Keep getting bills without detailed descriptions, cannot get detailed descriptions when asked.
My problem is that I keep getting billed but I don't know what the bills are for. I have called in on two separate occassions to get the detailed amounts and cannot.
The first time I called about this I was told someone would call me back and no one ever did.
Today I spoke with a ****, and all I tried to get was the total amount we were billed (we've only had service for 3 months) and the total amount we have paid. She could not provide that information without printing things out and calling us back.
She did call back, and then told me the total I had paid was about $400 and that we owed $63. Then she said "well I'm not sure about that, it could be $360." So I said "I've only had service 3 months how could it be that high?" She said "Install was $329, I think, well I'm not really sure." So I said "I don't understand why install was so high I should be paying for the smoke alarms monthly. Was I billed for the smoke alarms."
She said, "Well I really have no idea, that's between you and the sales rep....." I said, "Ok,... but I really need that info if you want me to keep paying bills, you keep sending me bills without an explanation of what they are for." So she says she's going to look into it and get back with me. I said it really shouldn't be that hard to tell me why and what I was billed, and she said "I'm sorry but it is, we might not be able to get back with you until tomorrow."
**** was reasonably polite and I believe tried to be helpful. That is not my problem. My problem is with the EPS systems. The fact that I am having to chase around bills to find out what they are for, and the fact that EPS' own staff doesn't have easy access to that info. I also have a problem that the online account system doesn't allow you to just sign up, you have to fill out a form and "request an account". I was told this takes 48 hours. This is 2013, customer's should be able to make an account and not have to wait around 48 hours to have someone manually approve it.
On top of that, I feel like I was overbilled, but I have no way of knowing without seeing the bill. I do know $400 is a lot when our house already had the system installed.
Finally, I also have a complaint about the installation itself. We did not have the basement finished, and we had two motion sensors taken off the wall for painting. The technician suggested (without us asking) that he come back and install those after the painting was done. He did not mention there would be an extra charge for this, and since he suggested it and didn't mention a charge we assumed it was included in the install. When we called in to get the two sensors installed, we were informed we'd have to pay to have him come back out, or sign up for a monthly service plan. Had we been informed of that we would have had him install the sensors and painted around them as we had originally planned.
Please get me a detailed bill including all charges to date and to have EPS fix any discrepancies.
I would like the two motion detectors the technician did not install on the original appointment installed free of charge.
Contact Name and Title: ***************, Director
Contact Phone: **************
Contact Email: *************************
I regret that Mr. ******* has received less than exceptional service from my staff. We are experiencing a bit of growing pain at the moment with several new employees that are still in training.
Here is a breakdown of the pricing to date:
* Agreement dated August 15, 2013 details the monitoring (recurring) charges of $81.00 per quarter
* Rider to Agreement shows EPS will install 3 smoke detectors and 1 water detector for $135.00 plus tax plus an additional $27.00 per quarter.
The following invoices have been sent to Mr. *******.
******* 9/24/13 $138.60 This is for the installation of the additional equipment
******* 9/24/13 $126.00 This is the first prorated invoice for monitoring service. Dates covered are 9/16/13 thru 12/31/13. Future
invoices will be for a calendar quarter.
***** 9/24/13 $-36.00 Credit for 1st month free
******* 12/1/13 $108.00 Service for 1/1/14 thru 3/31/14
Total Invoiced $ 336.60
8/23/13 $ 75.00
9/25/13 $ 90.00
11/18/13 $ 63.60
Total Paid $228.60
There is a remaining balance on the account of $108.00 that is due 12/31/13. This is an invoice that was just mailed out on 12/1/13.
In regards to the re-mounting of the 2 motion detectors we are happy to schedule a technician to come out and perform this work however, this would be a chargable service call. Had the original technician done the work the day he was there Mr. ******* would have been charged for the work also. This work is in addition to the reinstatement of the system and/or the addition of the 3 smoke and 1 water detectors. I am sorry Mr. ******* assumed that it would be at no charge however this is a chargeable call in addition to the monitor services he pays on a quarterly basis.
If Mr. ******* has any further questions on the issues above or an issue in the future he can always ask to speak to our Customer Service Supervisor, ************************ or myself. ***** can be contacted at *********************** and would be happy to assist him. I can be contacted at the same number and my extension is ***.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel I should have to pay to have a technician come back out since your technician was the one that did not install the detectors to begin with and suggested we do them later. If he declined to install them, he should have informed us there would be a charge to do them later.
He is the one that declined to install them during my free install, this was not my suggestion. You should do the right thing and correct his negligence. They could have easily been installed and painted around. By your logic he could have installed nothing during the free install and then we would have to pay for everything at a later date. He didn't do his job during the free install, this shouldn't be fixed at our cost.
If that is not possible we would like our service canceled at no charge to us. We no longer want to do business with a company that won't do the right thing.
Final Business Response
EPS will go ahead and re-install the two (2) motion detectors per your request at no charge. However, please understand that the "free install" you mentioned was to upgrade your panel and to tie in the motion sensors, not to reinstall them. You also selected not to have a service agreement on your account so any time a technician comes to your home there will be a service charge in the future.
Please contact one of our supervisors to schedule your appointment. They can be reached at ******************************.