This is also not acceptable.

Desired Settlement: I simply wish to pay the $355.74 as soon as possible. If the company wishes to come to my home and obtain their equipment at their expense they may make an appointment that is convenient for me to let them do so. I do not agree to pay any additional costs associated with collections, late fees or any other penalties that I did not agree to pay for regarding the contracted amount I signed for them to provide. The company failed to send a rep out to obtain a new contract agreement with me and I do not agree to pay for any costs that they are attempting to collect outside my original contract agreement. This is a fair and reasonable request I believe. If this company send my information to a credit bureau in a negative manner I want the information removed from my redit report or I will file a legal action in a Court of Law since I have been trying to pay my bill all along

Business Response: Business' Initial Response
We have spoke with this customer several times and have discussed all of the options available to him. We spoke with this customer on 2/14/13 and explained the following: Advised the account had been sent to collections as he did not make is payment as agreed and he would need to make the payment to the collections company. Customer claimed he didn't receive a statement however, the statement was emailed to the same email address the customer emailed us from. I went over the account and email correspondence and he stated he did not want to pay the collection agency and wanted to reinstate the account. I offered to reinstate it for $605.74 which is the past due balance of $355.74 + $250 fee to pull the account from collections. He refused to pay both me and the collection agency and asked to speak to the owner of the company. He then started shouting and said if I didn't transfer him to the owner of the company we would take us to small claims court. I suggested he read over his contract and review his email for accurate information. He continued to yell and ended up hanging up on me. We have tried to communicate with this customer and explain the reason why the customer is in collections is due to the fact he did not pay his bill. We also mailed the customer a final notice letter on 10/24/12. On 12/6/12 We spoke with the customer and he agreed to pay off the contract. We Emailed invoice for $355.74 to customer @ *****@*************.net per the customer's request. We never heard from the customer after that and placed the account in collections. Once the customer was in collections he stated he wanted to pay off the account again. We advised the customer several times if we didn't receive a payment he would be sent to collections which was the case. The customer needs to pay the collections company at this point which he stated he does not want to do. Please contact the collections agency to pay off the account: 866.524.9866

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this system for my disabled mother for the life alert. The system keeps failing and there is no medical life alert for her. I call numerous times, never get anyone, leave messages, no one calls back, I've called the sales Rep ******* ***** and and he yelled at me, swore at me and hung up on me. After about the 7th time I called him he answered when i called from a different phone line. My mother has no life alert as we speak. I had to purchase life alert from another company. On Sept 27th, I purchased the system for my mother and paid in full for 3 years ($1648.64).It is a GE Simon XT. Wa few upgrades.

Desired Settlement: My money back and they can take their system back.

Business Response: Business' Initial Response
We have serviced this customer several times and each time the system was not malfunctioning due to an error on our behalf. Please see the history below: On 10/1/12 Customer pushed the medical pendant and no response, customer is very upset and would like this resolved immediately. Service scheduled 10/2, 8-10 10/2/2012: Test of 2 way ... working as it should. Is upset that it takes Monitronics more than 1 min to answer when 2way is sent, I explained that it takes 30 seconds just to dial out. Medical pendant was placed on line conf # on 2way XXXXX-XXXX-XXX-XXX-XXXX 10/18/12 Customer moved the motion when he did the motion came apart, pieces of the motion are now missing because customer vacuumed up the pieces. 12/4/2012: Spoke to tech panel was completely powered down, replaced the power wire. The reason tech had to replace the wire was due to the customer replacing the original flooring with hardwood floor and the flooring company cut the wire while installing the floor. Tech told the customer that they may or may not get charged for this service call Conf#XXXX-XXXX. We have not spoken with this customer at our corporate office since our last service call in December 2012. We will not refund any money to the customer. We are willing to address the current problem the customer is having. Our service department will be calling the customer today to reach out and address any service related issues the customer may have.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company reports they have no record of my cancelling contract over the phone on 9/20/12. Refusing to honor and have begun phone-harassing my family 9/12,oOver the phone, I agreed to a residential home security installation. On 9/18/12 a sub-contracted technician installed home security equipment in my home. I gave the subcontractor a copy of my valid credit card and recited my credit card to a representative at Max Security over the phone while the technician was present. Company made errors over a series of 3 days requsting the card number again which I gave to them along with my request for a certificate for my personal insurance compnay. On 9/20/12 after another request from Max Security over the phone for my card number, I expressed my concerns and requested, per the contract terms, cancellation of the contract. As of today, 1/21/143 a representative named *****, while acknowledging that Max Security made errors with my billing, reported she has no record of my cancellation. In the interim, the company has been phone harassing family members of mine in the State of Massachusetts whose contact information I never provided to this company. I only provided a neighbor across the street from my home as a contact.

