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 ! There is an alert on Maximum Security Alarm, Inc. !


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BBB Accreditation

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.


Customer Complaints Summary Read complaint details

41 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 26
Total Closed Complaints 41

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Maximum Security Alarm, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 4

Additional Information

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

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
http://bit.ly/1QBzWIF
Phone Number: (916) 322-4000
bsis@dca.ca.gov
The number is 6601.

CA Bureau of Security and Investigative Services
2420 Del Paso Rd Ste 270, Sacramento CA 95834
http://bit.ly/1QBzWIF
Phone Number: (916) 322-4000
bsis@dca.ca.gov
The number is 5235.

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.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1010 Hurley Way Ste 525

    Sacramento, CA 95825 (916) 564-6900

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a number of complaints for this company. First, I am on the National no call list so they should not have called my phone number to begin with. They used pushy sales tactics to get me on the phone with the monitoring company to set me up with an installer without fully explaining how they got my phone number or why it requires me to speak with three different companies to sign up for a security system. Second, during the sale I was under the impression that I would have access to my security system online via alarm.com but I do not have any functionality there aside from viewing recent alarm activity. I have tried to contact the company via phone at one of their many numbers (some are disconnected) but have yet to be successful. I left a message on what appeared to be a cell phone account for Maximum Security Alarm Systems, Inc. but have yet to receive a call back. The voicemail box is now full so I can no longer leave new messages.

Desired Settlement: My desired resolution is contact from the business and if no resolution can be reached I will submit my notification of cancellation of services within the 7 day window allotted by the contract. I will be sure to use priority mail with tracking to make sure that the company receives my mail.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A representative from the company installed an alarm in my home. I was told I would receive the contract and supporting documentation (alarm signs) in the mail. One week later I still have not received anything. I was told the manual to operate the alarm would be emailed, I still have not received anything. I called the company and asked if they would sent me the alarm certification paper so I could share that with my insurance company. I was told they would email it right away, it is now a week later and I still have not received the paperwork. I've tried to call the company again, they have an answer machine turned on and have not returned any of my calls. The same day the alarm was installed money was deducted from my account. I have an alarm system in my home that I'm not sure how to assign codes. I'm very disappointed in this company and not sure if they are still in business and would like a full refund.

Desired Settlement: I would like a refund.

Business Response: We just moved our office location therefore everything is being transferred to our new location. We will take care of all of the customers requests today.

I am sorry for the delay.

Thank you.

Business Response: I was told I would receive the contract and supporting documentation (alarm signs) in the mail.
**We have already sent the customer a copy of the contract as requested. It was sent 7/5/15

I was told the manual to operate the alarm would be emailed, I still have not received anything.
**We have sent the customer a manual to operate the system which will arrive any day now.
 
I called the company and asked if they would sent me the alarm certification paper so I could share that with my insurance company.
** We have sent the alarm certification out to the customer which will arrive soon or have may have already arrived.

The customer can call us at ************.

We have emailed or mailed out all of the requested items for the customer. I apologize about the delay.

We cannot refund anything since the money paid was for the monitoring services the customer is receiving and we have done everything the customer requested.

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have called this company many times since March 2015 with no responses. There is always a recording stating that you have a reached some headquarters and it didn't state Maximum Security(which it use to) and that we couldn't leave a message. After many attempts we called the monitoring company ***********, which stated that they are the monitoring company and that they could take our payment. We told them no thank you that we have had a problem before w/Maximum when we paid ***********. At our request we asked *********** to call Maximum and they said the number we have is what you have. Somehow *********** e-mailed Maximum for them to reach us--no reply. Our problem is we have a contract w/Maximum and we can't make any payments due to no responses on Maximum's end. We are moving and we need our system transferred to the new home. We have tried to contact one of the technicians and left a few messages w/no reply. We called another technician and he mentioned that Maximum has moved and had many temporary numbers. The tech gave us a number that he received last week. We called and left a message and no reply.

Desired Settlement: I would like contact from Maximum with working phone numbers. I need to make payments with no late fees or derogatory marks on credit due to the waiting time of getting a hold of Maximum. Also, the system needs to be transferred to the new home. I don't want to be liable for the system/or payments when I move if no response from Maximum.

Business Response: Hello,

Please contact Maximum Security Alarm at 1-916-676-6839. We have moved office locations and are in the process of transferring our phone number to our new office however we have had some technical issues getting the numbers transferred.

We are happy to help you.

Thank you.

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.  Upon receiving this response, we received a call at 12:54pm on July 13, 2015 from Maximum Security from *****.  She gave us two office numbers to reach them.  They are as follows:  ************* or *************.  She mentioned that they will take care of our move and a payment. 

6/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

*********** called one day in referrance to installing an alarm system in my home. I agreed verbally to have it installed noteing there would be a 30 day free trail period then about $50 a mo. there after. Nothing was signed by me but a worksheet so the installer could get paid. On 12-9-14 I had a house fire that was a total loss. 

The installation was in the middle of Nov. 2014. The house fire was 12-9-14 so during the free month trail period. But yet they continued to take money out of my account. They state that I signed a three year contract, which I never did. I requested they send me paper work for the alarms and a contract. They stated they couldn't do that. Then I get letters from Maximum Security stating they were taking over and That I owed them the money for the systems. I don't understand why I should pay for something I'm not using and didn't sign a contract.

Desired Settlement:  I don't understand why I should pay for something I'm not using and didn't sign a contract.

Business Response: We have addressed this same issue with the customer time and time again. In fact we e-mailed a copy of the customers contract to her grand-daughter:

Feb 19 2015 9:04AM PST - ****** *******Emailed Granddaughter copy of contract
Feb 18 2015 1:14PM PST - ***** ************ ALSO SAID IT CAN BE EMAILED TO :********************************

We do not offer trail periods for our alarm systems, nor have we ever.

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6/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They installed my alarm at my address and had nothing but issues with the alarm. They took care of situation and told me they would pay for my service til December of 2015 and won't do as they said.

Desired Settlement: I would like them to do what they promised.

Business Response: We will be calling the customer today to review the complaint so we can resolve the issue.

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Maximum promised to pay off my old security company since I still had a contract with them. After repeated calls they sent me a check with NO signature. I told them I could not afford to pay 2 security companies. After more and more repeated calls and more promises that the check was in the mail, I asked to come and get their equipment as they had breached the contract and I could not TRUST them to secure my home. Instead, I have been getting repeated calls from the 3rd party that really monitors the house (***********) because I refused to pay them any thing else.

Desired Settlement: I want them to come get equipment and stop harassing me and refund me the 3 months I did pay.

Business Response:

A request to pay off your old alarm company would not constitute a breach of contract. We have no problem refunding the monies promised to you but we will not cancel your contract over this. You signed a contract with the knowledge you had another alarm company which is a decision you made.

*********** is the monitoring company and they have not done anything wrong. They simply want payment for the services they are providing for you based on your contractual agreement.

Consumer Response: I am rejecting this response because:  It does constitute a breach of contract.  I guess a judge will have to decide.  My complaint was with Maximum Security not ***********.  *********** value the concerns of customers and according to the attached letter have closed me out and sent it back to Maximum.  They should not even bring *********** up.  They are the deceptive company that I am complaining against.

