My story begins on 2 April 2001. I too, was approached by a salesman lying...I mean talking about this "great" alarm company. He boasted the best customer service, and the best security. Well, like a total sap, I believed him. The next day, a few technicians came out to install the "high-tech" system.
Approximately two weeks later, one of the sensors fell off of one of the windows. I was not home, so my dog got a hold of it and destroyed the sensor. I called Alarm One to report the problem and was helped by a very rude and surly representative. She eventually agreed to have some technicians report to my home to replace the sensor. Finally two weeks later, I heard from a technician. I called back to the customer service department to explain that I was without service for a month because of this sensor. She told me, and I quote that "because I was in a contract, there is nothing that I can do." I replied with, "basically, I am screwed." She said, "yes." I then asked to speak with a supervisor, at this point, I am yelling at her. Knowing when to shut up and try to make the situation right, she does waive the monthly service charge.
Now, on to the technician...he said that he would be at my home on a Monday evening around 5:00pm. He explained that he could be up to an hour late in some cases. He never showed up. I called into the company saying that this guy never made it to my home and I ended up waiting at my home the whole evening for him. He called me the next day to schedule an appointment. He did apologize about missing the previous appointment and that he would waive the $25 service fee for the no-show. I said to myself, "okay, at least he is trying to make the situation right."
Come to find out, Alarm One stole the $25 electronically from my account. I thought to myself that I could call the supervisor and she would pay the $25 back to me. She said, that is just too bad. The technician does not have the authority to waive the $25 service charge. I reminded her that he didn't even show up the first night. I asked her what she was going to do to make this right? She said that she already did all that she was going to do and said good by.
Approximately May of 2003, I had some problems with my checking account and missed a payment to them. I didn't even realize that I had missed it. In the two previous years, I have never missed a payment to them. A collections person contacted me to make arrangements. I told him that I was unaware of the situation, and asked if I could consult my bank to find out what may have happened. He agreed and we arranged to talk the next day. Approximately two hours later, a very rude man called my home demanding a payment. I told him that I had already made arrangements with one of his associates. He said that was not good enough. I told him that he was harassing me.
He said, and I again quote, "I will call you as many times as I want, and if you aren't careful, I will throw your account straight into collections!" Turns out, this jerk was the supervisor of the collections department! I eventually told him what he could do with his threats and himself. I then contacted him the next day after consulting my bank, It turns out that my wife's work had bounced a check to her throwing our account into turmoil. I made arrangements with him to collect the $50.
Approximately two weeks later, one of the sensors fell off of one of the windows. I was not home, so my dog got a hold of it and destroyed the sensor. I called Alarm One to report the problem and was helped by a very rude and surly representative. She eventually agreed to have some technicians report to my home to replace the sensor. Finally two weeks later, I heard from a technician. I called back to the customer service department to explain that I was without service for a month because of this sensor. She told me, and I quote that "because I was in a contract, there is nothing that I can do." I replied with, "basically, I am screwed." She said, "yes." I then asked to speak with a supervisor, at this point, I am yelling at her. Knowing when to shut up and try to make the situation right, she does waive the monthly service charge.
Now, on to the technician...he said that he would be at my home on a Monday evening around 5:00pm. He explained that he could be up to an hour late in some cases. He never showed up. I called into the company saying that this guy never made it to my home and I ended up waiting at my home the whole evening for him. He called me the next day to schedule an appointment. He did apologize about missing the previous appointment and that he would waive the $25 service fee for the no-show. I said to myself, "okay, at least he is trying to make the situation right."
Come to find out, Alarm One stole the $25 electronically from my account. I thought to myself that I could call the supervisor and she would pay the $25 back to me. She said, that is just too bad. The technician does not have the authority to waive the $25 service charge. I reminded her that he didn't even show up the first night. I asked her what she was going to do to make this right? She said that she already did all that she was going to do and said good by.
Approximately May of 2003, I had some problems with my checking account and missed a payment to them. I didn't even realize that I had missed it. In the two previous years, I have never missed a payment to them. A collections person contacted me to make arrangements. I told him that I was unaware of the situation, and asked if I could consult my bank to find out what may have happened. He agreed and we arranged to talk the next day. Approximately two hours later, a very rude man called my home demanding a payment. I told him that I had already made arrangements with one of his associates. He said that was not good enough. I told him that he was harassing me.
