- Report: #476330
Complaint Review: ASG Security - Beltsville Maryland
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ASG Security
12301 Kiln Court - A, Beltsville, 20705 Maryland, U.S.A.
Phone:
301-937-8880
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ASG Security - Alarm Security Group - Www.asgsecurity.com ASG Security acquires Home Security Account with no communication or representation Beltsville Maryland
I learned on Monday August 3rd, 2009 that my account was sold to ASG from Guardian Alarms. I signed an agreement on January 23rd 2006 with Guardian. How I learned about all this was when I called Guardian Alarms on Monday to make a request to have my system tested. Guardian Alarms informed me that they had sold my agreement to ASG Security back in 2006. As you can imagine I was blown away and extremely upset that I had not be informed of this transaction. In fact, I have been under the impression that my service was being monitored by Guardian Alarms for the last 2 years? In my auto draft I did notice the name ASG, but thought it was a DBA of Guardian Alarms. The only yard signs and window stickers I have ever received were from Guardian Alarms. ASG Security never alerted me that they had acquired my account, never sent me a welcome packet (with new yard signs and window stickers, and never treated me like a new customer. If I had not called Guardian Alarms to request service to test my Alarm system, I would have never known that I was really being monitored by ASG? I immediately called ASG Security at 8:30 am on Tuesday August 4th and explained my situation to a customer service representative. She said that she would have a manager call me. After waiting 2 hours and never receiving a call back, I called and spoke to Missy Jones in the customer Retention Department, I gave ASG Security a chance to earn my business and start treating me like a new customer as should have happened back in 2006. All Missy said she could do was give me a free service call. I am very disappointed in the lack of customer service and communication received by ASG Security. ASG has done an excellent job drafting my bank account. With out my knowledge!!! You can count on the fact that I will report ASG Security to the Better Business Bureau and Ripoffreport.com to alert other consumers of my experience. It is shame I have to find another Security Alarm company to treat me like a valued customer.
Jmunson76021
Bedford, Texas
U.S.A.
Jmunson76021
Bedford, Texas
U.S.A.
1 Updates & Rebuttals
Bill Rose, Sr. VP
Beltsville,Maryland,
USA
Assignment of Customer Agreement
#2REBUTTAL Owner of company
Thu, February 04, 2010
ASG Security purchase certain assets from Guardian Alarm in 2006, which included the Agreement for services for the reference customer. The Guardian Agreement has an assignability clause that does not require the customers authorization (similar to the transfer of a mortgage note).
At the time of this assignment, all former Guardian Alarm customers were sent a notification welcome letter and they received a personal telephone call. While it is possible that this customers individual letter somehow did not reach their home (lost in the mail?), and if we were unable to reach the customer personally via our telephone call, a message was left (if an answering machine was available). Due to the fact that we do not have the specific customer details relating to this complaint, we would be unable to research this issue further.
While it is disappointing to see that this customer had a poor customer service experience, I am unable to ascertain what exactly they are asking for as a result of an unfortunate unreturned phone call.
Should we have the opportunity to communicate directly with the customer, we will all we can in order to make it right.
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