6/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company is horrible! They do not return phone calls and then claim you never called. The representative actually said that she is the only one that anwers the voicemails and I have never called. They took advantage of my elderly father in law, ******* **********, having him sign a three year contract having no idea what he was signing. They used aggressive and pushy sales tactics. At no point did he understand that by having this installed he was locked in, he thought he was signing papers giving permission for the install. I have been trying to take care of this issues since October 2014. The only way I was able to reach a representative was by calling *********** who basically did a three way call to get me a rep. My father in law moved in September as he was told by a social worker at the hospital that they would not allow him to return home. I have explained to them the situation and the company will not release him from the contract. The rep out right lied to me and told me they had a recorded conversation of him where are details were gone over through ***********. When I asked for it she could not provide it and said I would have to get it from ***********. After calling ********** I was informed that they have never done this, the rep even contacted a supervisor to be sure. The rep said they record calls when customers sign directly up with them, they record the initial sign up call. The rep from Maximum Security was rude and actually had the nerve to tell me that if family had stepped in sooner this would never have happened. If there phone reps are conduct themselves in such an unprofessional manner, why should I not believe the sales reps are any different with there door to door sales tactics. I feel they took advantage of an elderly man who can barely move, is hard of hearing, has blurred/double vision and trouble speaking. The reps refuse to make it right and want him to pay off a contract in a home he is no longer able to live in.

Desired Settlement: I would like for him to be released for my father in law ******* ********** to be released from his contract with no penalty. I would also like a full refund.

Business Response: We will contact the customer to inform them of options for cancelation. We are unable to speak with the daughter of the client without a POA or proper approval of the customer.
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Consumer Response: I am rejecting this response because: The business has already been given permission to speak with me throughost ******* **********.  They have also been informed of my PA status. I have spoken on his behalf before to bother *********** and Maximum Security.  I am sure they have notes. Also ******* lives with me so my contact info and his are the same. We have also requested copies of the contracts and they have failed to arrived. The company rep has advised me already that if ******* cancells he is responsible for paying all payments.  I am not interested in this option as I feel the company had taken advantage of an elderly man . At the very least I want him released completely from the contract they say he is under. I would also like a refund of monies paid. I would also like the company to respond either through the BBB or by email so there is a hard copy of all correspondence as from past experience I have found that there rep was abusive and used out right lies in our phone conversation. 

Thank You,

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


6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 7th I had a HVAC technician come out to my house because the heat wasnt working. He immediately notified me that the thermostats Maximum Security installed were not wired correctly. I called Maximum Security immediately to report the issue. For five days, I spoke to numerous representatives and supervisors. One supervisor offered to send a technician out in a week. I was extremely upset because I had already stated several times, that I have a 4-month-old infant and toddler. Because of this nonchalant attitude, I called a local HVAC company to fix the issue because I still hadnt had any communication from the company.Since then, I have incurred additional costs totaling $351.18 to fix this issue. On November 26th, a customer service manager gave me two options. One was to reimburse me for half my costs and terminate my contract and the second was to reimburse me for all my costs and continue the contract. I clearly stated that I would accept the first offer so that my contract could be terminated immediately. I also stated that I would escalate the issue in order to get the full amount that I am owed and also $100 to offset the cost of a higher electric bill due to the use of space heaters over a five-day period. I have left Nicole, the director of operations several voice messages since November 26th. Customer service has been absolutely terrible, the managers and director work irregular hours and are almost impossible to reach. Please contact me as soon as possible to resolve this issue. I will gladly forward receipts, work orders, email and telephone communication if you need. Thank you.****** ******###-###-####

Desired Settlement: Refund of $451.18 and termination of contract immediately.

Business Response: I have been communicating with this customer and I sent the following email today in response to our correspondence from yesterday:


Hello Ms. ******,

We have no problem paying for the repair of your thermostat however we will not
pay for anything further. On 11/11/14 you spoke with a customer service rep
whom offered to give you 2 months of service since you used a space heater. The
HVAC invoices received total $254.00. It is clear our technician did not wire
your thermostat correctly and we can take full responsibility for that. From
day one we wanted to repair the issue and move forward however this was not an
option for you. We offered to terminate your contract which you signed and
agreed to for 36 months, which technically we do not have to do since it causes
the company a great financial loss for the company. Feel free to read your
contract. We sent a copy of the contract to you today. We understand your frustration
with the situation and we do take ownership there was a mistake made and it is
now fixed however all your demands are not going to be paid. I am not sure why
you are requesting over $400 in your BBB complaint. We have lost thousands of
dollars by you canceling your contract.

We are going to cancel your contract and reimburse you the funds paid to the HVAC company.
I apologize I did not return your calls in a timely manner due to the holidays.


I am sorry things did not work out to your satisfaction and I do want to
sincerely apologize for all of the hassle this has caused you and your family.

Consumer Response: I am rejecting this response because: This is only a partial refund. In response to *******s email. I appreciate the ownership of the mistake and $254 HVAC credit. However, I also spent an additional $100 to replace my old thermostats which your technician took. That is a total of $354. I am willing to settle for that and put this issue behind me and forgo the additional expense of a higher electric bill due to this mistake. Also please listen to the phone calls if recorded, Kristen who stated she was the supervisor said a technician would be available in a week, this is an unacceptable response. I stated to her and other technicians multiple times that I had an infant and toddler in the house and it was extremely cold. 

Business Response: Yes we will reimburse the customer the cost of the HVAC invoices and the cost of the thermostats purchased at ****'s. I will be submitting a refund check request for the amount of $351.18. Again I do apologize for the situation. We will be conducting additional training with ******* and our technician who originally installed the thermostat into the home.

Consumer Response:

I received a bad check for $351 from Maximum Security for damages that they caused. For five days now I have been given the run around. Strangely, neither the manager nor the CEO has been to the office all week. I find this quite hard to believe. One of the supervisors in customer service told me that I could take the check directly to their bank. I called before I left to make sure the funds were available. When I went to the bank, I was unable to cash the check. The branch manager at the bank spoke to the supervisor at my request. The supervisor stated that accounting was in a meeting and it would take 30 minutes. She stated that as soon as they were done they would call the bank before they closed in 2 hours.I called back 30 minutes before the bank closed, the supervisor had left for the day and there was no one that could help me. In addition Maximum Security also owes me $120 for failure to terminate my previous alarm contract like they said they would.

Refund by Wire immediately to my account for the total amount owed $471.Previous BBB case # ********

Business Response: We are sending the customer an ACH today. I have addressed this with the customer.

Consumer Response: I am rejecting this response because: I did not get a full refund of my money. Maximum Security did not pay off my previous alarm contract like they said they would. Consequently, I was billed a total of $120 over 3 months. Maximum Security said they would refund me but have not.

Business Response: When our account office sent the refund they did not see this portion of the refund. We are sending the refund today.

Consumer Response: I am rejecting this response because:I still haven't received the refund of $120 .

