In response to Barbara's Report, Certified Security's Renewal Clause is clearly defined on the front of the contract (not hidden in fine print or on the back of the contract).
Unfortunately, Barbara fails to mention in her Report that she was given an option at the end of her inital term to get a Reduced Monitoring Rate for her next term. Barbara provided her initals in that section of the contract that she wanted to take advantage of that opportunity. We were complying with her acknowledged request.
The Salesperson Barabara mentions has been with our company for seven-years and has contracted with nearly 2,000 customers in Tallahassee (himself). Neither our company, the Better Business Bureau, or Ripoff Report has ever received a Complaint on this individual. It is disappointing Barbara is comfortable with making such a defaming comment.
All Alarm security companies (not just Certified) have to incorporate a renewal provision, because many customers who use the company’s services are non-responsive to correspondence frequently sent out (albeit due to traveling, multiple homes resided in, lack of care/time…). Certifed provides a very sensitive service (this isn’t like cellular service, cable television, internet access…where life safety is not at stake) and cannot afford an “at will” type of understanding with regard to the services provided and its related terms.
I assure you if Certified unilaterally canceled a customer’s service - due to non-payment or lack/delayed cancel response from a customer – and that customer were later robbed/vandalized and we did not send the authorities, we would have to defend our (lack of) action taken in court, regardless of the customer’s intent to not continue the service. We simply cannot afford that risk without proper written and timely protocol, nor should we be asked to. Unlike our competitor companies, our term renewals are only year-to-year and not a full three or five year renewal.
Referring to our Accounting System Notes (Microkey), which are date/time hard-coded, Certified spoke with Barabra on 6/17 and attempted to call her (and left message) on 6/18, 7/29, 7/30, 7/31, and 8/10. We sent Barbara written collection correspondence on 4/13, 5/4, and 6/15. The 6/15 certified letter provided my number and e-mail address, if she chose to communicate back to me directly. I never received communication from her. In short, we attempted many times to connect with Barabra regarding this matter.
Thank you for taking our response in consideration when reviewing this complaint.
Matt Fenner, COO - Certified Security Systems
Why file a report here? Ripoff Report is a permanent record! Other complaint sites copy our content then remove reports for money.
