Complaint Review: Firstline Security - Orem Utah

After some digging. Firstline no longer and simply refuses to work with Monitronics.

Well folks, it is in the state of California's hands now since they are Gladly awaiting letters from the state! Unless of course they just refuse them as they do letters from attorneys!

I cant say much here folks since I have been advised by my attorney NOT to speak to or respond to these people. But I will advise you all to check licensing in your state and city and county to make sure all the people who have entered your home have applied for a license and that they actually have one that matches thier drivers license. I will let you all know how this turns out. Should be interesting!

The agreement that is signed by any customer at Firstline Security is an agreement that is for 36 months. If a customer decides not to use the system or if they move they are still responsible for the entire 36 months. We do have options available for our customers in these situations- free training on how to use the system and a move program. Once an account is sent to collections Firstline Security allows any account the option of paying a Reinstatement Fee. The Reinstatement Fee allows the customer to pay the past due amount plus the collections fee. If a customer chooses the Reinstatement Fee option they must have their account Reinstated. To be Reinstated the account is brought active again and the customer continues to pay their monthly rate. Joe B. originally told Firstline Security that he wanted to cancel because he was moving to Ohio. They refused our offers and when we mentioned that we would send this account to collections we were told "good luck finding us to send to collections". Mrs. Joe B. called in a few months later, after the account was in collections wanting to know why it was sent. At this time they had not moved to Ohio but still wanted to cancel. The reason they used now was because they did not use the system. The customer is this situation refused any of our offers. Their account was past due and many attempts to contact them to resolve this issue were made. This customer was not paying their bill, so unfortunately they were sent to collections. The collections agencies job is to collect money that is past due and they do their job. An account in collections is not an easy situation and never pleasant for either party involved. Joe B. paid the Reinstatement amount but did not want to continue with service nor pay off the remaining balance from the 36 month agreement that he signed. At this point the account was sent back to collections due to the refusal of payment. Our license information is listed on all of our agreements (ACO-5704). We gladly await any letters from the state regarding our license because we have always been licensed in California for as long as we have done business there. Firstline Security always attempts to work with our customers regardless of their situation. We record all of our phone calls to insure quality and after listening to our phone logs all it shows are our numerous attempts to resolve the issue and the customer's refusal to do so.

Well I called the "executive response team" at Monitronics. "THEY" were so sorry to hear about my complaints and completely understood my outrage and frustration over the situation. BUT,...."THEY" didn't write the contract, "THEY" have no control over what the salesman or Firstline did..."THEY" DID BUY THE ACCOUNT.. "THEY" now KNOW the contract is invalid because the salesman was NOT licensed in the state or the city and neither were they when "THEY" were monitoring the system!! Look it up!! It is a LAW that if you are monitoring a system then you need to be licensed not only in the state but the CITY where YOU are doing business!! So now "THEY" can speak to "OUR" attorney!! "THEY" intend to do nothing for us to rectify the situation. As for Firstline, well "THEY" can also speak to our attorney. And then there is Anderson Crenshaw.. "THEY" so far have made 2 hard inquiry's into our almost perfect credit. The ONLY thing on our credit report is 2 late payments to Sears 3 years ago when I was in the hospital and recovering from surgery. Other than that we have a perfect 10 year history(that is a far back as they go).. 2 negative inquires from a collection agency will stay on our credit report for 2 years, I don't think that credit reporting agency's like things like that! I am not a happy camper here folks. I will let you all know what happens.

Our goal is to provide the highest level of monitoring service to our customers. I am disappointed to learn that you have not experienced the service we strive to provide. Our intent is to resolve any issues you may have and to provide the service you expect. Please contact the Executive Response Department @ 800-447-9239 extension 2196. Sincerely, Kimber Ritschel Executive Response Department Lead