The equipment provided by B&D is defected and their ******** service is below satisfactory.
About 1 month after getting system in, the battery was defected and had to be changed. couple of months after that, (approximately June 2014) the image sensor started malfunctioning. December 22, 2014 and several times before that but can't remember the dates, alarm went off detecting motion and no one was inside and we had just pulled off about 2 minutes or less. I do not own any type of animals (inside or outside). Both Monitronic and B&D was called and informed. Every time i call monitronic they tell me i need to call B&D and vice versa. But i did at least speak with someone at Monitronics. However, It took 3 weeks(12/22/14 - 01/09/15) before someone came to look at the system and nothing replaced or recommended. This was done by Monitronic because they couldn't get a hold of B&D. From that month on, same problems occurred. Malfunctioning of the image system which make the alarm go off and Sheriff dept called as well as them disturbing my contacts. I cancelled a couple of calls made to Sheriff dept so i wouldn't get billed by the City for false alarm, as they sent me a letter back on June 8, 2014 stating such. Monitronics and myself contacted B&D with no success. They never returned my calls or response to what monitronic called a ticket they generate for B&D to come out or to at least call me. B&D did neither. I have not, as of today, 01/20/2015, of them coming out to check and/or replace the system. I am not interesting in them coming at this point, just end my contract and come get their equipment. January 14, 17, 18, 19, and 20th the alarm went off detecting motion from the image sensor and no one was moving as well as the system was set where if we did get up we can because the only alarm that was set, was the doors and windows. Therefore, the alarm went off for no reason waking us up from our sleep. I do not have the model number, account number, purchase date, nor any other information on me at this time but i wanted to complete this before another day pass. I tried contacting B&D yesterday, 19th of January and was left on hold by ***** for 7 minutes without anyone coming back to the phone or anyone else assisting me and i called back with no answer, this was the last draw and is what assist me in making the complaint, I AM DONE. The Supervising Rep that signed me up was ***** (unk last name right now), other Reps that i spoke with at Monitronic, located in Dallas Tx, their main company contact, were also identifying themselves as Supervisors but not giving last names just saying they were in Dallas TX and told me they were contacting B&D themselves are as followed: ******************************* (who was the first one that gave me his id #XXXXX) ************(who also gave me his id #XXXXX and stated he was the manager from the Retention Custody Loyalty Svc Dept) where he asked me to give them a chance to resolve the problem on the 9th, Friday of January), but he will then be able to credit me for the time the service was interrupted or not working properly, but as i mentioned earlier, nothing was done except monitronic sent a technician out that just looked at the system without replacing or recommending anything because they said B&D should be the one to replace the system. *******,from monitronic is the last person i spoke with at monitronic and credited me 1 month, this was on January 18, 2015. The only live person i spoke with at B&D is ****** on 01/15/15 around noon and she stated she will send a message to technical ******* scheduling to have them call me and as of today, no call. Everyone at monitronic stated that the system was malfunctioning and needed to be repaired or replaced but no one has taken the responsibility of having that done. As i have not even had the system a year yet. I am not getting the proper monitoring and do not feel that my home is protected fully because it's always a false alarm activation and we will not know when there's a real alarm. I AM VERY DISSATISFIED AND UNHAPPY.
I am seeking for B&D to come get their equipment and to end our contract without an early termination fee, to stop the automatic payment from my checking account and refund me my monthly payment for the last 2 months. If no refund is acceptable by B&D, that is fine, just come get their equipment and end our contract. I am no longer interesting in their equipment and lack of service. I AM VERY UNHAPPY AND DISSATISFIED. I am also seeking that they learn how to treat their customers with respect and to respond to their customers. Utmostly, To uphold their part of the contract for service.
********'s alarm system was serviced on February 10, 2015. ******** was then resurveyed (recorded converstation) regarding the system and the service she had received. ******** states she in happy with service and the system is working properly. ******** was granted 2 months credit to her account for downtime. ********'s account as of 4/22/2015 has been purchased by Monitronics, and therefore any future issues or questions should be directed to Monitronics directly, per clause in customers' contract regarding sale of contracts.