ComplaintsforCenCom.com, Inc.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  1. This business is charging my CC fraudulently without my authorization 2. This business is citing all sorts of terms and conditions to which I had not executed 3. This business is not allowing me to cancel my alarm monitoring subscription even though I have in good faith followed their instructions to cancel 4. This business is not honoring its own purchase agreement in writing 5. I have tried to resolve this with the business but they have not been reasonable even though they admit they have been in error

  Business response

  02/02/2024

  The consumer did in fact order alarm monitoring services and also leased an alarm transmitter from us.  Our accounting software failed to charge the consumer for several months of service due to an error of our software provider.  When we re-billed the customer for the missing month, he performed a chargeback on each month stating that he wanted to cancel months earlier.  Our contract speaks for itself in regards that the consumer MUST cancel services online at www.CancelMyAlarm.com, which he only did once he performed a chargeback. 

   

  The customer owes for several months of provided services and non-returned leased equipment.(We have complete alarm records showing it was in use.)

  The account has been transferred to our legal department and has been tendered over to an attorney to file suit in Alameda County this month.  If the consumer wishes to return our leased equipment and then make a settlement offer before they are served, we are open to a settlement.

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

  Alarm Services

  Customer response

  02/02/2024

   
  Complaint: ********
  
  I thank the business for making a prompt response to my complaint to BBB.

  A fair point is made that the leased equipment was in my possession. As requested by the company, I have returned the leased equipment to them and have received written confirmation from the company that they have inspected it and found it to be in good working order. Secondly, as directed by the company, I have canceled my service using their specified website and received written confirmation of cancelation effective 1/18/24. Thirdly, the company makes a fair statement in admitting that they had a mistake in their accounting for which I was not sent the monthly invoices according to their own terms and conditions. I have reached out to their accounting department and their legal department several times (last one being 1/31/24) wanting to settle my disputed bill but have not received any replies. According to their terms and conditions, the month to month service requires them to send me an invoice 30 days in advance which they did not. As indicated in the business's reply to you, it is because of an error on their part. From my communication with the business, it was explained to me that they placed me on a prepaid account instead of the month-to-month by a mistake on their part for which I have no responsibility. They effectively turned by monthly subscription into a long-term prepaid service where instead of billing me each month, they billed me for over 2.5 years at once. After hearing their side of the story, I have offered to pay them for 31 months of duration at the prepaid rate of $7.95 per month (see APPENDIX 9 of the letter I sent them showing this is their prepaid rate). So far I have not heard back from the business. I hope that they find this to be a reasonable settlement to resolve the billing dispute. By their own error that they admit, they have acted in a manner that sufficiently establishes my service as a prepaid account, and I am offering to pay for every month of service at this prepaid rate they advertise. 

  Sincerely,
  
  ***************

  Customer response

  03/13/2024

  Regarding the compliant I filed #********, I realized in retrospect I had provided quote a bit of personal information in that complaint. I would like the BBB to delete my complaint and the data so that my privacy can be protected.

  Thank you BBB for your wonderful service protecting consumers for so many decades!

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Had Service with the company for my home alarm. Service was fine. We upgraded our system and and no longer wanted to use them. I paid them annually and just let the time expire. When they tried to rebill. I attempted to cancel. This process is nearly impossible and extremely difficult. they send you an horrible website that is fraught with errors and askes questions that are difficult to answer as you have no way of knowing the answers for sure without contacting them for which no one answers. If you answer them incorrectly they state the will penalize with additional fees. If you are able to navigate the cancellation page, you then have to wait for them to contact you. They did eventually, but couldnt figure out how to close the account. they were seekign answeres from management. ***** hear back just repeated bills coming in for service, late fees etc for something I was not using. I call over 10 times leaving messages to be contacted. The only return call I received was from their collection department 3 months later. After discussion they wanted to charge for obsolete equipment they may me replace over a year ago. There was no charge at that time as it was obsolete, now interesting they want money for the equipment that did not come back plus a refurbish fee. Why didn't they seek this over a year ago? Terrible company, poor customer service. Just completely avoid and save your headache

