Complaints

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to put an alarm system in my parents' home. They installed the system. When the system was checked, the office claimed it was working, but it didn't appear to be working on my end. There were several contacts that weren't working, zones that were switched, They have stuck electrical tape on the wiring and gathered it in bundles. The panel box is barely hanging on the wall. I called them and told them about this; they sent an agent out and took pictures. I heard him say to his supervisor that he understood why I was upset. But they didn't fix it. When the VP of the company called, he didn't acknowledge that anything was wrong. I referred to the pictures taken my the technician and he didn't acknowledge that they existed. It looks as if wiring in the home has been damaged. That's what has been electrical taped back together. It's been about a week. I have not given them any money yet, and I didn't sign any paperwork because the tech didn't bring any contracts. I don't want them back in the house because the three times they have been here they have damaged the house.

  

  Business response

  08/29/2022

  To Whom it May Concern,******** ****** contacted ACF Alarm Company in late July of 2022. She was interested in our company taking over the alarm monitoring for her home at * ******** ****** ********* ** *****. On Friday, July 22, a technician visited her home. Upon our technician’s arrival, he inspected the current alarm system, but was unable to reprogram the system to send alarm signals to our monitoring station. He recommended to *** ****** that the system be upgraded to a *** alarm panel with an ********* cellular communicator.He also spoke with her on adding additional motion detectors and a video doorbell.On Monday, July 25, 2022, a representative from ACF Alarm emailed *** ****** prices for a new *** alarm panel, keypad, ********* cellular communicator, wireless motion detectors, and a video doorbell.It was communicated to *** ****** through email that the labor to service and install alarm equipment in her home was $67.00 per hour, and monthly monitoring of the alarm with a cellular communicator would total $37.00 per month.On Tuesday, July 26, 2022, *** ****** emailed the same representative from ACF Alarm and agreed to the quoted prices, and desired the new alarm equipment be installed as soon as possible. The only piece of equipment that was quoted that she did not desire for installation was the video doorbell. She also indicated she wanted the equipment installed as soon as possible. At this time the needed equipment was ordered from out supplier, and the installation was scheduled for Monday, August 1, 2022.On Monday, August 1, 2022, an ACF Alarm technician arrived at *** ******’s home at 10:50 am. He installed the new *** alarm panel, keypad, ********* cellular communicator, and two wireless motion detectors. The technician was not able to complete all of the required work on the 1st, but returned the morning of the 2ndto complete his work, send alarm signals to the monitoring station. After the technician departed *** ******’s home on August 2, 2022, she called our office and spoke with a representative from our company. She had several questions about how the alarm worked, and tested the system several times.Signals were received at the monitoring station, however the representative from ACF Alarm explained to *** ****** that the system could not be placed in an “Active” state with the monitoring station until she signed the monitoring contract. *** ****** then explained to the ACF representative that she was not happy with the workmanship provided by ACF Alarm,and despite signals being received at the monitoring station, believed the system was not operating properly. It was also at this point the *** ****** claimed damage was done to her home by our technician. *** ****** became extremely distraught to the point of crying over the phone. The ACF representative offered to resolve the situation as quickly as possible. She offered to have a different technician come to her home that afternoon to test the alarm system with her, and ensure she is operating the system properly. *** ****** accepted this offer. The second technician arrived to *** ******’s home that same afternoon of August 2. Upon his arrival, he met with *** ******, and she expressed her unsatisfaction with ACF’s workmanship. The technician listened to her concerns, and offered to remedy the situation. He found the alarm panel not properly affixed in her basement, and offered to correct that issue. That offer was refused. The technician did take some pictures from inside the home from his cell phone. After providing some additional training on the alarm system, the technician was ultimately sent away and denied the opportunity to correct the issues *** ****** had with her alarm system.On Wednesday, August 3, 2022, *** ****** called the same representative at the ACF Alarm office, and expressed she did not believe the system was working properly. The ACF representative patiently walked *** ****** through the different features of the system, including how to arm the system from ********* app, how to arm the system in “Stay” mode, “Away” mode, and sent alarm signals to the monitoring station. The ACF representative again explained to *** ****** that she could not make the system “Active” with the monitoring station until she signed the ACF monitoring agreement. *** ****** explained she was not going to sign any paperwork, and that she was not happy with the workmanship provided by ACF Alarm. The ACF representative offered to schedule an appointment to remedy any workmanship issues she had from the installation. *** ****** refused to setup an appointment. During the afternoon of August 3, 2022, the ACF representative that had been working with *** ****** over the phone explained to me that she was refusing to sign any paperwork, and refusing to schedule an appointment for a technician to come to her home. On Thursday, August 4, I called *** ****** and left her a message explaining who I was, and that I was aware of the situation. In the message I offered to resolve the issue by scheduling an appointment with one of our technicians, or if she was not satisfied with the work provided, I could schedule a time for ACF to remove the equipment. On Friday, August 5, *** ****** returned my call. She again refused to schedule an appointment for a technician to resolve any issue she may be experiencing with the alarm, and also denied ACF to remove the installed equipment from her home. I explained to *** ****** that one of the two options needed to be accomplished. She became distraught and upset over the phone, and refused to let ACF attempt to resolve the issue. I again expressed my desire to either correct the issue or schedule a time to remove the equipment. She refused, and told me to wait to hear back from her after she decides whatcourse of action she wants to take.Several days went by, and I had not heard from *** ******. On Thursday, August 11, I emailed *** ****** and explained that I understood she was not satisfied with ACF Alarm’s workmanship. I also expressed how I could see in our system that she was using the alarm. She was arming and disarming the system regularly. Since *** ****** was using the system, I again offered to correct any issues she may have, or remove the equipment.On Friday, August 12, *** ****** replied to my email. She said she, “tried to work with your company but no one has accepted any of the issues with the system’s installation. The system is not working properly. Also,I feel it is unreasonable to expect that I stop using your equipment until I have a replacement.” As stated above, ACF Alarm offered on numerous occasions to correct any issues *** ****** was experiencing with the system, but *** ****** denied ACF the opportunity. She also has not paid for any of the equipment ACF alarm installed in her home, and has refused ACF the access to reclaim the equipment. She also has never signed the ACF monitoring agreement, thus the system has never been made “Active.” Because *** ****** has not paid ACF Alarm for any of the provided equipment, the ********* app for this account has been disabled. If any additional information is required, please let me know.

  Customer response

  08/31/2022

  Complaint: ********
  
  I am rejecting this response because:

  -there is no monitoring going on; there is some physical chiming and sirens.

  -they locked me into the house; locking me out of the system and the keypad.

  -they changed the codes so that I am able to turn on the sirens when necessary

  -they cancelled the ********* account.

  -I currently cannot get into the system (physical or the on line account).

  -if the system is inactive, he should not be able to view the history or monitor.

  -I spoke on the phone with the president; he verbally agreed that another vendor (of my choice) will remove the ACF equipment and it will be boxed up.  I will call them and let ACF know when the box can be picked up.
  
  
  
  Sincerely,
  
  ***** ******

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