Consumer Response: Consumer states that the check has been received

Consumer Response:

*********** has made a total of $120 unauthorized withdrawals from my account AFTER my contract was terminated. I terminated my contract with the company in December, since then they have made 3 withdrawals total of $120. I went through a lengthy process with their "sister company" Maximum Security to get the issue resolved. They even sent me a bad check, which is why I have no patience for this company. I have contacted Maximum Security they tell me *********** is making the withdrawals, while *********** won't even respond to me and transfer my calls to Maximum Security. My case handler from the BBB in CA has advised me to file the complaint against *********** because that's what the bank statement shoes.

Explanation for the charges incurred and written confirmation of termination of contract.

Business Response: This complaint has been resolved

Consumer Response: I am rejecting this response because:Clearly the complaint hasn't been resolved, I wouldn't be filing another complaint if it was. Mail or email me a copy of termination of contract.You continued to withdraw money from my account for three months after you said you were going to terminate my contract.

Business Response: We have done everything on our end as requested by the customer. I will follow up with Montironics to see why they are charging her but we are not charging her account. She needs to call and cancel with Monitronics her Monitoring company if there was ever a concern.

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Consumer Response: I am rejecting this response because:I have already filed a complaint against ***********, they are not responsible for the charges, they forwarded the contract showing that your company is responsible for everything for a duration of a year. I have been back and forth between these two companies, I need for both companies to communicate. Most of all I just need something showing that the contract was terminated. 

Consumer Response:

Thank you again for following up with me. I have officially given up on Maximum Security and ***********. I still did not receive an official termination of contract and both companies have refused to claim liability over the $120 that was withdrawn from my account after we terminated the contract. I was able to recover the money from my bank because i had asked them to stop any further withdrawals from ***********. I appreciate all your help with the matter. 

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the salesmen came here to install my alarm system I phoned Mr. **** *** at ###-###-#### ex.*** to ask him for a second keyfob for my system. He said he would send one asap. The salesman did not have an extra one with him at the time and that is why **** had to mail one to me and then it would be programed to my system. I have not received it as yet. I have spoken to **** several times and he said he would mail it out, never received it. The last time I tried to speak to him I was told he would not answer my call and I was told someone else would take the call. I was getting the run around. I do not like to get made fun of and that's how I feel I was treated. When I first got in touch with **** he said he would help me and I should call him with any problems, he even gave me his cell phone number, which he does not answer, that was before I sighed my contract, once I signed the contract he changed. All I want is the second keyfob and paper billing that he promised me. The second kefob is on my contract, but the salesmen did not have one with him and that is why it had to be sent to me and programed to my system.

Desired Settlement: All I want is the second keyfob an have programed to my system and paper billing.

Consumer Response: This business has taken care of the problem     thank you

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the salesman was here I phoned the office and spoke to Mr. **** *** ** ************ asking him for a second keyfob for my alarm system, he said he would mail one out to me asap. I have not received it as yet. I have spoken to Mr. *** several times. The last time I tried to speak to him I was told he would not answer my call and I was told someone else wanted to handle it. I was getting the run around. I do not like to be made fun of and that is how I feel. When I first get in touch with **** he said he would help me and I should call him with any problems, that was before I signed my contract once he had me under contract he changed. All I want is the second keyfob and paper billing that he promised me. The second keybob is on the contract, but the salesmen did not have one and that is why **** was going to send one to me and have it programed to my system.

Desired Settlement: All I want is the second keyfob and have it programed to my unit and paper billing, if that can not be done I want out with no fee,

Business Response: I am not familiar with this sales person however we will certainly make sure your concerns are resolved. From now on please contact Maximum Security Alarm directly so we can ensure your customer service needs are properly handled.

I will have our customer service team contact you today to resolve all of your issues.

I do apologize for the delay as we did not have an knowledge of this. We value your business very much so and thank you for allowing us to repair this situation.

12/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I dispute that I owe ***********/Maximum Security $1531.20 because the system was never properly installed. *********** disconnected our fire system and left it out of code. We have not had any monitoring service on the system for months and the Sales Representative made promises that *********** could not fulfill. We immediately addressed the issue during the initial installation where if promises were not made by ***** the Sales Representative then we would have had them remove the system that same day. *****tine, the Customer Service floor supervisor for Maximum Security, who was very rude offered to send an installer to do the work but I denied her because it was the same installer, ***** who we did not want in our home. As of this date, our system is still not properly installed, we have not had any monitoring activity on the system since July 2014. We spoke to *****tine again on November 21, 2014, and again she was rude and very aggressive about not wanting to resolve the issue anymore. She stated that she offered to send an installer to fix the system and I denied it so we breached our contract. But when my wife asked her if they had a different installer to send to do the work, she stated no, it was the same installer. My wife told her that is why it was denied. He was beligerent prior and not allowed in our home.

Desired Settlement: Remove debt not owed - Remove or we can remove equipment from our home and return to *********** - return our fire system to its proper fire code - Refund intial deposit of $34.99

Business Response:

We have attempted to help this customer time and time again with no success.

They have refused service or not showed up to scheduled service calls.

We have gone back and forth us regarding what issues they have and we have repaired or attempted to repair the problem every time. This customer was sent to collections due to not paying for the service they signed up for and fulfilling the contractual obligations they signed up for.

We have spoke with both parties and every time they agree to service they either cancel or are not home for the appointment. We have provided this customer with account credits due to complications they experienced with the installation of their alarm however whenever we take over another companies alarm system there is a chance the alarm system could have complications. We have tried to work with this customer through everything since March and since they customer stopped paying for their alarm system and did not allow us to repair the issue they broke the contract and have been sent to collections.

We are more than happy to repair the issues. I suggest the customer read the contract they signed and agreed too therefore they can understand why they are in collections.

Consumer Response: I am rejecting this response because: 

As I stated in my letter, the installer that was sent on behalf of Maximum/*********** did not reconnect our hardwired fire alarms to the system because he could not.  he said there were not compatible to the system he installed.  *****, the sales person, was suppose to look into a compatible system.  He did not finish installing the wrong system properly and failed to show on more than one occasion to install the new.  We wasted time waiting around for the installer to come to our home to only try to convince us to pay more for the new system, not to repair.

I ask that Maximum/*********** provide documentation showing the original contract of what was to be installed.  My notes show that we should have received a system to replace the *** system we had which included the hard wired fire system and 2 keypanels, 2 remotes 2 motion sensors.

I would also like to see the documentation of the credits that were issued to us for our system not working properly. To this date we have received no such credits.  We had our bank, **** ** *******, investigate the monthly charges of 34.99 on our behalf and they removed it and furture payments after receiving no valid response from Maximum/*********** in May of 2014.  And since that time we have not had any service on this system.

I also ask that if Maximum/*********** is willing to repair/replace the system with what we were originally promised, and as long as it is NOT the same installer Kirby, then I invite them to get our system up and running.  Because currently we do not have a working system in place as stated in the contract.  We do not have the 2nd Keypad as was stated, along with the fire alarm issues.

Thank you ******* *******

I also found my hand written notes from the sales call with ***** and there should have been notations on the installers paperwork regarding the unfinished installation. 
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Business Response: We will certainly call the customer today to go over some options on how we can repair the system without having the original technician do the work. We have since removed this account from collections due to situation. We will work diligently with the customer to resolve the issue and get the alarm system back in working order.

I do see in our notes there was an account credit provided to the customer invoice#******** for $69.98 received to us on 5/19/14.