He said, and I again quote, "I will call you as many times as I want, and if you aren't careful, I will throw your account straight into collections!" Turns out, this jerk was the supervisor of the collections department! I eventually told him what he could do with his threats and himself. I then contacted him the next day after consulting my bank, It turns out that my wife's work had bounced a check to her throwing our account into turmoil. I made arrangements with him to collect the $50.
I then asked to talk to his supervisor. He asked why. I told him that I thought it was highly unethical for him to threaten me and talk to me in the manner that he did. He agreed to waive any incurred charges for treating me and speaking to me in that manner. I was not happy with that, and still wished to speak to a higher up. He said that he was at the top of the chain. He didn't have a supervisor? "Okay, let me speak to the owner," I said. He said, "Alarm One does not have an owner, it has a board of directors." I asked, "let me speak to the Chairman of the Board?" He replied, "there is no way to get a hold of the board." Finally, after that mindless conversation, I gave up and just decided to wait out my contract.
Finally, we are free of Alarm One...so I thought. My wife called Alarm One approximately during the month of January. She wanted to cancel the service for April 2004. The representative told her that we could not cancel the service until the month of expiration. I called in April 2004 to cancel the service. The representative told me that I would have to fax or send the cancellation via mail. Not once did he say that there was a time limit. In fact, he said there was no rush, the representatives would get the letter in a couple of days and give me a call to let me know that they received it.
I had some things go on, so I got the letter to them around the end of April. I thought, at least I would not get the thing turned off during the final month I had already paid for. About two weeks later (today), I notice that Alarm One had withdrew the monthly charge. My wife called into Alarm One to find out what happened. He said that "we failed to inform Alarm One 30 days in advance, so we were automatically renewed for 12 months." Sure enough, it is in the contract. Ironically, the individual that my wife spoke with was the same guy that I spoke with who told me "no hurry," Paul. In fact, I think that is what I am going to refer to him as from now on, "No Hurry Paul."
I understand that I did sign a contract, so I have to deal with another year of this crappy service. What they do is conniving and dishonest, but it is all legal. I mean, to think that someone can actually assume that you want to extend their service for a year by simply letting the account expire is pretty dishonest, but they put it in a contract. I knew they would pull some kind of dishonest thing in their contract, so I looked at the back of the contract where all of the fine print is. Little did I know that it was right in front where you don't expect it. I will, however, get my money's worth.
I think that I am even going to teach this company a thing or two about customer service in the most extreme way. I really feel sorry for whatever representative answers my calls. At 6'3", 250 lbs, and a voice to match, I can be a pretty intimidating force to deal with. I will pose this question to Alarm One. Are you sure that you want to extend this contract? I hope so. By the time it is all said and done, Alarm One will know me on a first name basis.
Finally, we are free of Alarm One...so I thought. My wife called Alarm One approximately during the month of January. She wanted to cancel the service for April 2004. The representative told her that we could not cancel the service until the month of expiration. I called in April 2004 to cancel the service. The representative told me that I would have to fax or send the cancellation via mail. Not once did he say that there was a time limit. In fact, he said there was no rush, the representatives would get the letter in a couple of days and give me a call to let me know that they received it.
I had some things go on, so I got the letter to them around the end of April. I thought, at least I would not get the thing turned off during the final month I had already paid for. About two weeks later (today), I notice that Alarm One had withdrew the monthly charge. My wife called into Alarm One to find out what happened. He said that "we failed to inform Alarm One 30 days in advance, so we were automatically renewed for 12 months." Sure enough, it is in the contract. Ironically, the individual that my wife spoke with was the same guy that I spoke with who told me "no hurry," Paul. In fact, I think that is what I am going to refer to him as from now on, "No Hurry Paul."
I understand that I did sign a contract, so I have to deal with another year of this crappy service. What they do is conniving and dishonest, but it is all legal. I mean, to think that someone can actually assume that you want to extend their service for a year by simply letting the account expire is pretty dishonest, but they put it in a contract. I knew they would pull some kind of dishonest thing in their contract, so I looked at the back of the contract where all of the fine print is. Little did I know that it was right in front where you don't expect it. I will, however, get my money's worth.
I think that I am even going to teach this company a thing or two about customer service in the most extreme way. I really feel sorry for whatever representative answers my calls. At 6'3", 250 lbs, and a voice to match, I can be a pretty intimidating force to deal with. I will pose this question to Alarm One. Are you sure that you want to extend this contract? I hope so. By the time it is all said and done, Alarm One will know me on a first name basis.
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