Desired Settlement: Honor their contract cancellation terms per my initial request on 9/20/12 and to stop phone harassment of my family across the country.

Business Response: Business' Initial Response
We have searched out phone records and do not show that Mr. ****** called into our office to cancel on 9/20/2012. We did get a call from the customer on 9/19/12 at 10:30am PST requesting we email an insurance certificate to the customer at *****@yahoo.com so he can send it to his insurance company & receive a discount on the home insurance policy. We do not have any notes in the customers file that he ever called in to cancel. We do show notes that we needed his credit card information and we left him several messages regarding the payment. The customer credit card information was not written on the contract therefore we never received it. We also require all cancellations in writing either by email, fax or mail. We did not receive anything from this customer. We have asked the customer whom he spoke with regarding his cancellation and he cannot provide us with any information. We are calling this customer because he has a past due balance with us. He has received service since 9/18/12. If this customer canceled then we would have removed the security system from the home right away since he did not pay for the equipment. We have no problem with allowing customers to cancel within their 3 day right however this did not happen and our equipment is still installed and in working condition. The last signal we got from the alarm was in December of 2012 verifying we are still receiving communication from the alarm.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: we finance a home i was sold a security system,i trusted the man who was very convenceing on how well and trusted company he worked for so i was sold! the house needed a lot of work, and i spent a larg sum of money too improve are new home for are family, well we spent most of are savings and over time things got hard too keep up all the bills and feed my family, as much as we loved are home we needed to down size, so we put the house up for sale, and sold it in about fifty days, right before we sold it i had talked to the buyer about taking over the security system, he said he probly would, but i faild too put it in the final sale, i had just forget, well after the sale was final i called the buyer, he said he didnt think he would be interested! so i thought ill just call the alarm co, they will understand well i was wrong Quote they said you sign a contract for 36 mo. and also, after my 36 mo. was up i must write a letter to the co. to stop the drafts from my bank account when that 36 mo is up if we dont hear from you via letter the drafts would not stop, wow what a difference that was from your salesman made your company out to be. But i can tell your company this i will make sure i write a letter in plenty of time before my contract has reached the 36 mo. point of services of less than 12 mo of service that i recived from maximum security,because i sold are home and now have no use for a security system, and you can be very sure, i will never make the mastake of using or recomending this co!

Desired Settlement: just for the 24 mo i did not live in this home!at the rate of 39.99

Business Response: Business' Initial Response
We installed a security system for Mrs. ****** on 5/21/10. Before we installed the security system we went over the 3 year contract terms with Mrs. ****** and left a copy of the contract with her. She agreed to the contract. When she contacted us to cancel the account in February of 2011 we explained the contract terms and that they would be responsible for the remainder of the contract. Mrs. ****** then explained that the new owner would take over the account however the new owner of the home decided against it. We are not willing to refund any money since the customer signed a legal binding contract for $1,439.64 which is stated on the contract we provided to the customer. We will be more than happy to provide a copy of the contract to the customer. The reason the customer decided to pay for the remainder of the contract is so they would not go to collections for the remaining balance of the contract.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I think too cancel the three year contract from the start of 2013. I think that would be fair and i would be satisfyed.