Consumer Response: I am rejecting this response because:

On Friday 12/12/14, We received a message from Maximum Security stating that they are unable to find an alternate installer in our area to service our system.  They stated that they were going to remove any amounts considered owed from our account and consider it closed. We were to keep the equipment.

We would like the business to send that to us in writing and confirm through the BBB complaint process.

Thank you ******* ******

Business Response: Yes, this is correct. After further research we do not have another installer in the area therefore we are going to cancel the account for the customer. Their account was already pulled from collections. Due to the fact we are unable to satisfy the customers needed we have advised them we are canceling the account with no further collections action.

12/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company made a credit inquiry on 10/28/14 and used my social security number without authorization. Originally I made a tentative telephone appointment but cancelled when I read their information with the BBB. No representative came to my home nor did I discuss any kind of purchase. I am greatly distressed that they have my social security number without my having given it to them. I have now registered fraud alerts with the three credit bureaus and have discussed my concerns with Maximum Security Alarm. I have asked them to delete the inquiry without satisfactory results.

Desired Settlement: I would like the credit inquiry deleted with the credit bureaus and have my social security number deleted from their files.

Business Response: We sincerely apologize for any inconvenience this has caused Ms.*******. Ms. ******* did not speak with a Maximum Security Alarm employee she spoke with a 3rd party company that does occasional work with Maximum Security Alarm. We have since spoke with the company AG who the customer spoke with regarding the alarm system and we did inform them of the complaint. The rep we spoke with said they did go over all the details with the customer however this sales rep is new and converted this customers data once the customer scheduled the installation. We have since removed this customer from our database and will kindly remove the credit inquiry made on Transunion. Please allow 48 hours for the credit inquiry to be removed.

We have required the company this customer spoke with to provide their employees with additional training to avoid any misunderstandings in the future.

Consumer Response:

Thank you for your prompt attention to and moves to resolve this situation.  I have read the response and am satisfied with 2 of the 3 issues involved - the deletion of the credit inquiry and removing my information from their database.  

My remaining concern is an explanation of exactly how they had my social security number without my having given it them.

I feel that I can accept the resolution with this information. 

Business Response:

I completely understand your concerns. The sales representative never had your social security number. Upon credit approval for an alarm system he input your name, address and DOB and once the sales representative schedules the alarm installation our system will auto generate a decision if your qualified based on your credit history. I apologize for the confusion but rest assure the sales representative does not have your social security number.

Consumer Response: I am rejecting this response because:  When I contacted Maximum Security Alarm in Sacramento, CA by phone, the third party (AG) representative read my Social Security number by number from the database.  Since I did not provide it nor did I enter into any sales or installation agreement, I am again asking how it was obtained and how they will prove that it has been deleted so that none of these parties have access to it.

Business Response: The account is deleted from our database and I have confirmed with Transunion the inquiry was removed.

We do not have access to this consumers credit profile. Please keep in mind the sales rep is with the 3rd party company therefore I do not know what process they have within their company however I do know our company has deleted your information from our database and removed the credit inquiry.

Consumer Response: I am rejecting this response because:  I appreciate the actions that the representative from Maximum Security Alarm has taken regarding deleting their credit inquiry and my information from their database, however, I am still not at ease with my social security number and personal information being at risk with this third party that has been referred to in the previous business responses.  Because I reached this third party by calling Maximum Security Alarm's Sacramento, CA, number to discuss this matter, I strongly feel that Maximum Security should provide the full name and contact number of this entity who spoke for them and whose employee read my social security number by number.  As a side note, it was a company named Monitonics who scheduled the tentative appointment, then Maximum Security Alarm showed up as an inquiry on my credit file, and now a third party referred to as AG has my personal information.

Business Response:

We can certainly speak with this consumer and discuss the situation and provide her with the information with whom she spoke with which is a 3rd party contractor we work with. They use our database to schedule installations when they are contracting alarm installations with our company.

Consumer Response: I am rejecting this response because:  I remain unsatisfied with this business' response in helping me find out how it obtained my social security number as I did not provide it and then used it without authorization to make a credit inquiry.  I do not plan to contact this business directly and will continue my efforts to resolve this through the BBB. I have also contacted the Federal Trade Commission because of my concerns regarding possible identity theft.

Business Response: I apologize your not satisfied with my response as I do not know what transpired between you and the sales rep you spoke with from AG. Perhaps you should call him to get the answers your looking for. I have provided you with all of the information I know and I have removed the inquiry off of your Transunion credit profile.

Consumer Response: I am rejecting this response because:  Per Maximum Security Alarms last response, I would be more than happy to contact AG to discuss deleting my social security information from their files; unfortunately Maximum has not provided the full name and contact information of this company that I spoke with when calling the Maximum Security Alarm number in Sacramento, CA.  In a previous response, Maximum Security Alarms identified the person I reached as their answering service so I believe that company's name and contact information should be readily available.  Again the underlying concern is how Maximum Security Alarm acquired my Social Security information in the beginning.

Business Response: We have deleted all of your personal information from our company files therefore no one will be able to access it. I don't know what more I can do at this point. I have deleted all of your personal information from our database and deleted the credit inquiry on your Transunion credit report.

Business Response: I have deleted this consumers information from our database. I do not have any further information regarding this consumer. I have deleted the inquiry which was placed on the consumers Transunion credit profile.

Please let me know what more I can provide? This consumer spoke with a 3rd party company and I do not know what was said between them.

I can guarantee this consumers personal information has been deleted and destroyed therefore we no longer have this consumers in our database. 

Business Response: Please contact AG Sales at ###-###-####

Sorry I was unaware the consumer did not have the sales companies contact information.

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.  I contacted AG Sales on 12/22/14 and spoke with a representative named ****.  I explained my concern that, because of its business relationship with Maximum Security Alarm, this company had my Social Security number in its system as it was read to me number-by-number by their employee on 11/26/14 when I called the Maximum Security Alarm number.  **** stated that he was searching as we spoke, and he could find no information under my name in their system.  At this point I hope that both companies have, in fact, truthfully disclosed that my Social Security number and personal information have been deleted from their databases, and no further unauthorized or fraudulent activity will result from my social security number having been compromised. 

I have received to date no satisfactory explanation of how they obtained my Social Security number.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 27th, 2013 Maximum Security Alarm DBA Max Security Alarm, Inc at **** ****** *** *** *** *********** ****** ***** Phone # ************** installed a security alarm system, onto my home at ***** *** * ****. When ****** ******* installed this unit a siren, that was paid for, was never installed. Also, ****** without permission mounted the sensors with screws into six panel stained doors. If I had known ahead of time that this was to occure I never would have allowed the system to be installed. Since the initial instillation the system had never worked. I contacted the Maximum office and spoke to a lady who was "a manager" and she refunded 3 months charges of $29.99 each month for a total of $89.97 I also paid a fee for an additonal smoke sensor. On Sunday November 24th, 2013 **** who was an account manager called to appolagize for the previous missed appointment and to tell me that the appointment on November 25th would also be missed as ****** ******* was out of town due to a death in the family. The appointment was moved to December 2nd, 2013. This was the second appointment move. I had an independent company call me and said they could not name the December 2nd, 2013 and would get back to me as soon as they could. They never have and here November 8th, 2014 I still have an alarm system that is incomplete and does not work. I contacted the Original installer, ****** *******, and he advised me that he had gotten an inheritance and he no longer worked for Maximum Security Alarm. To date nothing has been done and the system is still not working. The system began beeping a couple of weeks ago and we had to dismantle it as it was keeping us up at night.

