Complaints

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 12th I cancelled the monitoring service with the company by sending an email to one of its employees - BFRamos@summitfiresecurity.com.I received confirmation from another employee - *************************************************************** that the service was cancelled and that they owed me $123.06:Here is a copy of the email:______________________________________________________Michelle ********* [**-FTMYRS] <***************************************************************>Aug 25, 2022, 3:43 PM to ******, me, ************************************* has been cancelled and ****** will send in a request for any over payment made.Looks like $123.06 will be refunded.Have a great day.Michlle _______________________________________I will upload a copy.But I have not received the refund. I have also contacted their coporate office at ************ several times. When you call this number all you get is a voice mail indicating that someone will return the call. No one has returned my calls.And now when I try to contact the local office I get sent to a voice mail where I leave a message but no one has contacted me.All I want is my refund.Thanks,***********************************

  Business response

  11/10/2022

  Hello, first we would like to apologize for the delay regarding your refund as this was handled in an untimely manner that we as a company do not promote with our staff. The assigned Accounts Receivable Specialist to the branch in which you did business with should have handled the request at the time of cancellation, but it was not completed and the employee at the time has left the company since. On November 7^th, 2022, the Accounts Receivable Supervisor & Accounts Receivable Manager received notice of this issue & quickly acted to expedite the refund. The same day as they received the issue, they found the original credit card transaction & processed a refund back to the original card, in which a copy of the refund receipt was emailed to the customer at the time of the refund. On November 8^th, 2022, an attempt to call the customer was made with no answer, so a lengthy voicemail was left regarding this matter & providing verbal update regarding the refund being processed on November 7^th, 2022. We once again apologize for the inconvenience of waiting so long for the refund and the lack of reply based on the feedback provided. We will be looking into this matter further to ensure a situation like this does not happen moving forward. Thank you for being a valued member of Summit Fire & Security.

  Customer response

  11/10/2022

   
  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.
  
  Sincerely,
  
  ***********************************

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