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I prepaid an alarm monitoring contract 60 months ago (in 2018). After receiving poor service, in Feb 2023, I did not want to continue their alarm monitoring and did not renew. When the contact was prepaid in 2018, I was told by their agent (name withheld), that I would need to contact them again if we were to continue the monitoring service. NOT so - CenCom now says that they have automatically billed me until I cancel online. I said you cannot charge me for services that I did not sign up for/want, their response yes they can I called to resolve this concern, and stop invoicing me -- they hung up on me. I have called them back and left numerous voice mail messages, but they have not returned my calls. I have a real problem cancelling services that I did not sign up for, but if that stops them from harassing me -- I will do so..I will do as they ask and go online to terminate my account to stop their invoicing emails. They said if I do not CenCom (Alarm Monitoring Service. Com) would continue to bill me. I want CenCom to cancel all outstanding invoices for work they did not perform and cancel/not renew my services. CenCom (Alarm Monitoring Service.com) has performed deceptive business practices.

  Business response

  11/27/2023

  The consumer has never been told that the service agreement would automatically cancel at the end of the pre-paid term.  In fact, the opposite is what happens as the  service agreement has an evergreen clause that automatically extends the agreement on a month to month basis until such time the customer cancels ******************** online at www.CancelMyAlarm.com.  It would be unimaginable to simply turn off a life safety service at midnight of the last day of the month, leaving the consumer unprotected and without knowledge they have no protection.
  1. MONTH TO MONTH AGREEMENT TERM: This agreement shall be on a month to month basis with no minimum notice required for cancellation being provided by Subscriber to Contractor on line at ***************************************************; No other forms of cancellation shall be accepted, including cancellation by phone, email or fax.  Contractor shall process cancellation requests during regular business hours.  There shall be no pro-rating of monthly fees on cancelled accounts.
  
  6. AUTOMATIC SERVICE RENEWAL:  Upon completion of the initial pre-paid service term ordered by subscriber, billing for services for the upcoming month will automatically be charged and continue on the month to month plan at contractors the prevailing rate for said plan, which shall be a minimum of $19.95 per month plus any optional or 3rd party services. The Subscriber shall receive a copy of a sales receipt or invoice for renewal a minimum of 30 days prior to the intended renewal date sent to their provided email address.  At that time, subscriber may at their option request to pre-pay for reduced rates online at http:www.RenewMyAlarm.com or request immediate cancellation of services online at **********************************************************;
  
  20. SERVICE CANCELLATION: As this is a life safety service, Subscriber hereby agrees to a specific cancellation procedure that requires on line cancellation at *********************************************. No other forms of cancellation shall be accepted, including cancellation by phone, email or fax.  Contractor shall process cancellation requests during regular business hours.  There shall be no pro-rating of monthly fees on cancelled accounts. 
  

  The consumer has received our monthly billing each month since March of 2023 and has opened them to view.  Yet they have only just requested cancellation online at www.CancelMyAlarm.com on the 16th of November.  Their outstanding balance is currently $677.55 due to them not cancelling the services until the 16th of November.  Once this balance has been paid, cancellatio0n can be processed.

   

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

  Alarm Services

   

  Customer response

  12/16/2023

  ***************** said: The consumer has never been told that the service agreement would automatically cancel at the end of the pre-paid term.  Not true, I have the name of the alarm monitoring company sales rep - I spoke to in 2007, 2015, 2016, 2017 and 2018 that said we have to renew to continue alarm monitoring services.   The sales rep never mention the name CenCom.com.   They mentioned the name of the company I did business with. This is a scam for CenCom.com to accumulate revenue.

  ***************** said: It would be unimaginable to simply turn off a service at midnight. Not true, it is the way of American business.   You don't pay for the service, you are not *********** the service.  It is NOT what the American Digital sales rep told me when I signed up with American Digital monitoring.   I did NOT sign up for services with CenCom.com.  This is a scam to accumulate billing revenue by CenCom.com.
  
  At no time does ***************** say that he represents CenCom.com.  My 2018, my Alarm Monitoring contract was with American Digital.  
  
