ComplaintsforFox Brothers Alarm Services, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fox Brother were aware that the 3G network that was used to monitor the alarm systems were shutting down. The systems needed to be replaced with the  5G systems. Fox Brother continued to charge their monthly fees when they knew the 3G network expired. They were unable to monitor the alarm systems without the new 5G system installed. Fox Brothers illegally continued to take their monthly fees when they had no contact with the alarm systems and didn't not notify the customers appropriately. They did not hold up their end of the contracts.

  Business response

  04/18/2023

  April 18, 2023 
  When Fox Brothers took over this customer's existing alarm system in 2013, Central Station Monitoring and Services Agreement which he signed indicates that he declined to have daily communicator test monitoring. If he had this service, our monitoring station would have notified us in their Fail to Test Report that we were not communicating with this customer's alarm system, and we would have called him. 
  Our Central Station Monitoring and Services Agreement also states that it is the customer's responsibility to test the system weekly. He also was receiving a Call List Verification Report twice a year which has a note to customers recommending they test their alarm systems monthly. 
  For almost 2 years, Fox Brothers has been sending letters, emails, reminder stickers on bills and call list verifications regarding the necessary radio upgrade due to **** and ******* retiring their 3G networks. 
  Attached is a copy of the email we received on 3/16/23 from this customer in which he states that he did receive a letter from Fox Brothers last year and spoke to one of our employees, but was not willing to pay for the upgrade at that time. However, he was made aware that his ******* radio would not work after December 31, 2022. 
  When he called our office last month, he was offered a FREE radio upgrade, and an appointment was scheduled. He later called to cancel the appointment, and we received his March 16th email cancelling service and requesting a refund. On March 17, 2023, Fox Brothers replied to this customer's email and refunded $108.00 to his credit card for his January and February payments. 

  Business response

  04/28/2023

  
  June 2023 

  While it is true that the Complainant would not have received any bills in the mail since he was on automatic payment, all of our customers who needed a radio upgrade were mailed a letter informing them of the sunset dates for **** and *******. The Complainant acknowledges that he received a letter early last year, but that he was not willing to upgrade at that time. He had called our office and spoke to a member of our staff about the upgrade. When he was told that the cost would be $200, he was not willing to pay for the upgrade at that time. However, he was made aware of the fact that his ******* radio would not work after December 31, 2022. 
  

  We have since discovered that several radios continued to work long after the sunset. Additionally, our cellular providers never notified us when accounts expired and continued billing us. 
  

  It would have been impossible for our clerical office staff to continuously call the hundreds of customers requiring an upgrade. Last year our clerical office staff of 3 people was kept very busy scheduling numerous radio upgrades every week in addition to the normal workload. It was made even more difficult as some appointments were cancelled and had to be rescheduled due to either one of our technicians or the customer contracting Covid. 
  

  Whenever possible we sent reminder emails, and we also placed reminder stickers on outgoing correspondence, bills and call list verification forms (which the Complainant was sent twice a year, but never returned). Whenever a customer called our office for any reason, we made sure to look at their account information to see if they needed a radio upgrade, and we brought it to their attention. 
  

  When the Complainant called our office in March of this year, he was offered a FREE radio upgrade, and an appointment was scheduled. However, he later called to cancel the appointment and sent an email on 3-16-23 canceling service and requesting a refund. On 3- 17-23, Fox Brothers refunded $108.00 to his credit card, which was the total amount he had paid for January and February service. The Complainant acknowledges receiving this refund. 
  
  

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because:  Fox Brother's is no being totally honest in their response.

  Fox Brother's were well aware of the system going down and only made one attempt prior to the system shutting down and continuously billed for their monitoring service when it was inactive.  They state that they provided warning on their bills monthly, this is a total lie since it is an auto pay account and no statements are mailed monthly.  They also state they they send numerous letters, again a false statement.  One letter was send early last year, and yes, I was not willing to upgrade at that time.  I was informed they will contact me again before the system was shut down.  No such communication was done.  I received a second letter in late March, two months after the system was shut down.  So, they clearly were aware that my system was not functioning properly regardless of the testing protocols. Fact of the matter is they were charging for services they knew they were not providing.  Yes, they did give me a $108 credit since this complaint was filed, which was rightfully owed to me.  The purpose of this complaint is to make others aware of their fraudulent activity and make sure their system are working properly.

  Thank You
  
  Regards,
  
  *************************

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