Business' Final Response
We will agree to cancel the contract as of 2/1/13. We have canceled your account as of 2/1/13. We have canceled your billing as well. We will send you a confirmation letter regarding this as well.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company responsible for monitoring home security system. Witt the exception of 30 days, alarm system has reported a constant "panel communication failure". Monitoring company blames installer, installer blames monitoring company. At initial install alarm reported fault above. After 4 calls between installer and monitronics, monitronics corrected the problem at their end (installer did not come to my home). Communication fault went away for about 30 days. Fault returned and I contacted Monitronics again and they again blamed the installer. Installer reminded me that they had fixed the problem before and that nothing with the alarm system had changed since the installation. Installer stated fault was because alarm used cellular signal and system was looking for a phone line. Monitronics never explained why the issue was happening but also never fixed the problem again. They tried to have a different installer come to my home and I refused the request because I had already spoken with them about this issue more than a dozen times and the new installer was unknown to me and not even from the area where I live. Not helpful if I encounter a future problem that requires service to my system. I want the system removed and my investment returned les the one month where the system functioned as advertised.

Desired Settlement: Return my initial investment and remove alarm system, repair damage created by installation of alarm system.

Business Response: Business' Initial Response
Thank you for notifying us about Mr. ******'s complaint. We have researched the account completely and have provided a detailed summary of our resolution. First, I would like to sincerely apologize for the way in which Mr. ****** feels he has gotten the runaround between Monitronics and Maximum Security Alarm, when he has tried to voice his complaint. We strive to provide the best possible service, and when a customer feels that it fails to meet their expectation, it's important for us to know. In Mr. ******'s complaint he has revealed that he is dissatisfied with the installation of the alarm system and it has not worked since installation. I promptly contacted Mr. ****** regarding his complaint today, and offered a humble apology on behalf of the installation of his alarm system. Unfortunately, we do not sell or install alarm systems. Monitronics purchases Alarm Monitoring Agreements from authorized dealers. I have arranged for Maximum Security the installing dealer to go back out to Mr. ******'s location again to correct the installation issue. I will personally follow up with him September 13, 2012, to ensure the issue has been taken care of. Please redirect this complaint to Maximum Security, and please remove it from Monitronics. All inquiries regarding this customer's concern should be directed to Maximum Security Alarm. At this time, Maximum Security Alarm is solely responsible for resolving the specific issues, further means to resolve this matter should be directed to: Maximum Security Alarm 1010 Hurley Way Ste 525 Sacramento, CA XXXXX If I may provide further assistance regarding this matter, please contact me toll-free at X-XXX-XXX-XXXX, ext. 3289. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.

Consumer's Final Response
The issue has still not been resolved. Why was this case closed? I have a tech in my home today who is still unable to fix the problem. I have had no less than 11 visits from various techs and literally dozens of calls with this company.

Business' Final Response
Mr. ****** made a total of three payments to Monitronics for monitoring service totaling $149.70. We are willing to refund that amount to the customer. We have already canceled the account. The installation cost is non refundable which is stated on the customers contract. It also stated on the contract that is the equipment is removed the customer is responsible for all required repairs to walls or frames. We are willing to remove the system if requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2013 Problems with Product/Service
12/26/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company sold very complex system to my 83 yr old mother with alzheimer's and is not returning calls to cancel the contract within their stated period. Salesperson came to my mother's home Wed and executed a 3 year contract with no other witnesses. When we discovered the new installation Thurs and called to cancel it, nobody returned our calls. A concerned neighbor who was at my mother's home on Thurs night overheard a conversation with the company where they asked her if she had alz and she confirmed that she did, and neighbor reported this to us on Friday. Review of her caller ID confirmed they had indeed called her. We continued to call to cancel on Fri and Sat, again with no responses. I hold my mother's POA, but they still are not contacting me to discuss the matter. Upon reviewing the contract, service is not for medical emergencies, which is what my mother indicates to us was what she thought she was getting. If she was given instruction on how to operate system, those were not retained. The Quick Ref Guide is not easy to undrestand, and even WE can't figure out how to arm the system. Mother received a CD ROM with instruction manual, but since she has no computer, this was useless to her. I've initiated another call today (Mon) to attempt resolution of this, but since there have been no returned calls for 4 days, I'm not overly confident, and I'm being told there is only ONE person at the company who can assist me with this issue. Mom's check cleared the following day after installation. Sections on the contract for autodebiting an account were not completed (were crossed out, in fact), so I'm hopeful that they will not attempt that without authorization. After reading other BBB complaints, I fear this company has a tendancy to target elderly clients; I definitely see a pattern. Especially, since they specifically asked her if she had Alz, and once she confirmed it, the company SHOULD HAVE HAD the decency to contact me back (I'm also her firt contact person on the contract). Company is in CA while we are in GA, so we're also checking with GA Dept of Consumers Affairs for resolution.

