Icon Security - SAI Monitoring (partners ) FRAUD ALARM CO THAT IS NOT REALLY MONITORING IN FL NOT COMPATIBLE PHONE SYSTEM OF VERIZON Provo Utah

Consumer's Original Complaint :
Alarm system montioring and 3 incidents where the montioring was never activated during the incident. I was hit by lighting and down for 9 days and they did not see that the alarm was not activated. Another was mom fell and hit the alarm and no one responded to the call. Another one was today mar 1, 2008 I had a very bad grease fire with flames about 2 ft high and alarm was sent in thru fire alarm and no one responded again. If my husband had not been home I would have lost my kitchen and maybe the house too. I was worried about getting my 84 yr old mom who did not hear the alarm in the bedroom even though they have one in there and also a severely handicapped son who I had to place in a wheelchair and get out of home fast. I was not worried about the kitchen. Home can be replaced not lives. We got the fire out with a fire extingusher after moving the pan to the garage where it would not take out my home instead the damage would be in garage. Also while talking to Tech abou the alarm he told me that my system is not compatible with my phone lines which is FL is Verizon. I was never told that and all this time I have been paying $42.95 a month since May 2007. I found out the contract is not 1 yr trial but 3 yr full contract. So they used deceptive practice there. My neighbor was not aware of the 3 yr either and I recommended them for the system becuase I though it was going to be a good svc.

I would like to have my contract voided and I will go back to ADT. They also tell you that they are ADT and upgrading for free if you sign for 1 yr. Their sales people are fly by nite summer help I found out too. The salesman I have his cell phone number was called and he is stationed in Germany now. Never answer their phone at ICON Security who is the salesman and then sell the contracts to ASI.

Consumer's Desired Resolution:
I want out of my 3 yr contract which was to be only 1 yr and also no penalty for breaking contract. I want them to notify everyone that is on Verizon system that their home is not being montiored like they are paying for due to conflict in the system and Verizon customers. I feel this is the right thing to do. Stop selling in Florida and pay a fine to BBB or a local charity for disabled people.

BBB Processing

03/02/2008 web BBB Complaint Received by BBB
03/02/2008 web BBB Complaint Validated by BBB Operator
03/02/2008 Otto BBB Send Acknowledgement to Consumer
03/02/2008 Otto BBB Inform Business of Complaint



LETTER TO COMPANY WITH NO RESPONSE:
March 1, 2008

A.S.I. Security monitoring co
Attn: Jennifer
Customer Svc Dept

Jennifer:

As per phone conversation tonight I would like to request that my contract be cancelled effective date of receipt of this letter. I am very upset with this company and I signed the contract thinking that this company was going to handle our contract professionally. So far it has not. I am going to tell you in writing even though I already have stated it on the phone about this service which is not even 1 yr old yet. We purchased out contract under false statements from your salesman Cody Farrer who came to the house and told us he would offering an up grade service contract that was affiliated with ADT which we already had. We were looking for the Medical hook up when we talked. We agreed with a 1 yr contract and they would upgrade the equipment to include the medical monitoring. We already had the fire and police monitor on the ADT system and all our windows and doors were done by ADT already. He stated he could offer this because your company was trying to break into the business and looking for more customers. The unit is a GE which I am finding doesn't work here in my town due to having VERIZON Phone service according to your Tech Dept. I had spoken with him first and he transferred me to your dept.

Now I will tell you about the 3 incidents that occurred since we have your service and not once did your monitoring service pick the alarm or call us asking if we needed help.

1. Jul 19, 2007 we were hit by lighting with a direct hit. The alarm was going off for awhile and I could not stand it anymore so I called in to tell you about it and they stated to disconnect the battery in the garage. My husband did that. We were down for 9 days and when they finally got the power back into the home and cable and phone lines back up then we contact the tech people who installed the units in the first place since we had their cell phone # which they gave us. They wanted us to have it since I have a severely disabled son in the home and if anything was wrong they would respond quicker. I called them and they finally got here and had to rewire some of the system to get it up and running properly again. When we got hit it was because idiots who put the cable line in did not ground the house and therefore when the line got hit we got a direct hit too. The fios line to our internet was destroyed not by lighting but by the idiots who came out from the cable company to lay the new wiring and cut the line and new that they did it and left without telling us. We knew something was wrong because we had a dial tone one minute and nothing the next.

