ComplaintsforMountain Alarm

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During the month of March 2021, I contacted Linked Interactive to cancel my alarm monitoring service because I was moving. On March 4, 2021 *************************** emailed a document stating "*************************** voided Link Interactive Alarm Monitoring Agreement-*********************. I assumed that my request to terminate the monitoring had been honored. In my review of my credit card statement I discovered that the $18.00 had continued to be charged. I have moved twice since the time that this company supposedly monitored my security system so not only did this company fail to stop charging my card but they are charging me for a service that they are not performing. In December 2023, I contacted the company and was sent a link to stop the service but they deactivated the link. I need assistance in obtaining a refund for services not rendered and your assistance in terminating the agreement.

  

  Business response

  12/14/2023

  Hello ******,
  
  We appreciate you reaching out to finalize your cancelation.We take account ********************** and the closing thereof very seriously and will not do so without written permission or a signature on a cancelation document. These documents have been sent to you on the occasions you mentioned but have not been signed and returned to us.  We are able to use this written request in place of that signature and have scheduled your account to cancel today. Per our last conversation you were going to pay December 2023 as well,However I have taken care of that for you and nothing is owed.  Do let us know if you have any questions. 
  
  Best,
  Link Interactive. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May 2023 I had my home phone disconnected because I didnt use it because I used my cell phone all the time. I did not realize that by doing this I would disconnect my home security system because it was tied to my home phone. I then received a bill from the security system (mountain Alarm-Linek Interactive-copperstate) which is due each quarter. I paid the total bill because of my mistake, I also contacted the security system and spoke to a person and explain the situation. She told me that she would have her manager contact me which she did. Her name is tracy i again explained to her what I did and she told me that she would send me paperwork to renew my contract and have someone come to the house . She also stated that she would credit me $40.00 and that I was to disguard the bill. Three months later I still have not heard back from the security system. I then got another Bill in the mail I called again and spoke to Tracy and she said she would send me paperwork again and have someone call to come to the house. Once again three months later I still have not heard anything from the security system. I then called tracy again and left a message that i did not want anyone to come to my house since I never received any paper work to renew my account. I told her to cancel everything on August 28/29 that I did not want there service. I received a phone call then from Dessirae Mcdonald asking me when I was going to pay my bill I explained to her that I spoke with tracy and explained that I know longer wanted there service she said she will talk to Tracy which she did and got back to me on on Oct 23, 2023 stating that I only had to send her an email stating that I did not want there service. On Oct 23, I sent them an email stating that i did not have service for month . since then I have gotten two bills stating this is my 2nd notice. I sent Dessirae McDonald another email stating that I received another bill she sent me one back stating that Cancellation will be finalized upon the receipt of the final payment of $40.00 for the months of Sept and Oct. I again sent her an email stating that I did not have service for months that I tried to call and cancel my services and still they are requesting payment. I am at wits end with this matter that I have called sent emails and now they are telling me I have to pay $40.00 for a service that I have not had for months. Could you please help with this matter? Thank You

  

  Business response

  12/04/2023

  Shirley, we apologize for the confusion and frustration you've experienced while trying to cancel your account.  Both open invoices have been credited off and your account is now closed.  Thank you.

  Customer response

  12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *** ********, Inc Contract was signed with BSafe Security on June 10, 2013 with auto renewal indefinitely. Written notice was given to cancel. Discussions back and forth that we still have to pay the remainder of the year, we disputed that that was legal. More emails than nothing. Than I receive a new invoice from Mountain Alarm for 2 years worth of monitoring, we have not received any service and everything has been disconnected. I called to find out what that was about, we do not have a contract nor ever called to discuss. Shantel M******* sent me the buyout letter on September 15, 2023 and check was written on October 2nd and cashed. I also received a Demand letter from PYE BARKER Fire Safety and spoke to Stephaine on August 14, 2023, she was suppose to send a cancellation letter and never did. I am not sure how many names they go by. Now I am in collections with Cedars Business Services for a full 2 years.

  

  Business response

  11/29/2023

  ********, we apologize for the confusion.  This was an error on our part.  We have removed you from a Collections status. 

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I need a letter from their collection agency, Cedars Business Services, stating that this was a mistake and was not put on *** ******** credit report or that it was removed. 
  
  Sincerely,
  
  ******** ********

  

  Business response

  12/01/2023

  We've requested a letter of confirmation from Cedar.  We will forward that onto you as soon as we receive it.  Thank you for your patience and understanding.

  Customer response

  12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I reserve the right to re-open the case if it shows up on our credit report or BBB file and would seek payment for fees associated with getting the reports.  Letter only states that the file is closed not how it will affect the company.
  
