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Consumer Complaints

BBB Accredited Business since 10/02/2008

Fire Protection Service Corporation (Headquarters)

Phone: (801) 399-1333

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
03/11/2013Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Improper or inferior service

Complaint: Failed to monitor alarm system fro 1 to 10 years and continued to bill us.
Mountain Alarm took our premiums but did not monitor our system.

Mountain Alarm, based in Colorado and Utah had been monitoring our burglar alarm system for the past 26 years. We faithfully paid our quarterly charges assuming they were monitoring system.
In January of 2013 we discovered and Mountain Alarm (*** *****) admitted, they had not been monitoring our system for at least a year and possibly since the advent of the 10 digit local telephone system. Admittedly, we should have tested the system but Mountain Alarm knew our dated system was one in which could not be monitored on their new equipment. They never notified us but kept on billing for their monitoring services. After we notified them, *** *****, a sales associate with Mountain Alarm came out to the home and pitched a new system. The quote he gave us was not only higher than a competitor with the exact same equipment but included less features. Mountain Alarm, never offered nor when asked, to refund us ANY monies for charging us for a service they had not performed.
Clearly, Mountain Alarm was not going to take any ownership of their wrong doing and continuing on with their questionable practices.
I strongly urge you question why you would want to do business with this company.

Business' Initial Response
We apologized to ****** for any wrong doing on our part and let him know that we would use this as a learning tool for our employees so that something like this will not happen again in the future. We offered ****** a refund in the amount of $468.00 for 1.5 years of alarm monitoring and offered to upgrade his system at no cost. ****** kindly accepted the refund which we mailed to him on 3/8/13. ****** said he had already contracted with another alarm company so he would not need the upgrade. We were very sorry to lose ****** as a long time customer and we let him know that.

Consumer's Final Response
On March 1, 2013, Mr. ** *******, the Denver metro area manager for Mountain Alarm, contacted me by phone. We discussed my complaint and he was very apologetic. He admitted that his company did not handle our non-monitoring situation properly and indicated he would use this as a learning tool for his employees. He offered to install a new alarm system at no cost and to refund us 1.5 years worth of monitoring premiums. I had already contacted and contracted with another alarm company but he still offered the refund which I kindly accepted. He was sorry to lose a 26 year customer. This issue would have never been resolved had I not filed a complaint with the BBB.
Still, they responded quickly and the issue is now resolved.

Industry Comparison| Chart

Burglar Alarm Systems - Dealers, Monitoring & Service, Fire & Smoke Alarm Systems


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