Alarm Services - Alarm Traders - Firstline Security Inc. Alarm Services -Alarm Traders - Firstline Security went BANKRUPT but sold our monitoring Services to Alarm Services, Albany NY, won't let us out of our contract after we have fulfilled our 3-year cont Albany, New York

We are sorry to hear about this customer complaint and would like to take this opportunity to respond. 

While we can't know the exact specifics of this customer's situation, as the posting is anonymous, please let me explain our policy regarding cancellation.  If a customer requests cancellation of their account when they are in a renewal term of their contract, we take the following steps. 

First and foremost, security alarm monitoring is a service that every homeowner shoud utilize, and we would like to keep all of our customers satisfied and using their security systems.  We attempt to work with each customer seeking cancellation to meet their specific needs.  If we are unable to come to an agreement to keep them as a customer, the customer is left with two options.

1.  We have made obligations to 3rd party vendors who we must pay.  Likewise, the customer has an obligation to pay for these services until the end of the term of their contract.

2.  If the customer would like to cease using the service immediately and is in an auto-renew term, we offer an immediate cancellation option at 50% of the contractual amount owed.

We strive to maintain the highest level of customer service in the industry, and we take it seriously when a customer feels compelled to lodge a formal compaint.  We would love the opportunity to address this particular customer's concerns, and if he or she is reading this, please feel free to contact me directly at our toll free number - 866-4677-7738.

Doug Keenholts

Vice President

Alarm Services