Desired Settlement: I want the system removed and the holes put in my doors and wall patched and a full refund of all moneys and the three year contract terminated. All payments for each and every month has been removed from my account plus the $64.99 initial charge. The monthly charge was $29.99. I calculate that after the $89.97 refund I have spend $394.99 to date. Sincerely, ***** *******

Business Response: The last time we spoke with this customer we advised him a *********** service dealer ******** would be coming out to service the customer. This customer needs to contact *********** for all service needs.

Jan 7 2014 1:00PM PST - Jessica Escobar job# 10443132 was closed for second time at customers request per ***********. We reopened service ticket and reassigned to ********  ********.

Jan 6 2014 1:08PM PST - ******* ****** **** Transferred Call from  *******. Customer was extremely upset and requesting to cancel because the siren he purchased at the time of install and the motion he purchased 12/2/13 hadn't been installed. Additionally, his chimes were set improperly and he was upset that the tech drilled through his maple doors to install the contacts without his consent. Advised the customer a ticket was opened on 12/2/13 but he states no one ever contacted him. According to ***********, the dealer tried to contact the customer several times, left messages, then closed the ticket due to unable to contact / no response from the customer. Resolved the issue by scheduling ******** ******** to go out tomorrow between 9a-11a to run service call and submitted check request for 3 months of service @ $29.99 - $89.97.

Why is the customer waiting 11 months to contact us regarding this issue when we tried to resolve the problem on several occasions back in January 2014.

We will not refund or cancel the account to the fact we made several attempts to complete the service and the customer did not allow us or respond to service requests. We have already refunded the customer 3 months due to service issues.


Consumer Response:

In response to the letter sent by your office Wednesday, November 19 2014 the following is submitted:

1. *********** never advised me that ******** would be coming out to service my alarm system, but rather that someone would be contacting me.

2. As I remember, the work was closed out and assigned to ******** as *********** no longer had anyone in the area to my service my system. 

3. ******** did not contact me to set up an appointment, but later called back to cancel this appointment as they did not have the siren, or motion sensor that was to be installed and indicated that they would get back to me to set up an appointment upon receipt of these items. ******** never got back with me nor was a message ever left in regards to this. There is just my wife and I at this phone number therefore there would be no opportunity for this matter to be missed. 

4. As to why I waited 11 months to contact anyone it is because I was in the process of moving into a new house, building a new building, acquiring repairing and selling an additional property, and running a multi million dollar business by myself. I do not have time to deal with a $30.00 dollar per month business that is not doing its job.

Lastly, the system was up in so poorly that filters were left out and it diminished the function of my internet.

Again, I want a full refund of all my moneys paid the contract canceled and the system removed, and the damage repaired.

Sincerely,

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

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

 

Business Response:

 

In response to the letter sent by your office Wednesday, November 19 2014 the following is submitted:

  1. *********** never advised me that ******** would be coming out to service my alarm system, but rather that someone would be contacting me.

    1. ******** is a *********** Dealers. *********** is the alarm Monitoring company therefore they are the company whom you pay your monthly monitoring bill monthly and does all of our alarm Monitoring. Since Maximum Security Alarm no longer had an Alarm Technician in the area your alarm company *********** sent assigned one of their service reps to your open service ticket. As explained in the original response the customer did not respond to the service request therefore *********** closed out the service ticket.

       

  2. As I remember, the work was closed out and assigned to ******** as *********** no longer had anyone in the area to my service my system. 

    1. ******** is an authorized *********** Dealer whom they use to repair service on alarm systems. *********** assigns service dealers to repair service requests.

       

  3. ******** did not contact me to set up an appointment, but later called back to cancel this appointment as they did not have the siren, or motion sensor that was to be installed and indicated that they would get back to me to set up an appointment upon receipt of these items. ******** never got back with me nor was a message ever left in regards to this. There is just my wife and I at this phone number therefore there would be no opportunity for this matter to be missed. 

    1. We have no control over the company ******** as they are not affiliated with Maximum Security Alarm. We are both Authorized *********** dealers however we are not associated with ******** and that complaint needs to be addressed with *********** or ********.

  4. As to why I waited 11 months to contact anyone it is because I was in the process of moving into a new house, building a new building, acquiring repairing and selling an additional property, and running a multimillion dollar business by myself. I do not have time to deal with a $30.00 dollar per month business that is not doing its job.

    1. All we ask is for the customer to communicate with us to resolve the problem. If there was a service issue *********** is very diligent regarding repairing open service tickets.  

       

  5. Lastly, the system was up in so poorly that filters were left out and it diminished the function of my internet.

    1. This can be repaired during a service call and *********** will gladly open another service call with this customer. The customer will need to call *********** at ************** to request a service call from their alarm technician.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Phoned co 3 times with various options I thought were fair and reasonable. I even offered to pay for window contacts a 35.00 for 7 or 9 windows if they would drop 1 yr off auto collection. They refused and wanted me to pay up front for windows, I offered to buy out of contract as I didn't feel Alarm was reliable and good security. They refused. Any option I suggested was refused. I didn't feel safe with only 4 contacts. Also there monitoring fee is to high for only 4 contacts. Example of unreliability of system. I could enter home through unmonitored door from garage to kitchen, walk from kitchen to living room/ dining room, walk to 3rd BR/Den without alarm going off. I was solicited this free alamr install by telemarketer but then did pay $99.00 + 1st mo monitoring 39.99. Contract was with Maximum Security Alarm. Monitoring by "Monites"

Desired Settlement: Alarm windows or deduct 36mus to 24 mo. or buy out of  contract.

Business Response: Dec 2 2014 1:47PM PST We received all parts installed - SIMON XT PANEL, 1 MOTION, 4 CONTACTS, 1 KEYFOB. Customer sent all of her equipment back to the office due to the fact we could not provide her with additional free contacts.                                            

We have apologized and explained to this customer that we tried to help, but unfortunately she's asking for more than we can provide for free or what the customer wants to pay. The customer hung up on us several times when we expressed to her we are unable to provide her with $100's of dollars worth of equipment for free or what she felt was a fair price. We advised the customer what the price is for the additional contacts she requested which is $35 per contact. We have provided the customer with 4 contacts at no charge during the initial installation on 9/13/14.                                          

Nov 18 2014 4:14PM PST customer called into our office inquiring about new equipment request. We quoted the customer for 9 window contacts and one free door contact including installation it would be $315. At that time we advised the customer typically we require payment upfront but she can pay once the tech is there to install. Customer stated she feels she is a senior who was taken advantage of from the beginning. I told her I resent that remark  and I'm sorry to hear she feels that way just because we cannot provide her with the price she wants to pay. We have a cost for the equipment & installation we must pay and the price we quoted is our cost. Customer feels she is entitled to some sort of compensation because she's a senior and wants her monthly rate reduced because she has friends who pay a lower rate. We continued to advise the customer we cannot accommodate her demands and the customer hung up the phone. 