Desired Settlement: We want her previous security panel to be reinstalled and the current system removed, as well as her 3 year contract cancelled. First month of monitoring ($40.99) and Equipment fee ($35.00) need to be refunded.

Business Response: Business' Initial Response
As I stated before I need the account holders name and address so I can research this account. From what I can see ****** ****** is not the account holder therefore I cannot find the account. Thanks.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I received the refund check, but they 3 year contract for monitoring with Monitronics (acct# XXXXXXXXX) is still showing as an active account. I informed Monitronics that the system was removed within the 3 business days required on the contract and that they should not send the account for collection when they do not get payment from me. Monitronics tells me that Maximum will need to contact them to fully cancel the account. When this occurs, I need confirmation by mail that the cancellation has been completed.

Business' Final Response
We have sent a cancellation request to Monitronics and we will follow up with a letter to the customer with confirmation the account has been canceled.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an alarm in Aurora, Co 2012 but never used it for faulty sensors. I moved to NC but no one will take my calls to help me or a payment. Help I purchased alarm on 27 Jan 2012. Acct# 6368046010 for Simon XT security system, mod 600-1054-95R-11 or 600-1054-95R-11-CN. Customer# 601247794;$42.99/mo. I started having problems on the 3rd day of cancellation time frame and spoke with Sebastian about the sensors falling off and never arming my system. He sent the installer back out with crazy glue but they continued to fall off. Since Feb 2012 I have been trying to cxl service since I have not been able to use it but no one will talk to me. I was still making all of my payments on time because I want to maintain good credit. I then put the home up for sale and they answered to remove the system and place in a box for me to travel to my new home. I moved to Charlotte, NC and called them to tell them that I had moved and to give the address and was told that they did not have a file for me. I gave my information and waited for someone to call me back but still no call to this present day, 30 Oct 2012. I called the company again in the month of June to try to make a payment and I spoke with a very nice young lady. I explained my situation and told her I wanted to make a payment but she refused to take it because I did not have a system in my home and was not happy in Colorado. She took all of my information and said she would give it to her manager who was out to lunch and have her call me within 1 hour but no one ever called me back. I have been leaving messages since June and keep getting an answering machine. I received my first correspondence from Maximum Security Alarm Company 2 weeks ago asking me to do autopay since the bill is due on 3 Nov 2012.I would like someone to acknowledge my calls so that we can get everything taken care of. I will make this payment because I have an excellent credit history and would like to keep it but I would like to cancel the contract and give them their alarm system as soon as possible.

Desired Settlement: I would like to cancel this contract and find a better company to do business with. I would like an address so that I can be guilty of giving back their equipment and I would like a reimbursement of the funds that I have paid to them for nonworking faulty equipment from Jan 2012 thru May 2012 and the month of Nov 2012 if at all possible. If I need to pay anything to have this cleared from credit report or to keep it off then I will do that too. I just want some relief from this nightmare that I have been living in.

Business Response: Business' Initial Response
We called this customer and resolved the problem. We have canceled this account.

Consumer's Final Response
I would like to thank you on such quick responses to my questions and feelings but wish to end this dispute. I have been given the cancellation email and it is in standing. I am sure that you have other people to help and I can choose to not do business with this particular company again and I did get it cancelled and closed so...again thank you. Sincerely, ****** ******

Business' Final Response
We have already resolved this with the customer and during the telephone call is came to our attention the customer was trying to reach us at the wrong telephone number therefore we never received a phone call during the time the customer needed our assistance.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got system for health reasons. Installed alarm system on XX-XX-XXXX and said I wasn't paying for system that doesn't work. They could not get anyone out to my house for a week so I told them on 10/11/12 and 10/13/12 that they could take the system back out. They came out on 10/17/12 and refused to remove system stating that it is mine and I owe contract agreement even though I was unhappy the day after installation and was the three day period to cancel contract. This seems like a scam to me.