  Sincerely,
  
  ******** ********

  *** ********* ***

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 6th my wife and I ordered $1,500 of new security equipment from Link Interactive. We were not asked if we wanted the delivery to require a signature but we assumed that such an expensive box of electronic equipment would not be left outside to be stolen or damaged. The package was delivered when we were out of town. Since Link Interactive had not asked for a signature to be required the box was left outside in the rain. The box was completely drenched all the way through. Every box inside was drenched and all of the electronic equipment inside the boxes was drenched. Instead of replacing the items Link Interactive wants us to troubleshoot there equipment for them. They are refusing to replace these defective items despite being told they were all drenched in water.

  

  Business response

  11/16/2023

  Thank-you for sending us the additional information for this package that was needed for the replacement. This is on its way to you with signature required.  Once you receive them we are happy to help you with the DIY installation over phone email or text messaging.  We appreciate your feedback and assistance with this matter please let us know if you have any questions on your installation. 

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: Link Interactive did send us replacement components for everything that was damaged however, they submitted a claim to UPS for the damage to the box.  It is our understanding that the box was left without a signature because Link Interactive failed to require a signature prior to delivery.  The box was left because UPS was not given direction to require a signature.  UPS is now contacting us via email and phone to try to process a claim we did not submit?  Why is Link Interactive submitting a claim on our behalf?  Link Interactive paid for delivery and is a party to the complaint, if they have a complaint they can submit that claim themselves.  Why are they submitting a claim on our behalf?
  
  Sincerely,
  
  ******* ****

  

  Business response

  11/20/2023

  The claim to UPS is on our behalf not yours. We’re not sure why UPS is reaching out, and requested they reach out to us for any additional information. The reason we file claims is because we are losing money through that damaged equipment as well. We were unaware of a gate that would stop UPS from delivering to your front porch, generally when a gate is present, they will mark the address as inaccessible. Again, we apologize for the inconvenience this caused you.

  Customer response

  11/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me based on the description of their claim.  As explained to Link Interactive, it would not have mattered what UPS did if  a signature was required.  The box should not have been left without a signature.  Please understand this, a signature must be required when leaving $1500 worth of electronics anywhere.  Theft is on the rise and is already bad.  If Link Interactive had required a signature be recieved prior to drop off we would have come home and discovered a pink card stating we had a box to pick up at the office.  This is not new nor is it complex to understand.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into an agreement with this alarm company over 36 months ago, our agreement was to be 36 month long now its 40 months later and they want me to sign a Request to cancel Monitoring service and pay a agreement buyout of $30.99 , this does not seem legal, please help me resolve this , and I did start the request over 30 day ago, they just recently sent this termination agreement, any help greatly appreciated .

  

  Business response

  06/26/2023

  I hope this message finds you well today. As we previously discussed regarding your cancellation request on June 10th, I wanted to remind you that our policy requires a 30-day notice for cancellation to ensure that there are no shortages in service. Although we offered to waive this policy for you, you declined the offer.
  
  However, I am pleased to inform you that we have decided to waive the charge anyway for your convenience. I apologize for any inconvenience this may have caused and we want to ensure that our customers are satisfied with our services despite any changes or cancellations.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  According to my records, I've been billed by link interactive (Mountain FPS/4TE alarm services) for a number of years. I contacted customer ********************** since I don't use their alarm monitoring service and they informed me that I had contacted them in Feb. 2020 to cancel the service. They also stated that I needed to DocuSign a cancellation request form in order to finalize the cancellation. I do not remember being aware of this requirement and I have checked my records and received no email instructing me to do so. They continued to bill me for years while I was not using the service, continuing to change the name of the billing organization. Not only did they not cancel the service, but they raised the rate being charged to my credit card from ***** in 2019, to ***** in 2020, and ***** in 2021. I contacted them again to cancel and, again, have not received the DocuSign form they state is required to cancel. I am requesting a refund for the full amount billed after Feb, 2020, or date on record to request cancellation. As of this date, they continue to bill me every month.

  

  Business response

  04/28/2023

  We appreciate you reaching out about your account cancelation and have received your signed document that was sent after our conversation with you yesterday. Thank-you for watching for that and getting it back to us.  We have reviewed your cancellation claim form Feb 2021, and do see the sent document, reminders to sign and additional notices that were sent from us to the same email used yesterday.  We take security very seriously and never want to cancel service without a signature as it leaves properties unprotected if closed before the owner is ready.  The cancelation is being processed now that we have everything signed. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a security alarm contract when we bought the house in 2007 with a company called Security plus. The contract states in the first paragraph that is only between us, the subscriber, and Security plus. Also in the last paragraph (15), it reiterates that, the entire agreement is between us and the dealer written in the contract. Years later, the services got transferred to Bsafe. They never had us sign a contract with them. We had paid yearly for 14 years then in January 2021, when we’d received the new bill for the year - we called and emailed several times that we no longer needed their services and we wanted to cancel the account. However, they refuse to cancel our account and they keep billing us for services we had canceled. They keep telling us that there is a 3 year auto renewal, however we never signed a contract with Bsafe.

