Complaint Review: American Digital or A.S. ALARM MONITORING

 It is unfortunate that someone that fully admits that they are 'confused' takes the time to file a complaint online instead of picking up the phone and calling our very helpful customer service senter agents. 

  

Had this consumer done so, they would have discovered that we do not have term contracts and that we never try to 'stick it' to our customers for any minimum monitoring terms what so ever.  All our services are pre-paid and we allow the consumer to dictate the pre-paid term in advance from 3 to 60 months.  We include a simple clause called an "evergreen clause" that protects our clients from not having our emergency monitoring services when they may need it the most.  It states that once the pre-paid term has expired, until the consumer, notifies us to cancel services or once again  pre-pays in advance, the service falls back on a month to month plan, allowing for continued emergency protection until the consumer can decide what to do. 

 

Can you imagine the risk we would be placing our consumers in if we simply cut off our services at midnight on the last day of a pre-paid service term?  This consumer, like many others would have only found out that their pre-paid 3 to 60 month term was expired when they requested medical or police assistance and there was not response from us anymore.

 

As for the consumers claim that he was send a bill for $1255.00, he is apparently "confused" again as this is absolutely false. If the consumer was billed for continued services beyond his initial 60 month term, even if it was 90 days past due this amount would be under $50.00. 

  

We invite this consumer to call our office in order for a representative to discuss this matter with him in detail. I'm sure once he actually identifies himself, it can be made much clearer.  However, in our experience, those who tend to file complaints as 'unknown' tend to simply have an ax to grind and not a valid complaint.  

 

 We serve over 230,000 consumer across the U.S. and Canada with 24/7 emergency security alarm monitoring.  Were the ones that are up and awake when your asleep making sure that your world is safe and secure.  Taking into consideration depending on your service type, our monitored systems are electronically checked for the highest level of confidence every 90 seconds, would mean that we are 'in contact' with each of our customers over 40 time per hour, 960 time a day, 29,000 time a month and over 350,000 times a year. Considering we have over 230,000 customers, that over 80 million connections a year that we manage on behalf of our customers.  With that much 'contact', we unfortunately  expect to ruffle a few feathers along the way.