Consumer Response: I am rejecting this response because: I was open to many different options they turned them all down, even agreeing to to pay to have all the windows alarmed, they agreed at 35.00 per window, my only request was that they drop one year of the 36 month contract for minitoring, they refused, i have since been told by another company that legally in california they cannot have you contract for more than 2 years on monitoring, if that is true, it's foolish that they turn my request down, i dont believe the monitoring was installed correctly, i proved it. i could walk from my door leading to the kitchen from the garage, go past kitchen into dining room & living room and 3rd br. and alarm would not go off. in frustration i had an electrician remove ther alarm, they never phoned me, no alarm went off. nothing happened, so i dont believe that monitoring was done correctly they never called an emergency number so what kind of alarm is that, that it can be removed and not one thing happened. i will take them to court and i have prove for the two electricians that were there, no alarms were sounded. o contact ever made. they put 4 poor contact in your home and then want to tie you up on monitoring for 36 mos. i was solicited on the phone for this saying free installation, well that wasnt true either i paid 99.00 look where they mae there money on  all the minitoring fee they recieve 39.99 er mo. for 4 contact. you can have eveery window done and still only pay the same fee.. it is to hard to write these things, if i can talk to you on the phone it would be much better if possible.  thank you, trust me when i tell you that a good company would work with you in some compromise, they would not accept any of the options, the other was to buy out of the contract, they said no. then i tried to get the 39.909 reduced as that is high for only 4 contact, they refused, please check into the rulling on it being illegal to sign you up for 36 months.    tthank you

Business Response: We can certainly call this customer to discuss the matter further however we are unable to adjust the contract term once the contract is signed. Our minimum contract term is 36 months. A 36 months contract terms is 100% legal in CA however a 60 month contract term in CA in not.

We are more than happy to work with the customer to accommodate their needs they just have to understand from a business stand pointe we are unable to give away everything for free and do not have the authority to change the contract term once the initial contract is signed. 

We will call to discuss this with the customer tomorrow and hopefully be able to fulfill their needs.  

Consumer Response: I am rejecting this response because: i was solicited on phone for free alrm istallations, i assumed that to be the entire house not four contact, sonce it was only 4 contacts, I paid on installation 99.00, plu 1 month, monitoring, I found alram monitoring questionalble as it was removed bvy an electrician after i was unable to negotiate with business in giving them three different options, all refused. i dont believe my alarm was every connected outside of the home. cost to them was what for those 3 months, monitoring was paid, they said they charge 35.00 for each contact installed I gave 99.00 , four contact times 35.00 is 40.00 if they want the forty dollars, they can have it, this is a crooked operation that needs to be found out. except for the 40.00 i mentioned i will not co-operate or work with them in any way and i definitely do not want an unmonitored alrm in my home as it appears that's what I had. **** ******

12/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early September, 2015 I received a phone call from GE advertising a home security system. I listened to the sales pitch. I informed the sales person that I was going to be selling my home within the next two years and that I wanted a "no strings attached" ability to cancel if I sold my home. After explaining that my options were to move the system to my new home or having the new homeowner pick-up the contract I stated I was not interested in those options. I wanted to be able to cancel if I sold my home without any future contractual issues. After some deliberation on GE's end that came back on the line and told me that they would allow me to cancel the contract if I sold my home. I was also told that there would be no price increase for the 36mo term of the contract. I agreed to having the system installed in my home based upon this agreement.The install technician arrived September 9, 2015 with a digital version of the contract on a handheld computer device. I was not concerned about executing the contract at that time as I knew I would have a short window in which to cancel. The contract was emailed to me shortly that day upon which I read the contract and noticed that the aforementioned conditions (cancellation for move & no price increase) were not included in the contract. I contacted the phone number on the contract the following day September 10, 2015. I was connected with ***** ***** of Maximum Security Alarm who informed me that my contract would be amended to reflect the changes I requested. Additionally, I was not present when the technician completed the install and was unable to show me how to operate the system. Could they please provide me with an operators manual. I was assured that this was also being done. I called Mr. ***** 2 more times days after my first discussion upon which he asked for my patience as the company amended my contract. After no receipt of an amended contract I called again and spoke with Regina - but no return calls.

Desired Settlement: Amend the contract to reflect the requested changes and provide me with an owners manual or remove the system from my home and cancel the contract.

Business Response: We spoke with this customer today and are in the process of working on a solution with this customer. We will mail the customer a user guide as well.

12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased home alarm services from Maximum Security for my new home. I had my mother-in-law and a four year old niece living in the home at the time of purchase. On several occasions the alarm was tripped and the alarm sounded for several seconds before we acknowledged the alarm and shut it off. We never did hear from the monitoring company and called the help desk to see if they had received and alarm at our address. On each occasion of setting the alarm off we were told the alarm had to register for at least forty-five seconds before the monitoring desk would receive an alarm signal. So I responded that what they were saying was that they expected an intruder to be inside my house for forty-five seconds before and alarm signal was sent then they would call me and later the police. That was absolutely unacceptable. A technician from *********** was dispatched three times to the house where "nothing" was found to out of synch with system. Each time with me standing by the technician a activated alarm took at least 45 seconds before the monitoring desk acknowledged an alarm. Maximum Security never did respond to resolve the issue and we purchased another system and now within just a few seconds we receive a call from the monitoring desk when an alarm is tripped at the house. *********** and Maximum Security are now trying to collect on past due monthly recurring bills they think they deserve. I believe they should refund what I have already paid them and find another line of business. They certainly did not provide secure protection as they advertise.

Desired Settlement: These two companies should absolutely not expect any more money from me. They failed to provide security services they promised. We gave *********** three attempts to resolve our home security needs and they did not prove worthy of us keeping their product. The security of my wife, mother-in-law and niece took precedence over continuing to deal with a non-responsive vendor like *********** and Maximum Security Alarm.

Business Response:

This complaint needs to be taken up with *********** the Monitoring company. We are not the monitoring company and have no control over this matter.

Consumer Response: I am rejecting this response because:*********** was acting on your behalf.  You should be responsible to see you outsourced vendors are providing services promised.

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Solicited by phone, agreed to have them supply emergency necklaces for both husband and wife, instead received faulty installation of defective security equipment and no necklaces causing problems with computer, phone, internet, animals and increased tinnitus.Refuse to resolve issue after 10 days of multiple calls, emails, with various people in Maximum Security and ***********, installer said he needs permission to remove equipment which he still has not received, finally had equipment removed today and neatly packaged at our expense and asked for them to pickup and give receipt for equipment, cancelling all obligations to their company. They finally are going to send someone to reinstall, we refused and insist when he comes that he gives us a receipt for their equipment. We purchase only made in USA products, have not received necklaces or sign, these barely legible instructions printed in Mexico and equipment made in China. I have been through a nightmare since Labor Day 9/1 and this is 9/11 and still not resolved and tinnitus terrible. PLEASE HELP TO CANCEL THIS TERRIBLE COMPANY OUT OF OUR LIVES.