Desired Settlement: Want the system removed. Contract terminated and 36.99 refunded. I would like to go with a local company that is not trying to pull a scam on me.

Business Response: Business' Initial Response
This is not a scam. This customer did not cancel within his 3 day right. The alarm system was installed on 10/10/12. When the customer called our office on 10/11/12 to schedule a service call since the system was experiencing technical problems. On 10/11/12 we scheduled the customer for a service call on 10/15. On 10/13 we contacted the customer to reschedule the service call on 10/17 from 12-2pm. We called the customer on Wednesday to let him know the technician would be arriving at 3pm. At that time he stated he wanted to cancel the service. This was 7 days after installation. He refused service from us. We are more than willing to service this customer to correct the problem but he will not allow us to do so. All we are asking from the customer is to service his alarm system to correct the issue at hand. We have no problem crediting the customer for the period his system was not functioning properly. We are even willing to pay for the customer first 3 months of service to prove to him we are not a scam and want to correct the problem.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company ran my credit report. I've never contacted them. On Saturday, October 13, 2012, I received yet another illegal telemarketing call on my home phone. This call was illegal because I am listed on the Do Not Call Registry, have never done business with any home security company, and because the CalledID information displayed was spoofed. Since I get these calls regularly, I decided to "press 1 to speak with a representative" after hearing the "The FBI reports that there is a home breakin every 5 seconds. We will install a home security system at no charge if you let us put a sign in your front yard." so that I could find out what company was actually behind the calls, intending to file a complaint to the Federal government. Eventually I was speaking to a woman at Secure 1 Systems here in Irvine, CA. I strung her along for a while to get as much information as possible. Eventually I hung up when on hold. She called back and I explained that I would never deal with them and was filing a complaint about their illegal telemarketing activity. This morning I received an alert from my Credit Report monitoring solution and found that Maximum Security ran my credit report yesterday. I've had no dealings with this company. I have to assume they are linked into this illegal telemarking activity. This company should be fined for this.

Desired Settlement: I want Maximum Security to send me a check for $1,000 as an apology for their involvement in this fraudulent telemarketing activity and for running my credit report without my permission. I also want them to contact Trans Union and admit that they fraudulently ran my credit report.

Business Response: Business' Initial Response
This customer received a call from Secure 1 Systems and Maximum Security Alarm, Inc does not own, operate or manager this company. We have no control over what Secure 1 Systems. Maximum Security Alarm has not had any communication with this consumer. Secure 1 Systems does use our data base and when speaking with Secure 1 Systems they informed us that they accidently submitted this information to the credit portal in our internal customer database while saving this consumers phone presentation information. They had no intention on placing a personal credit inquiry his personal credit file. We can request this inquiry to be removed from the Trans Union credit file. If your complaint is against Secure 1 Systems please contact that company as we did not speak with this consumer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) This is a ridiculous response. They claim to have not control over Secure 1 yet give them access to their database and allow them to obtain someone's credit report and have their company identified as the company placing the request? Give me a break. I demand that they contact Trans Union and have the request purged from my credit file.

Business' Final Response
We have contacted transunion to request the credit inquiry to be removed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Advertising/Sales Issues
10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a system has not worked properly since shortly after installation. Purchased this system XX-XX-XX has not worked properly since shortly after install. First no internet, phone started clicking and then intermittently disconnect. The system itself did not operate properly.

Desired Settlement: Bought this system 3 days ago. Want a witness that I sent in cancellation due to terrible customer service. The system did not work properly, the internet stopped working, and the phone started clicking and the disconnecting intermittently. Now there is no phone service at all. There is no cell service in the area so the customer is without any phone service, and two small children in the house. If there was and emergency they could not call out. It was impossible to get a hold of anyone, I finally called the salesman and he got me in touch with someone who said they couldn't get anyone out there for almost a week because they only had one installer in the state of Colorado. However it was no problem getting someone out within 24 hours to install the system. I have faxed my letter of cancellation to them. I have no way to document that it was sent. But I did fax them this evening at 9:29 Mountain Standard time. I don't want them saying I didn't cancel in the alloted time. I faxed it to their office.