  

  Business response

  07/19/2022

  Mr. ******,
  
  Our credit manager has reviewed your account and found that there was indeed an erroneous charge of $678.64 for your final invoice.  The correct amount owed is $346.51, which has been fixed on your account and a refund will be issued to your mailing address on file.   In reference to the contract, please refer to these below sections in your agreement, which allows the agreement to be assignable –
  
  Paragraph 1: The renewal terms are for successive 3 year periods and they are required to provide Security Plus (assigned to B Safe) 90 days written notice. In other words, they were required to send written request not to renew on or before 10/31/2019. We received their written request on 1/6/2021. The customer was advised that they were in the middle of their contract term, which end on 1/31/2022 and would be responsible for that remaining time in order to cancel.
  
  Paragraph 12: references assignment rights, as was pointed out to the customer at the time of cancellation.
  
  Should you have any additional questions, please feel free to reach out to us to discuss.
  

  Customer response

  07/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for reviewing the error and I’ll be waiting for for my refund. 
  
  Sincerely,
  ****** ***********
  

• Initial Complaint

  06/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We used alarm.com for years. Last July, my husband called to cancel our account as someone is home at all times. We disconnected the account and didn't think again about it. In April, I was shocked to receive a bill for Feb and March in the mail. I called them & left a message (their message said no one answered due to covid-19). then on 4/23, not receiving a call back, send this e-mail: "Hello, In reference to account #*******, my husband called in July to cancel the service. We do not us the alarm and it is disconnected. We just received a bill out of the blue for Feb and March! Please advise." I received no reply. I then received the same bill again in May and called 3x. A company representative did call my husband on May 10th and we spoke to her at length explaining we had not used the service since July. she said they would cancel it. Imagine our surprise to receive a collection notice-Bonnevile Collection! To protect our credit we will pay but protest strongly!Please help!

  

  Business response

  06/23/2021

  In July 2020, we received a call from you indicating a job loss because of Covid19.  At that time, we credited your account for 3 free months of monitoring and suspended the monitoring (At no charge) for an additional 3 months to allow time to get back on your feet.  During the conversation, there was no mention that the account needed to be cancelled permanently.   Our representative Amber, sent an email to confirm the suspension and the resuming of services on November 1st, 2020.  The email stated

  “Hello ******,
  
  I tried to give you a call but there was something up with the phone. I
  wanted to follow up with your email to Deanna. I did get permission to
  credit off what you owe. We can suspend you for up to 3 months is that
  something you would like to do now? We just need to get some paperwork
  going to get your account taken care of so please let me know as soon as
  possible.
  
  Thank you!"

  We have no record of any additional contact from you and no request to permanently cancel your account.  Our collections representative Deanna has also tried to reach you for non-payment since March 2021, but has not been able to reach to you.  As a courtesy, we will write-off the balance owing with Bonneville Collections, this is in addition to the afore mentioned credits already issued to your account.

  

  Business response

  06/28/2021

  Our records do indicate we have tried to reach you several times to resolve this matter.  These records provide data and evidence to warrant our collections claim.  Our integrity is of utmost importance to us and any contrary claim is inaccurate.  We value the relationship and reputations our customer have of us and thus have requested a check be cut and sent to you in the amount of $165.08.  Any adverse credit actions would be dealt with the collections company directly, as we do not directly report to any collections agencies. 

  Customer response

  06/30/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being hounded by Mountain Alarm to pay for services I am not receiving. I have been billed for 2 quarters of "alarm monitoring" that I never contracted with Mountain Alarm. More importantly, I do not have an alarm at my location. I had never heard of this company until my first surprise late notice demanding payment. They provide no explanation for their nefarious actions. Apparently, they purchased my name and address from an 11 year old customer list they acquired recently. General Manager, Kirk B*******, and various members of his staff are inept. Mountain Alarm is in the fraud business and I will not give into their attempts at fraud. I am spreading the word. I cannot upload any supporting documents as there are NONE! No contract, just email chains and random phone calls demanding payment for services not provided nor contracted. Next stop...litigation.

  

  Business response

  06/07/2021

  **** - We acquired your account in November of 2020 from CEI Security, which subsequently acquired your account from Trinity Alarm in 2019.  We legally and lawfully purchased your account and in no way wish for you to believe our company is 'scamming' you.  We apologize for any frustration you may feel from these acquisitions and have tried on several occasions to help assist you.  Based on your emails, we have processed your cancelation with Mountain Alarm and have credited any remaining balances owed. 

*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. ↩