This is a copy of part of the letter that I sent to the CEO of Monitronics/Maximum Security: This is in regard to our charity's thrift store.
I have been contacting you in regard to our mal-functioning alarm system since the middle of last month. (It is now two and a half months later) I also contacted you on September 26th to tell you that our building was broken into and we found out that approximately 50 boxes of donated goods were stolen from our donor's estates from our warehouse! I told you then that the system did not even go off and that the back door of our warehouse was wide open when we arrived in the morning! The alarm was set by me the night before but it did not go off and no one was contacted.
I called Sonoma County police and they came over, but said that I needed to contact my alarm company to resolve this issue. I did that, but you never came to fix it. Over the course of the next week the alarm went on and off all during the day with its loud sound and no one ever came onto the alarm panel and the police were never called.
Then on the 29th I arrived back at night and the alarm was sounding. I again called the police and they came into the building with guns in hand to get the burgular, despite the fact that YOUR company never even contacted them in regard to the sounding alarm. I called again and told you to immediately come out and fix it.
I am sending you an attached copy of the FALSE ALARM report that says that now if this happens again they will begin charging us if they have to come out. Since that date we have had no alarm in our building that is functional!!! AND all I have gotten from you is your bill collectors who just are about as clueless as it comes about the fact that the system is NOT WORKING!
I will not pay a cent for any bill either now or in the future. We lost thousands of dollars worth of items. Just send me a bill and you will find yourself in court for the full estimated loss of items we lost in the break in. I have no problem taking you to court in this matter at all.
regard to the system you had for us in our other location-- we had the same horrible service. We had someone actually break the window loose and attempt to get in and the system did not go off. The only reason why they did not get fully into the building is because they cut themselves on the glass that they broke and they took off running. Then another day in that same week someone actually came into the building and the alarm system did not go off either. We suffered a loss of about $1,000 that we know of in that situation, but most likely it was far more than that.
Then we closed that location and I agreed to move the equipment to my house. The day the man came out he left saying it was working. That night when I got home at 1 AM the alarm went off and my password would not work. The whole neighborhood was awakened for an hour with that blasted thing roaring. I was on the phone with your company for an hour trying to get someone to help me to turn it off. Finally when I said I was going to cut the line, the woman described how to take the battery out which I did. NO ONE ever serviced this unit and it does not work. I called and communicated this to you and no one ever helped me with it. THIS WAS A YEAR AGO AND YOU ARE STILL SENDING ME THE BILL FOR A SYSTEM THAT NEVER WORKED!
Your company's practice of no service is ridiculous and I will NOT in either situation pay you ANYTHING more. YOU ARE IN VIOLATION OF BREAKING THE CONTRACT WITH ME/US. You should be ashamed of yourself for pretending to help the business and me! Imagine now that ALL they are doing is sending bill after bill and calling over and over threatening to actually hurt my credit! All of this is the truth. DO NOT USE THIS COMPANY! They set you up with supposedly working alarm systems and then do not EVER service them! Luckily I am smart enough to cancel and get another system---
Imagine this company doing this to a public charity that serves the poorest of the poor!
Santa Rosa, California
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