Anyway we called in to tell the monitoring that we were hit and needed instructions how to disarm the alarm because we were told it would be days before they could get out to fix it. Your monitoring company never knew we were down 9 days that whole time. I called them back to reset it after ICON showed and fixed it and they were like ok but we did not have any signal showing of it was not working.

2. Second time was November 2007 when we were at the airport and my mom fell in the house and reached the alarm and set it off. No one came and she laid there for 2 hrs till I returned home and found her on the floor and by then she could not move. She was taking to UCH Hospital with possible head injury and neck injury and shoulder injured. They kept her over nite. They stated she was really lucky I came home right away. The floor was cold and she was not able to move and when the paramedic got here they put a neck brace and arm brace on her.

3. Today I caused a grease fire in my kitchen and the alarm was activated but again your monitoring service did not respond or find that the alarm was activated. The system had a female voice come on stating : recording was : FIRE ..FIRE Leave the home and it repeated it till I disarmed it . In the meantime I was not worried about what the alarm was stating but getting my severely disabled child into his wheelchair and getting him out of the house. It was full of smoke and also getting my 84 yr old mom out of her bedroom which is in the back of the house since she did not hear the alarm back there. She saw the light turn red on her fire signal in the bedroom and knew something was wrong. The flames were at least 2 ft high by this point on the stove. We tried to put them out with salt and it did not work. After getting everyone out of house I helped my husband get the pan into the garage where we could get it out of the house faster so it did not destroy or damage my house. The flames got higher in my garage but we finally got it out with a fire extinguisher.

Then I called the alarm company to ask why this is another time you did not respond to an alarm and he stated there was no alert sent thru. This is out of hand and therefore I am requesting without penalty that my contract be cancelled. I never was told it was for 3 yrs until you just informed me of it tonight. I also talked to your Tech Support who advised me that this system doesn't work all the time when your phone company is Verizon due to digital lines not analog lines or maybe it is backwards. But Verizon is not compatible I am being told. This is why you never get my alarms when they go off. I have paid faithfully for the past 10 months and I have honored my part of this contract so far but your company has not.


If I am not released without penalty I am going to notify the State Attorney General to investigate this company for fraud and deceptive practice since you hire summer help to sell your service and then they promise you one thing and you get another. They sell you a 1 yr contract verbally and in writing it is really 3 yrs. I am sure the Governor would like to hear that you deceptively did this to a disabled family. You see, my husband, son, mom are all disabled and also I am a disabled Veteran living in this home. Also I recommended my neighbor to your company and your company should not be selling here in this area if the phone lines are not compatible.

I am an advocate for the state of Florida and I am sure I can get some kind of investigation going to check into your company and ICON especially for the fraud they are committing especially to disabled and seniors. There is a law against this. I am not saying it is your company who did the selling but your company is the one that should be monitoring this house and all the accounts in the area and charging $42.99 a month. It used to be $35.00 a month with ADT.

I am sure you can understand my position in this matter because I have to protect my family and my home and my friends who I recommended to your company too. They are seniors.

So again I am asking to be let out of my contract for the rest of the term since you did not fulfill your part of this contract and therefore it is breached by your company and ICON also. I have tried to call ICON several times when these incidents happen and if I did not know the installers cell phone numbers I would not have gotten any help. My house could have burned to the ground by the time your monitoring got us help. The fire dept is only 1 block away too. Also the house could have been robbed each time I go away for more than a couple of days and here we think our home is protected and find out it has never been protected by your company since we are not compatible with the systems. At least I have my faithful neighbors who also watch my home too.

Joanna
seffner, Florida
U.S.A.