  ***************** says CenCom.com has business requirements paragraphs 1, 6 and 20 (referenced).  I never received any documentation from CenCom.com.  My alarm monitoring contract was with American Digital, and I did not have service when I did not pay the bill.
  
  ***************** is providing inaccurate information.   This is a scam to accumulate revenue.   ***************** keeps sending invoices until their accumulated bill is paid.  The bill now amounts to almost $700 for a few months of no alarm monitoring.   This is a scam to accumulate revenue.
  
  We NEVER received any information or documentation from CenCom.com only invoices for services that we NEVER contracted for.  I NEVER CONTRACTED for Alarm Monitoring Services with Cencom.com.
  I called CenCom.com on numerous occasions to stop sending me invoices.  CenCom.com said go online and cancel the service (that I did not sign up for.)   After numerous calls, in November 2023 they said Cencom.com will not cancel the alarm monitoring services until I pay all of their invoices   There bill keeps accumulating every month and Cencom.com no longer takes my calls.  This is a scam way to accumulate revenue.
  
  I signed up for alarm monitoring services in 2007 with www.alarm.com.   In 2015, in 2016, and 2017 I signed up for annual alarm monitoring services American Digital.  The sales rep said you have to renew every year or the service will be discontinued. (Sales rep name hidden).  Every year the service would cancel unless I signed for another year.   In 2018, we signed up for 60 months (five years) of alarm monitoring services with American Digital.  Their billing invoice read A.S. Services.   The sales rep said you have to sign up again after 60 months to continue service. (Sales rep name hidden)  *********** was so bad,we did not renew with American Digital.
  
  Conclusion:  I NEVER SIGNED A CONTRACT to do business with CenCom.com. I NEVER received CenCom.com business practice 1, 6, and 20, documentation.  They are harassing us, while telling us, we owe CenCom.com almost $700.  I did as they asked, went online, cancelled, and they replied NO, NOT UNTIL YOU PAY ALL YOUR CenCom.com.   This is a scam to accumulate billing revenue by CenCom.com.
  The attached shows a sample alarm certificate with the company I agreed to do business with.  Additional American Digital alarm certificates can be provided  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In August I called in to cancel my alarm monitoring service and was directed to a website. I completed the information requested by the website and was supposed to have been sent a code to complete the cancellation process. never received the code. Called today to cancel the service again because the charges were still hitting my credit card. They resent the code to my email and I received it. Completed the cancellation process and they refuse to refund the dollars. I switched alarm companies in august because Cencom was not capable of receiving a signal from our alarm and had not been for more than a year. Each time we called to cancel an alarm that they should have received they said that they didn't see any alarm to cancel. Didn't put the two together until we tested the alarm and they never responded. I am only asking for a refund of the October and November charges. A total of $67.90 (***** per month for two months).

