My Alarm Center Alarm Capital Alliance Miss-handled home security service transfer and I was required to pay collections or 70% in re-instatement fees. Media, Pennsylvania
Signed a 3 year contract with My Alarm Center (MAC) and after the first year I moved to another city and State. During my move I notified MAC and told them I was moving. They indicated that it was ok to move and to notify them when I settle into my new home. I was paid up for that first year, but left in September. So, I was not using 3 months of service from MAC. In February I contacted MAC and told them again I was no longer living at the old resident. They indicated that that was ok and that I need to submit a signed faxd letter stating that I have moved.
I submitted the letter in March and called again at the end of April to ask if I can transfer my service. They stated that they still need a faxd letter to terminate the service at the old address. So I faxs another letter. I called again in May and they said they got the letter. At this time I was not sure what to do to transfer my service from PA to FL State.
At the beginning of August I received a letter from a collection company asking for the full balance of the contract - $419.00. I then contacted MAC and asked to transfer my service and remove me from collections. MAC at that time- fully understood my situation and wanted to keep me as a customer. So, the transfer of service and removal from collections was the way to go. Collections office called twice and when they do I would call MAC. MAC said they will remove me from collections and transfer my service.
On September 10, 2012 a Service Tech came out to assess my home for a service transfer. Within 2 hours after the Tech visit I got a call from the collections office and was told to either pay $419.00 2 years of remaining contract service or pay $295.00 to reinstate my account. So I had to pay the full $419. Why pay 70% of the contract to have it reinstated and then have to pay the balance of the contract at a later date. THIS IS A RIP-OFF!!!
1 Updates & Rebuttals
My Alarm Center Resource Desk
USAResponse From My Alarm Center
#2UPDATE Employee
Thu, September 13, 2012
Hello Raymond,
My name is Tiffany, and I work at the Resource Desk here at My Alarm Center. I am so sorry to hear about your experience with us, but I hope that I can help make things right.
First off, I'd like to apologize if your move transition was not handled properly. We strive to deliver best in class customer service, and in this instance we certainly didn't live up to that expectation. Additionally, customer service is the foundation of our business, so I regret to hear that you received anything other than a positive, upbeat, and utterly helpful response when you contacted us.
Unfortunately I do not have your contact information to reach out to you, or any way to identify your account from the information in your report, but I would very much like to personally take responsibility
for turning this situation around and making it a positive experience if I can.
To that end, I hope that you will email us at resourcedesk@myalarmcenter.com addressed to "Tiffany at the Resource Desk" with your detailed contact information so that I can take make sure this gets resolved.
Alternatively, the direct line here at the Resource Desk is 866-484-4800 ext 8238. We are a small specialist team and any person will be able to transfer you to me if I am available, take your contact
information if I am not, or help you directly themselves.
Both the above email and the phone line above are staffed Weekdays 8am 8pm.
I will advise my team of your situation so that they are prepared to assist you should you call in.
Once again, I deeply apologize for the loss of service you have experienced. We definitely value you as a customer, and we hope that we can do better in the future to meet your expectations as well as our own.
I hope you have a fantastic day.
-Tiffany
My Alarm Center Resource Desk