Business Response: Business' Initial Response
We did receive a cancellation letter from ****** ****** within the 3 day cancelation period. We are canceling this account. We have a technician at the customers home right now removing the system from her home.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the billing office at Maximum Security in Sacramento, CA (phone 1-888-564-5621) and questioned my bill. No response received. I was bill on my Discover credit card $39.99 once on September 14 and again for the same amount on September 17. I called the company and questioned why I was billed twice. I called the company early morning on Oct. 1. It is now 3 days later and still no word of explanation and no returned phone call as they promised. I called the Discover credit card company and placed the charges in dispute since I have not received ANY phone call nor explanation from the company. Very discourteous to their customer, and complete lack of respect in an unprofessional manner.

Desired Settlement: 1. A return phone call as promised 2. Explanation why the double charges 3. Removal of one of the bogus charges of $39.99

Business Response: Business' Initial Response
When we talked to the customer on 10/1/12 regarding the duplicate charge we refunded the second charge for 39.99 the same day we became aware of the issue. The confirmation number for the refund is XXXXXXXXXX. We attempted to call the customer back on 10/1/12 to advise him of this and the phone would state the customer you are trying to reach right now is unavailable and would proceed to hang up so we couldn't leave a message. We will call this customer immediately and advise him of this. We apologize for this miscommunication & confusion this may have caused. We appreciate Mr. ******'s business and look forward to providing him with excellent customer service.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumer states: The company sold her a pendant under false sales presentations: She was told it would work as a two way communication system in the event she should have an emergency such as falling, which she is prone to do to her age and health. Consumer found that 'pendant' doesn't work this way, but rather dispatches emergency services. Device only works within 30 ft of the alarm module installed in her home, so it is ineffective and a waste of money. She has asked several staff including management to cancel the service since it was not as promised or advertised, and she has since had to purchase a pendant that functions the way she needs from another company. The company will not cancel, but instead offers her a month of free service, which is useless.

Desired Settlement: Cancel the contract for services that are not as solicited and refund all her money.

Business Response: Business' Initial Response
We have no knowledge of the sales rep promising a customer this type of system. When we spoke with our sales rep regarding this account it was stated that the sales rep went over the feature of 2 way voice from the keypad not the medical pendent. I believe the customer misunderstood the security consultant. We do not offer a medical pendent that has 2way voice response from the pendent. We only offer 2 way voice from our keypad. All of security consultants are aware of this and trained on this as well. Our medical pendent works within 125 ft from our keypad, not 30 ft so that information is wrong. With any medical pendent or medical monitoring company we dispatch the emergency response out, we did explain this to the customer as well. We are not willing to cancel the account due to the fact the consumer misunderstood how the system works. The medical pendent does work and will work within 125 ft of the keypad. We have no problem providing this customer a few months of service at no charge due to the fact there was a misunderstanding.

Consumer's Final Response
The consumer called in and states that she spoke with ***** from the company some time last month. She asked her again about the contract and what her options were. She made some type of payment offer which ***** stated that she would review with her boss and call her back and ***** never called her back.

Business' Final Response
We are going to cancel this account with no penalties to the consumer. We spoke to the consumer today and informed her of this as well.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** #XXXXXXXXX This is a very simple complaint. Alarm system was primarily installed for medical services. The company failed to respond to two different medical pendent alarms in a timely manner. We had to dial 911 ourselves.

