Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On NUMEROUS occasions, shortly after we executed a three-year security monitoring contract with Alcom security, they ceased sending monthly paper invoices/statements of their own volition. On multiple occasions over the ensuing years, my wife and I (separately) instructed that Alcom provide monthly hard copy invoices which they would again issue for a short period of time before reverting to electronic invoices without our consent. Alcom sent our account to collections for non-payment despite not sending paper invoices. ******* and ***** (Alcom) employees stated their system indicates we requested electronic invoices, which is a fraudulent corporate record. They also stated that 1 text message was sent to my cell phone number in Feb. 2024 - but that is not an invoice, nor an agreed-upon invoicing method. We communicated our intent to cancel service in November 2023. Alcom continued to bill us, without sending invoices, to the tune of nearly $200. There are no records to upload because no invoices were mailed as requested. Upon a call today, they said the amount due and owing is $131.80, which has been paid to their preferred vendor. No service was provided in the months they've alleged they've invoiced us for. ******* personally reported that she spoke with my wife and made notes in the system that are counter to my wife's instructions and thus fraudulent business records re: preferred invoicing method.

  

  Business Response

  Date: 04/23/2024

  On April 17, 2024, ************************* called our office and requested to speak with someone regarding cancellation of service. He spoke with *********************** and ***************************. **************** has stated that he was not receiving our monthly invoices. The paper invoices were going to **************************************************************, the property we were monitoring. When we were informed, they were not receiving the invoices via mail ***** requested we email them to   ***************************************. We even sent a certified letter to let the ******'s know the account would be turned to collection if payment was not received. On the April 17th call, ****** said he received the certified letter, but never read it. When we still had not received payment for services December through April, the account was turned over to *************** of Collections. We have attached Podium conversations and a copy of the certified letter. *************** of Collections informed me ****** did pay them $131.80.  

  Customer Answer

  Date: 04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because the text message record provided by the business is outdated and patently inaccurate. After the referenced Nov. 2020 directive by us to send invoices via email, we instructed the business (on multiple occasions) to provide invoices/notices via US Mail due to repeated failed receipt of electronic invoices. I cannot state with any certainty whether the invoices were not sent, though it would seem such was the case as the provider was "white-hatted" within the Gmail platform. Notably, the records provide by the business are incomplete and thus, at best, a lie by omission. I am unsurprised by the dishonorable conduct, as it only fits their pattern of repeatedly failing to provide quality customer service.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/25/2024

  Please see our response attached. It contained too many characters for this submission.

  Thank you,

  Alcom Security Systems, LLC

  Customer Answer

  Date: 04/26/2024

  
  Complaint: ********
  
  Alcom continues to misrepresent their documentation and the facts at hand. The record provided was my direction to provide outstanding invoices via email (Alcom noted as all open invoices), not to forego sending paper invoices. Those invoices were outstanding due to Alcoms failure to mail paper invoices. Moreover, the companys continued reference to the certified letter, which is not at issue, is purely re *******. They have asserted that I did not read the letter they allege I signed for. However, I never signed for. Their own records will show their blatant misrepresentation. My wife signed for the letter, not me. The company can pride itself all it wants on its supposed outstanding customer service but the bottom line is it has a problem with the truth, illustrated most recently by their mischaracterization of the facts of the certified letter, and seeks to have me prove a negative which is impossible in any universe. No further response is needed from Alcom; it wont be based in objective truth anyway. Absent their admission that they repeatedly failed to provide invoices as requested/directed by the customer then chose to invoke dismissive and snarky attitudes, emblematic of what is known in modern culture as being a *****, because they couldnt be bothered to simply admit a shortcoming (and not some backhanded Im sorry you feel that way non-apology), this matter will never be resolved to the customers satisfaction. Frankly, their continued billing problems with my account is one of the main reasons we intended to cancel the monitoring. Deflect as they may try to their referral of our account to collections, resultant entirely from Alcons fairly to properly invoice us, our credit score exceeds 800; this is emblematic of bill payment not being my problem.
  
  Sincerely,
  
  *************************