Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint because I committed to purchasing a home security set up from this company. I had asked the salesman several times if I could cancel at any time and he never said "no". He simply said that I could cancel before the install. Never once did the salesman verbally mention that my signature enforced a 36 month contract that I could not get out of aside from paying for 36 months of service. (about 1500.00). I called in and complained and they did say that they expect their salespersons to disclose verbally the conditions that were not disclosed to me. He took my information and promised to get back to me. Two weeks later and I had not heard anything back. I finally called back in, and i was told I had several notes on my account and they just forgot to call me back. Basically they said they can't do anything for me. This kind of communication feels incredibly shady and predatory.

  Customer response

  05/30/2024

  Here is the original contract (that was messed up and invalid) and then the corrected one that my wife signed while I wasn't present.

  

  Business response

  07/30/2024

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 7/30/2024]]

  Thank you for giving us the opportunity to explain to you our side as the business. Please also understand that we will work with customers in every way possible to make them satisfied, but with contracts there is no wiggle room as legal is involved. 
  The customer initialed next to "right of recission/cancelation section and signed  which clearly states you have 3 days to cancel with no penalty. Read over your contract, test the equipment and make sure you're good with it before committing. We have the same  process with all customers 
  We email over agreement to their email via docusign
  We wait till the customer has a chance to review it in case they have questions, so that we may answer them. 
  If they dont want to sign same day, docusign is good for 24 hours. 
  None of our reps would ever say " you can cancel anytime" , as you cannot and you would be immediately fired from this company if you did. Mr Saler called us 3 weeks after install stating he had changed his mind and no longer thought he needed security ? 

  
  Please see bottom of page 1 highlighted yellow. Right below a customer's initials for familiarization period is FINANCIAL DISCLOSURE STATEMENT is big bold letters.. Below that clearly states 1.Number of payments for initial term is 36. Total of payments of initial term $1,691.64. Contract attached is highlighted as well. 
  

  Section 3 Below Method of Billing 
  

  Right above where you sign is the "I ackowledge" section which clearly states 36 month contract and refreences exactly where to find "early termination" which is section 2 

  Also all they way  at the very bottom, the last page is shows proof of docusign being sent to customers email where customer opened it and signed it of his own free will. 

  *Please see attached.

  Customer response

  08/09/2024

  Hey sorry I missed the last message. 
  

  some of the claims they made in their response to you were not quite right. I did not call three weeks later. It was about a week and a half later. The manager there told me they’d get back to me and then never did. I had to call back to get the information from them. I understand I signed the contract and the things it outlined. I was simply arguing that the verbal communication from the sales rep was misleading. I was never verbally informed about the contract period. And when I called and complained they said that that was not their policy. There was immense pressure to “sign right now” and I did not feel I had the proper time to read through the entire contract. Not only that, but parts of the original contract verse not valid, and they had my wife (not me) sign an updated version of the contract, and she knew nothing about it. 

*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. ↩