Desired Settlement: GET RID OF EQUIPMENT AND OUT OF OUR LIVES FOREVER, PAID $39.99, HAVE BANK BLOCKED FOR NO MORE ELECTRONIC WITHDRAWALS. THEY CLAIM NOT CANCELLED IN 3 DAYS AND WE ARE RESPONSIBLE FOR FULL 3 YEARS PAYMENT. WHEN THEY OFFERED TO INSTALL PROPERLY OFFERED SIX MONTHS FREE SERVICE, WE REFUSED, WANT NOTHING TO DO WITH DEFECTIVE UNAUTHORIZED EQUIPMENT AND THEIR COMPANY. FURTHER, THEIR SYSTEM IS INTERNET NOT COMPATIBLE WITH OTHER ELECTRONIC SYSTEMS.

Business Response:

We have spoke with this customer several times and advised them we scheduled a service call to redo the entire system since it was not up to their standards, customer refused service. We have tried to go above and beyond for this customer. We gave the customer 6 months of service for free and they still are not satisfied so we have already canceled the service out.

We had no idea the customer was racist and did not purchase equipment from China or have any products made outside the USA. We apologize the user manual is printed in China and Is standard print.

No matter how hard we tried to satisfy this customer we couldn't and don't believe any company could for that matter. We are more than happy to cancel the service for this customer.

 

 

Consumer Response: I am rejecting this response because: it is a total lie, the initial installation was on 9/01/14 Labor Day, it was a defective installation wired into my computer which is not always on, I called every day and sent various emails for a total of ten days, no satisfaction, finally on 9/11 paid mechanic $100. and had the incomplete defective installation taken out and packaged neatly for them to pick up.  They only offered free six months if they could reinstall  properly but I refused and I still do not have the security necklaces which were the original reason for signing up with them.  This Company is terrible, I have every email documented to prove my case and they have nothing.  I have even had the local Deputy informed about my situation to protect myself.  The terrible accusation that I am racial is blasphemy, my attorney is a MAN OF COLOR and very highly regarded in our community and my lprotector guardian angel.  HOW TERRIBLE.

The mechanic who took out the equipment said it came from China and the instructions were printed in Mexico.   My husband is military and we try to only purchase MADE IN USA TO HELP OUR COUNTRY AND EMPLOYEES.
Sincerely,
******* *****

Business Response:

I am rejecting this response because: it is a total lie, the initial installation was on 9/01/14 Labor Day,

  • I never said the installation date therefore what am I lying about?

 

  1. it was a defective installation wired into my computer which is not always on,

    1. This is not accurate as we do not install anything into a computer. Our equipment is wireless and we would never install anything into a computer so this is a complete misunderstanding from this customer.

       

  2. I called every day and sent various emails for a total of ten days, no satisfaction, finally on 9/11 paid mechanic $100. And had the incomplete defective installation taken out and packaged neatly for them to pick up.  

    1. We called this customer back every time we missed the call and we told the customer we would come out to remove the equipment ourselves to prevent any damage therefore why would the customer pay a mechanic to take the system down when we already advised we would remove the system from the home.

       

  3. They only offered free six months if they could reinstall properly but I refused and I still do not have the security necklaces which were the original reason for signing up with them.

    1. The customer refused service so how can we add anything if the service was refused? We told the customer several times we would bring the medical pendants out to the service call.

       

  4.  This Company is terrible, I have every email documented to prove my case and they have nothing.  I have even had the local Deputy informed about my situation to protect myself.  The terrible accusation that I am racial is blasphemy, my attorney is a MAN OF COLOR and very highly regarded in our community and my protector guardian angel.  HOW TERRIBLE.

    1. Buying products made outside the USA does help employees; it creates jobs for many people. It the USA only sold MADE IS THE USA products half of America would be out of jobs. We tried and tried with the customer and there is no satisfaction and this customer has her opinion, however we know how many hoops we jumped through to go above and beyond and the bottom line is we will never be able to make this customer happy. We will fix one problem and they will find another like our products are made in the USA.

 

We have GLADLY canceled this account out and do not wish to do business with this customer as they have no idea the amount of time we have spent on this account trying to make everything right.

Good luck.

Consumer Response: I am rejecting this response because:

The very nice serviceman with ******* ******** came this afternoon and signed for the equipment, he still had an order to reinstall the equipment and was amazed when I showed him the copies of all the emails and problems I have had.  His name is ****** ********* and gave me his personal number  ###-###-#### if I have any further difficulty.
He was amazed when he saw the monitor wired into the computer and DSL line, just shook his head and said if the Technician had looked further he would have seen the plug in the wall only two feet further.  He was amazed anyone would plug into the Surge Smasher of the computer.  The company saying the equipment is wireless is not accurate, the monitor hanging in the hall, which leaves a large hole that was made to hang it, has a wire attached, hole was made in the wall to the closet inside and wire further down wall, under carpeting on floor and then run around the corner to the back of the computer furniture.  I have pictures to show you taken by Pastor Tom Barnhill, the maintenance handyman, of the computer table counter top, hole in back for feeding electric through clearly showing this.  ****** ********* just shook his head when he saw it as I stated ****** could have seen the plug two feet further on the wall instead of feeding through the hole of the back of the computer desk.
 Further, on Tuesday, 9/9, I called ****** ****** again for the 5th time, ###-###-#### the original installer  at 2:10pm, he said he needed permission to remove the equipment but he still has heard nothing from the company and could not do it without authorization.  He then told me the equipment was not made in China it was made by ******* ******** and hung up on me.
FURTHER, ****** ****** said the electronic necklaces were still on back order so the statement they were offered to me is a COMPLETE FALSEHOOD.  I now find out from ********** that I can get them at ****** ***** ******.
I never refused service, only refusing to keep the equipment, begging them to take it out and get it out of the house so the frequency in the air waves from the 7 doorways would no longer affect the animals and my tinnitus.
The *** Company says this equipment operates on the internet, I do not know if that is correct, but all of the statements of this Maximum Company are FALSE......LIES.....BUT I FORGIVE THEM FOR THEY KNOW NOT WHAT THEY ARE DOING AND WILL FORGIVE THEM.
Sincerely, ******* *****

Business Response: We are happy to know your system was removed. You account has been closed and resolved.

Consumer Response: Customer states that they would like a refund for $39.99 that was charged on the first day the company came out plus $32.00 that was charged for the up front fee of the 3 year plan and $100.00 for the cost of having another company come and remove the equipment.

Business Response: Company has included refund receipt and also if the customer can provide documentation that she was charged the additional $32.00 the company will address it accordingly.

Consumer Response:

The Message from the business is inaccurate, they said I declined to have them remove the equipment and in fact, ****** ******, the original installer, told me twice that they would not give him permission to remove the equipment he installed, it was defective and I had to have it removed at my own expense of $100. and the representative that picked up the equipment was appalled at the discrepancies and also I incurred the stop payment fee of $32.00 from my bank because they threatened to go ahead and charge me three full years of the contract because my complaint was three days after initiation of the contract which was another total lie.  Just think, just because I ordered necklaces and never even got them.
This is a very disastrous situation and not a company that you should give a good rating to, TERRIBLE.
******* and ******* *****
I will be happy to forward more emails with further documentation and pictures of the faulty installation.