Desired Settlement: Cancel service with no more charges

Business Response: Business' Initial Response
June 19, 2012 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm Street, Suite 3838 Dallas, Texas XXXXX-XXXX Re: Complaint Number XXXXXXXX, ****** ****** Correspondence Number XXXXX To whom it may concern: We received a notification from your company on June 13, 2012, regarding Ms. ******'s account with Monitronics. Please allow me to extend an apology on Monitronics' behalf for the inconvenience that Ms. ****** has encountered while attempting to address her concerns. Monitronics is a central station responsible for dispatching proper authorities based on signals received from monitored security systems. We do not sell or install alarm systems. Monitronics purchases Alarm Monitoring Agreements from authorized dealers. If the ****** has any issues that are not able to be rectified within the first year of the agreement Monitronics will not purchase the agreement. I have spoken with Ms. ******'s son June 11, 2012, regarding his desire to cancel Ms. ******'s account. He stated he wanted to cancel the ****** because his mother did not receive an additional keypad during installation and poor response time. Our records indicate Monitronics responded within a matter of seconds to Ms. ******'s request for medical assistance on February 25, 2012 and May 28, 2012. Monitronics has submitted Ms. ******'s account for cancellation and she has no further financial obligation to Monitronics. We have notified Maximum Security Alarm of Ms. ******'s request and will not purchase her Alarm Monitoring Agreement. This complaint is misdirected and should be forwarded to Maximum Security Alarm because of Ms. ******'s installation issues. Maximum Security Alarm 1010 Hurley Way Suite 525 Sacramento, CA XXXXX X-XXX-XXX-XXXX If I may provide further assistance regarding this matter, please contact me toll-free at X-XXX-XXX-XXXX, ext. 3289. I am available Monday through Friday from 8:00 a.m. to 5:00pm., Central Standard Time. Sincerely, Chasity ****** Executive Response Department Enclosed: Alarm Monitoring Agreement cc: Better Business Bureau of Metropolitan Dallas, Inc.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) We have stated our case again and again. Once Monitronics broke are trust we can not do business with them any longer. There is no room for error when it comes to Medical Emergency response. You failed end of story. We are done with this!!!

Business' Final Response
We do not offer any other monitoring company. We are an authorized Monitronics dealer therefore only work with Monitronics. Once Monitronics dispatches medical response we have no control on the time it takes for the medical team to arrive. We did confirm with Monitronics that on both occasions medical response was dispatched. As far as we can see from our side the system is working properly therefore we are not willing to cancel the account. We can only offer a discount to their monthly monitoring rate.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ****** is 89 years old, the salesman told her she could cancel within 90 days but had her sign a 3yr contract. They will now not let her cancel ****** bought a security system and monitoring ****** when she was told she could cancel within 90 days. She is 89 years old and was not aware that the written contract would over ride the salesmans verbal agreement that she could cancel. She signed a 3 year contract which allowed them to debit her checking account for $29.95/month for 3 years. She does not want to have the system and called them to cancel approx 30 days after signing and they told her she could never cancel and they would take her to court if she didn't pay. She is very old and has extremely limited financial resources (she is getting food stamps

Desired Settlement: ****** is 89 years old. The sales person who sold her a security system and monitoring ****** scared her about her safety and then promised she could cancel within 90 days and get a full refund. He then had her sign a 3 year agreement to have $29.95 debited from her checking acount every month for 3 years. She is so poor that she is on food stamps. She did not understand that the written contract over rode the verbal contract. She tried to cancel approx 30 days after signing the agreement and they said no and that if she didn't pay every month for 3 years they would take her to court. She just wants a refund of the $29.95 they have debited from her account and to be able to return the security sytem

