SecureNet Alarm Sytems, Inc. Was not informed of contract renewal clause decade ago. SecureNet has not responded with copy, ignores correspondence from my attorney. Maize, Kansas

Customer (leaving out your name for your privacy),

I found your account and want to get this resolved for you. 

You are correct you had been a customer since 6/2099.  I am confused about the statement that we had no investment in your equipment/installation but you were leaving a $400 investment in equipment behind. 

Yes monitoring agreements with security companies are pretty standard to have a renewal clause but we work with our customers with this clause.  It stated this in your agreement and we sent a letter to all of our customers about this in 8/2006, stating to call if they would like to change that clause in their agreement.  (Never heard from you so must not have been a concern for you.)  A copy of the agreement and a letter was sent to your Mission Viejo address on 4/21/2011.

You are false in stating that your account was turned over to an outside collection agency.  It has not and your credit score has not been affected at all, please read the letter that was sent to you.  We have also not ignored the letter received from your attorney.  You might want to speak with your attorney and their delay in handling any issue for you.  We did receive a letter from your attorney dated 6/30/2011, postmarked 7/2/2011 and it arrived at our office a few days after that. 

We did speak with you on 2/21/2011 in regards to cancelling your service due to you would be moving.  The consultant attempted to go over all options with you and you would barely let the consultant get a word out and responded with, "I don't care, I want it cancelled."  We explained that we need a signed letter of canellation to start the process.  We did receive your cancellation letter dated 3/29/2011, postmarked 3/31/2011. 

We have called you five times over the period of 5/27/2011 - 7/9/2011 to go over your account and have either left voicemails or the call was answered and we were immediately hung up on.  We finally were able to speak with you when you contacted us on 7/9/2011.  When you contacted us you said what you needed to say and the operator tried to transfer you to the correct department to resolve the issue with you but you hung up on them.  I apologize but it is hard to resolve an issue with out the opportunity to resolve the issue with you.

A letter was sent to your new address and your attorney on 7/14/2011 to resolve this issue.  You should be receiving it any day now.  I am sure that you will find that our resolution is a very acceptable resolution for you.  Sorry for any inconvience this may have caused you and you are more than welcome to contact me for further questions in regards to this matter. 

Thanks,
Michael Bigley
Corporate Manager

Retha,

I am sure there is more information to the story and I will make things right for you.  If you were in fact out of the initial term of your agreement and moved to an area that we can not offer service I will be more than willing to get your account closed for you.  Please email me at mbigley@securenetalarms.com with your information so that I can locate your account and assist you. 

Thanks,
Michael Bigley
Corporate Manager