Business Response: We will be able to refund all funds the consumer paid to us however we cannot reimburse any funds paid to another company when we offered to remove the equipment and the customer declined. Our contract states we do not reimburse any funds especially since the installation costs was waived however we will refund the one time payment made to us of 39.99.

Business Response:

I already spoke with the BBB rep regarding this case. The refund was processed.

Consumer Response: I have data in my email file documenting the charges with phone numbers, names and pictures documenting the whole story, but  my computer does not give me access to copy and paste, if you will give me your email address, I will be happy to forward the appropriate emails documenting $32.00 stop payment bank charge and $100. for uninstaller with pictures of improper installation.  I am delighted to get this over with even if I do not receive any reimbursement.  I originally wanted life saver necklaces not all the stuff they improperly installed and it has indeed been a real mess which Maximum's technician agreed it was unbelievable. Never did get the necklaces, they don't even carry them, said they were "backordered."
Thank you.
******* *****
************************

Consumer Response: Received $39.99 at our bank on 10/10/14 finally cancelling contract, defective installation of security equipment but no necklaces as orginally ordered.  Do not want any further contact, hold no hope for reimbursement of expenses incurred.
******* *****

10/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a first-time buyer of a home alarm system. We purchased one that was supposed to work w/door sensors and a motion detector. Shortly after it was installed the alarm went off for no reason while the door sensors were activated at night. Over the next couple of weeks, while the system is disarmed, the garage door sensor randomly said "garage door" and beeped when the door wasn't in use. OR it would say nothing at all when the door was being opened & closed! We were given no information on the system, except the "how to install" spec. sheets that the installer left behind. Not even a receipt for the first payment or a copy of the 7 pg. installation/monitoring agreement the installer asked me to review and sign on an iPad, before he installed the system. Upon reading the spec sheets, my wife learned that the door sensors wouldn't work near large areas of metal. At no time did the salesman or the installer ask me what type of doors we had prior to my signing their agreement or during the installation. Our garage service door is a steel door! After attempts to communicate and messages left, my wife spoke w/customer service and tech support. First we asked for a copy of the contract to be sent to us along with the yard signs/window stickers, all promised within four days - but never sent. Next she spoke to a tech support rep. who had to ask a supervisor about the metal door issue - the supervisor concurred that the sensors do NOT work on metal doors. My wife was transferred back to customer service. The contract was emailed late in the evening (Fri.). Both my wife & I contacted the company on Mon. We were told that the contract couldn't be broken unless we paid in full (36 mo. of payments) or found someone to take our system and make the payments. We explained that the system doesn't work as represented by the salesman, the customer service rep agreed but could do nothing. She said a supervisor named "*******" would contact us within 48 hours. We haven't heard from her.

Desired Settlement: We would like to return the monitoring equipment that does not adequately work with our home, be refunded our payment, and break the contract based on the fact that neither the salesman nor the installer mentioned that the system would not work (as promised) in our home. We also want to ensure that once the contract is broken that our name and contact information be removed from any solicitation done by this company or it's affiliates.

Business Response:

We will contact this customer right away to try to resolve the issue at hand.

Yard signs and stickers have been sent out to the customer

yard sign/stickers(sent) tracking via uPS ******************

 

We have e-mailed the e-contract to ********************************* and mailed a copy via USPS. Once we complete an electronic contract with a customer it is emailed to the email address provided to us at the time of the installation.


Our notes reflect we spoke with the customer on 9/19/14:  customer called in and stated that her contact is not working on her garage door and she read in her manual that contacts should not be put on metal doors and we told her that is correct. The installing tech put 2 of her contacts on her metal doors and now they are reading opened when closed. We offered customer some other options for those areas and she said she feels mislead and does not know if she wants to continue with us she will discuss matter with husband and follow up with us and let us know what she decides.

 

We are trying to resolve the issue since we did make a mistake by placing the contacts in a place that is causing errors with the security system. We would like to offer the customer some alternative options since this was a honest mistake and we would like to repair the problem.

 

Consumer Response: I am rejecting this response because:

 

The sensor installed on a steel door malfunctions within the security system randomly. My wife discussed the system's peculiar behavior with a phone service tech.  The rep. didn't know what the problem was, but offered to send a service person to our home. When queried about the potential for malfunction if installed on a steel door, the phone rep. consulted her supervisor. The supervisor confirmed that the sensor sold to us would not work on a steel door.

 

My wife had spoken with representatives of Maximum Security Alarm on Friday, September 19, 2014. After obtaining the confirmation from their phone rep. that the system that was sold to us doesn't work with steel doors, and listening to their alternative suggestion, my wife thought it would be best if she and I discussed this information, prior to making any further decisions.

 
 

This information provided post-sale, regarding the inability of the system to function with steel doors, was never provided by the salesman or the installer prior to signing a contract with Maximum Security Alarm. No information provided in the contract alluded to a lack of functionality if installed on steel doors. It is wrong that we should be contractually obligated to pay them or to negotiate other system options with them, whether or not it was an honest mistake, lack of sales knowledge/training, or otherwise. The product/service sold to us does not function in our home.

 

My wife and I both contacted Maximum Security Alarm on Monday September 22, 2014 to proceed with canceling the agreement and returning the equipment. We told the phone representative that at no time did the salesman inquire about the type of doors we had, he asked only how many doors we had. The installer, also, never mentioned that a steel door would impair the functionality of the system that was sold to us. We were both told by a sales rep. that we would be contacted by her supervisor, *******, within 24 – 48 hours to resolve the situation. The company did not respond until we filed our claim with the BBB.

 

In closing, we have no desire to negotiate alternatives. I entered into this agreement on the terms that the parts/service that were sold to me would operate in the manner that they were advertised by the salesman. Their alternative suggestion was to put motion sensors in the area of the back door. This alternative would only provide a portion of the monitoring service that was sold to me. We are ready to return the parts, cancel the service, and be refunded our money.

 

Again, thank you for your assistance in resolving this issue.

 

Sincerely,

 

***** ******

 

Business Response: We have spoke with the customer again and have canceled the account in good standing due to customer being unsatisfied with their system. We did offer to repair the problem however customer requested to cancel and will be returning their equipment to our office.

9/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got this alarm system with the thought of 3 years which I wanted to stop at 3 years called them & wrote said I no longer wanted. I completed the 3 years payment now they are saying that I have 5 years they can not produce anything but kept taking out of my acct so stopped now I am getting up to 8 calls a day say im owe which I do not here is a copy of agreement

Desired Settlement: Stop calling & shut the service down which I no longer have it hooked up

Business Response:

This complaint needs to be addressed with the Monitoring company *********** as we have nothing to do with this account, billing or monitoring. We are just the company the sold the account originally on 12/18/10 and we do not have any information regarding this account since that time. Our records reflect this customer did sign a 36 month contract however we do not know what has transpired between Ms. ******** and *********** since she originally signed the contract.

I am sorry we cannot help. Please contract *********** regarding this complaint.

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

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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

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

Sent copy of ama.sop via mail.

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

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

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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.


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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.)

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.

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.

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.

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.)

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.

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.

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.

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.

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.


Customer Review(s)

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Customer Reviews Summary

4 Customer Reviews on Maximum Security Alarm, Inc.
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