Business Response: Business' Initial Response
We have already canceled this account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2012 Problems with Product/Service
7/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: company fraudulently obtained a 3 year contract with a 75 year old woman with dementia without anyone else present to defend her. on 9/12****** ****** who is 75 and has dementia had an appointment with someone. i gave her instructions not to talk to this person or let him in the house. by the time i got there an hour later there was a fraudulently obtained contract for 3 years for an alarm system.****** needed to void 5 checks before correctly writing the check to maximum security. i do not have any receipt or paperwork from maximum security and suspect they simply didnt give us any. the fact that she couldnt remember how to write a check should have tipped this clown off that she wouldnt be able to use a security system requiring her to remember a password to turn the system off. we cannot use the system because she cant turn it off once it turns on. she was at the same time sold a medical alarm fraudulently as well which was resolved in another bbb complaint. today on 6/4****** received a letter--the only communication from maximum security alarm since 9/12-- stating that the outstanding balance of $1707 is due and this is the final notice. no other bills were ever sent to us. noone ever called us about this. the original check to maximum security alarm was apparently for $111.99. on 6/4 just after 5pm i called the listed phone number on the letter for a "destiny turner" retention manager XXX-XXX-XXXX and found it was a wrong number. i have gone online attempting to find a website for this company and/or email and they dont appear to have any. the notice received today was dated 6/1 and threatens "if no response has been received within 10 days from the date of this notice, this account ****** be forwarded to an outside agency for collections. at that time the account balance ****** increase with cancelation fees, interest and possible credit bureau reporting ****** occur." as i said NO EFFORT was made by the company to contact us in 9 full months and suddenly they leave us 1 week to contact them, but dont have a correct phone number and no email address or website.

Desired Settlement: maximum security a*arm must provide the name of the person who was here on 9/12 and so*d the contract to ***** ******. they can pick up or arrange to be picked up their devices. the remaining 27 months of the agreement need to be cancelled. they can send a copy of the contract and we'll pay the first 9 months of it after receipt of the copy of the contract. we will NOT pay cancelation fee since this contract never should have been obtained in the first place.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SUBJECT: Notice Of Cancellation Of Contract And Removal OfSecurity System Hardware REFERENCE: My June X XXXX Email To You Same Subject Dear Ms. Turner: To follow up on the referenced email, on 29 May 2012 ****** ******** (XXX-XXX-XXXX) came to my house and a11alyzed what stations he deemed sufficient to protect me and my two story 1350 sq ft house: 2 door breaks, 1 glass break, and 1 smoke detector. The next day ****** (XXX-XXXC3808) installed the stations andsecurity panel - he substituted a motion detector for the glass break, indicating that was his personal preference: 1) The power plug for the panel was installed incorrectly and keeps falling out ofthe socket. 2) The motion detector was installed behind the hall wall and has line of sight coverage of only the rear hallway which constitutes only 6% ofthe 900 sq ft fIrst floor area, 0% ofthe stairs leading to the second floor where I sleep, and 0% ofthe 410 sq ft second floor area. 3) The smoke detector was installed too close to the bathroom on the ground floor and its alarm sounds every time the shower is used. The quantity and types of stations installed are not sufficient to protect me and the house. The most glaring omission: The kitchen door is 50% glass and entrance through it is completely obscured on the outside. Unauthorized access to the house would be easiest by breaking the glass in this door and stepping through the opening - it should have been protected by a glass break. The problems described above are unaeceptable, have convinced me the system is unreliable, and I no longer want it. I have pictures of the incorrectly installed hardware, I talked to Mr. ******** several times before contacting you, described the problems listed above, and told him I would like the system removed - he said he could not make that decision, which is why I am asking for your intervention in the orderly removal of the security hardware and cancellation ofthe contract. Ifyou are not the correct contact for this situation, please forward this letter appropriately and inform me ofthe correct contact information.

Desired Settlement: I would like the system removed - he said he could not make that decision, which is why I am asking for your intervention in the orderly removal of the security hardware and cancellation ofthe contract.

Business Response: Business' Initial Response We have already received notice that the customer wants to cancel service. We have scheduled a system pull for on 6/25/12 for 6/29/12. We have canceled this account. This issue is resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2012 Problems with Product/Service
6/25/2012 Problems with Product/Service
6/25/2012 Problems with Product/Service
6/18/2012 Problems with Product/Service
5/4/2012 Advertising/Sales Issues
5/1/2012 Problems with Product/Service
4/24/2012 Problems with Product/Service
4/24/2012 Problems with Product/Service
3/26/2012 Problems with Product/Service
3/23/2012 Problems with Product/Service
3/5/2012 Advertising/Sales Issues
10/17/2011 Problems with Product/Service
10/3/2011 Problems with Product/Service
9/30/2011 Billing/Collection Issues
9/12/2011 Problems with Product/Service
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