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I do not want to renew my alarm monitoring contract. I tried to cancel using their complicated and cumbersome online process. I got repeated system errors. I repeatedly sent emails requesting cancellation, but they continued to say I can only cancel if I use their online service which as I stated did not work. I sent them emails showing the errors. They said they would continue to bill me until I cancel online and they have continued bill me. I would like them to cancel all outstanding invoices and cancel/not renew my service. When doing a quick search online it looks the BBB already is familiar with the Alarmmonitoringservices.com deceptive business practices. I also found the Washington State Attorney General has also ruled against them for the same issues I am having ( ***************************************************************************************************************************************** ). Your help in getting them to stop harassing me with invoices and threatening to continue to invoice me for a service I do not want would be greatly appreciated.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We approached this company for alarm monitoring service. For weeks we felt like we were getting the run around as the IT specialtist couldn't gain access to our panel (proof included). So we never had there service, never received a invoice, never received login information, never used there service at all as they were unable to gain access to our panel. We had our own equipment as our contract was up with and purchased through ADT. The day we asked them to cancel and return our funds is the day they called and said they could access our panel and can proceed. At this time it was too late and we had already made a decision to go with a different Alarm company. We didn't receive or order any equipment from this company so it should be simple for them to provide a refund. It has now been over 30 days since we requested a refund. We called and was forwarded to a voicemail and I left a voicemail for ***** a manager at this company. We are yet to be contacted.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying for a month to resolve an issue with this company. I had pre-purchased three years of alarm service for my residence in Brooklyn, **. When I sold my apartment, I asked the new owner to assume service or cancel if he no longer wanted service (this service was used to monitor the ************** in the condo building which has in a low water level). The new owner called and changed his contact information but apparently he did not fully assume ownership for the account. The account auto-renewed and the company is charging me $49.95 including $35 in fees, for a service I am not using and was not renewed, and the company will not let me close the account without paying them money. They are threatening to send me to collections, even though I have been calling for a month trying to speak with people, and not getting my voicemails returned. They have terrible service and it is almost impossible to find someone to speak with. All account cancellations have to have a 4 digit code which they won't give you if you owe any money. To be clear, I have not used this service since 2021, and I have been trying to close my account.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  During the renewal process the amount I agreed to was ***** per month for 24 months. During the renewal process the website presented me with several questions about optional services which I declined. In fact one of the services I was asked if I was sure and I again stated I was not interested in the additional services. Near the end of the renewal process, before I was finished with the transaction, a message came up that the renewal was being processed please wait (or something to that effect). Then the screen went blank and the connection to the website was lost. I am not sure what happened but being in the software industry myself, I just assumed there was a bug and my connection was redirected to a bad address.My expectation based on my filling out the web form and answering the questions about what I was looking for as far as services go was that I would be charged $***** for 12 months of monitoring The amount would have been $478.80. When I returned home I received an email from the company with an invoice in the amount of $716.80 which was a total shock to me since I declined all of the optional features that they were trying to sell me via their web form.I immediately started calling them to try and understand what they were charging me for. It was explained to me after several calls that there were additional fees for the following:Residential Optional Automatic *Opening / Closing Signal Fees - $5.00 per month for 24 months at $120.00.Add Total Connect Package to Cellular Services - $5.00 per month for 24 months at $120.00.As I mentioned above, I clearly stated that I did not want the optional services when I filled in the web form. I called many times and emailed many times to try and resolve the issue. I was repeatedly told by several people who either responded to my emails and phone calls that it would be resolved it is not.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased 2 5 year prepaid term alarm monitoring services from Cencom and its affiliate Alarm Monitoring Services, the most recent of which was set to expire on 5/1/2023. On 4/27/23 I cancelled their service as we were upgrading our alarm and it would now be monitored by another company (the one installing the new system). They decided not to honor my cancellation and put my cancellation on hold, so they've sent me invoices for alarm monitoring services for *** and June, even though I cancelled in April (and they are no longer providing any services to me). To make matters even more ridiculous, these invoices are at monthly rates over 4x higher than I had previously been paying. Apparently, once you sign up with them you're signing up for life as they believe they can decide not to honor your cancellation request and keep charging you forever and at rates far in excess of their normal fees.Also, they decided that I should pay them an "advance refurbishment fee" of $35 for a device used to hook up my alarm to their phone system, but (i) when they sent me the device over 10 years ago, they charged me $19 and there was no mention of any advance refurbishment fee or any other type of cancellation fee and (ii) the device is over 10 years old and is nowhere near worth the $35 they want to charge to refurbish the device (brand new and purchased from the manufacturer singly it cost $40 - purchased in bulk new I'm sure its worth significantly less). That all being said, I'm happy to return the device.All these ridiculous charges and invoices should be cancelled. I will upload their email confirming my cancellation request on 4/27/23 and my original invoice from December 2012, which had no mention of any refurbishment fee of any kind for this device. I will also upload my most recent 5 year invoice from them.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This alarm company continue to harass me for last 6 months about an account that I never had with them. They call me to pay $1500 for last 2 year's alarm service that I never had with them. I don't how they got hold of my phone #, my address and email address. I have told that over and over that I have an alarm service and I never used the service of this company, they continue with the fraud claim of $1500 and threaten to *** me to get the money which i DO NOT OWN THEM. This is a scam company.

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