- Report: #644687
Complaint Review: ASG Security - Houston Texas
Reported By:
Forrest -
Sugar Land, Texas, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
ASG Security
8181 Commerce Park, Suite 726, Houston, 77036 Texas, United States of America
Phone:
877-227-3274
Web:
www.asgsecurity.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
ASG Security Auto-renewal - complete rip-off Houston, Texas
When we bought our home four years ago we signed up with ASG Security for monthly alarm monitoring. Mind you, the alarm system was already in place so ASG didn't provide any free equipment up front that they needed to recoup via inflated monthly monitoring fees. Over the past four years our monthly rate has crept up and several months ago started including a $2 "Administration Fee". That finally caught my eye, as did the fact that my monthly bill was now over $42, which certainly seemed excessive for a service that has only been used a few times due to false alarms.
When I called they explained that the $2 fee was because I was continuing to receive a paper statement and bill in the mail versus paying online. That ticked me off for a couple of reasons. One, you can't change the terms of someone's account and begin charging them more without them agreeing to it, which I never did. Better yet, they had a responsibility to offer me online bill-pay. Secondly, I would actually prefer to pay online so to have been charged $2 a month for a feature I didn't even want in the first place really ticked me off. It ticked me off to the point that I decided to shop around for a better monthly rate. It took about five seconds to find a rate that is about 1/2 what I had been paying ASG.
When I called they explained that the $2 fee was because I was continuing to receive a paper statement and bill in the mail versus paying online. That ticked me off for a couple of reasons. One, you can't change the terms of someone's account and begin charging them more without them agreeing to it, which I never did. Better yet, they had a responsibility to offer me online bill-pay. Secondly, I would actually prefer to pay online so to have been charged $2 a month for a feature I didn't even want in the first place really ticked me off. It ticked me off to the point that I decided to shop around for a better monthly rate. It took about five seconds to find a rate that is about 1/2 what I had been paying ASG.
After signing up with Smith & Wesson Security (yes, that's their real name) I called ASG to cancel my service with them. I assumed that I had an initial contract with them but, given that it had been four years, I also assumed that the terms of the contract had been satisfied and that I was paying month to month, which would explain why my monthly charge had gone up.
Imagine my surprise when they told me that my three year contract, which I'd signed in October 2006, had automatically renewed in October 2009 once I failed to let them know I wanted out of it within 30 days of October 2009. I blew a gasket and I'm a peaceful man without much of a temper. I asked them pointblank if they had anything on file from me from October 2009 demonstrating that I wished to renew for two more years and they said they did not need it since my contract from four years ago automatically committed me to an additional two years if I didn't voluntarily opt out. I was beside myself with anger and demanded to speak to a supervisor.
The woman, a Missy Jones (which I suspect is an alias), told me in very direct language that it was my fault and essentially I had to live with it. I flat out demanded to be let out of the contract immediately and she said that the balance for the remaining months was a little over $400 and if I paid that our business would be completed. I had steam coming out of my ears and probably could have broken the receiver in half with my bare hands at this point. Missy Jones, or whatever her name was, is lucky that I wasn't sitting across a desk from her. She said she'd reduce that to $200 and I told her $150, through clenched teeth. She took a credit card number and the call was completed.
The woman, a Missy Jones (which I suspect is an alias), told me in very direct language that it was my fault and essentially I had to live with it. I flat out demanded to be let out of the contract immediately and she said that the balance for the remaining months was a little over $400 and if I paid that our business would be completed. I had steam coming out of my ears and probably could have broken the receiver in half with my bare hands at this point. Missy Jones, or whatever her name was, is lucky that I wasn't sitting across a desk from her. She said she'd reduce that to $200 and I told her $150, through clenched teeth. She took a credit card number and the call was completed.
Five days later I remain beyond mad. They added a $2 fee to my bill without alerting me to the charge or giving me the option to pay online, they auto-renewed me without even bothering to give me a heads up that the three years was up so I could shop around or end the service, and worst, they raised my monthly charge. I thought when you signed up for a long-term contract you were supposed to get a better rate, not worse.
This company is unbelievable. Tell anyone and everyone you know not to sign up with them. They deserve to be out of business. In fact, the next home I see with an ASG sign in their yard, I'm going to knock on the door and update them on the company they've chosen to conduct business with.
2 Updates & Rebuttals
Lance C
Sugar Land,Texas,
United States of America
In Fairness
#2Author of original report
Wed, September 29, 2010
Now that I've had a chance to calm down I wanted to add a couple of things in fairness to ASG. If my original post implied that ASG renewed my contract with absolutely no grounds, that was not necessarily the case. I suspect that they're right in stating that the original contract I signed included language about how I would automatically be re-enrolled after three years if I didn't opt out within 30 days of the renewal date. I say that I suspect it did because I lost the original contract in Hurricane Ike in 2008.
Secondly, they did offer me a better rate, once I had already decided that I didn't want to do business with them. It was lower than the rate I had been paying them for the past year, but still about $6 or $7 per month higher than the rate I found with a competitor.
Lastly, when I initially called in to inquire about the $2 administrative fee that had suddenly appeared on my bill, the guy I spoke with made a generous offer of two months free service because of the fee and my displeasure over it.
Like I said, in fairness to them, I should have pointed out that there were a couple of things they did to attempt to work with me, once I called in to complain.
I guess in summary the lesson is, look over what you sign with a fine tooth comb, watch your bill for any changes, no matter how minor, and shop around.
Lance C
Sugar Land,Texas,
United States of America
In Fairness
#3Author of original report
Tue, September 28, 2010
In fairness to ASG Security I'd like to offer a few pieces of information that I left out. If my original post implied that I was auto-renewed with absolutely no basis that is technically not the case. I'm sure my original contract included language that my 3 year contract would automatically be re-newed for an additional 2 years if I didn't opt out by notifying them within 30 days of the renewal date. I didn't notify anyone of anything because I'm not going to remember something from that long ago and our contract was destroyed in hurricane Ike anyway.
Additionally, when I initially called to inquire about the $2 administrative fee, the person I spoke with was apologetic and offered me two free months. I accepted that because at the time I wasn't sure what I was going to do. After shopping around and finding a much better rate I did not end up taking advantage of the offer. But again, in fairness to ASG, they did make an effort to at least address the $2 charge and I should have mentioned that.
Lastly, before switching to a less expensive company, I checked with ASG to see what type of rate I could get if I renewed with them. They offered me a rate that was significantly lower than what I was currently paying but still about $6 per month above what I found with another company.
In summary, I would advise checking your contract closely, watching your monthly statement for any changes, and shopping around for the best deal once you've completed your contractual terms.
