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Report: #566835

Complaint Review: The Alarm Center - Media Pennsylvania

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  • Reported By: anonymous — Portsmouth Ohio United States of America
  • Author Not Confirmed What's this?
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  • The Alarm Center 1400 N. Providence Road, Suite 305 Media, Pennsylvania United States of America
  • Phone: 866-484-4800
  • Web:
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The Alarm Center NorthStar Alarm, Unfair company-biased contract practices Media, Pennsylvania

*UPDATE Employee: This is an official response from My Alarm Center

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In December 2006, my 91-year-old grandmother was diagnosed as terminally ill.  Although she had lived on her own very successfully until that time, at this point she began spending more and more time in the hospital and/or a nursing home.  She asked me to have a security alarm installed at her house since the house was standing empty.  I obtained the name NorthStar (aka The Alarm Center) alarm from my stepfather, who had the service at his home.  That service was later cancelled due to multiple service issues and was replaced with another company.

I contacted the company by phone (I live 225 miled from my grandmother's residence) and arranged to have the service installed.  The company was to fax a contract to me for review and my signature.  That never happened.  I was not present when the alarm was installed and am unclear on how the technician gained access to the grandmother may have been there with an aide or it is possible that the tenant from my grandmother's rental house next door may have provided access.  At any rate, the service was installed and I believe the technician signed my name to the contract.  I received no contract from NorthStar either by fax or mail.  When I visited my grandmother's house a few weeks later, the paperwork was lying on the desk in the hallway.  By the time I had the opportunity to review the contract, the 3 day cancellation window had expired.  Knowing that my grandmother was terminally ill and aged 91, I absolutely would never had signed a contract for FIVE years.

My grandmother passed away in January 2008 and I sold the house on December 21, 2009.  The company has REFUSED to cancel the contract although my grandmother is deceased and I no longer own the house.  I am not receiving any services at this point and I am not paying for anything that I am not receiving.

Company contacts have been rude and combative.  Satish, a "customer retention specialist" even hung up on me.

The options being offered by The Alarm Center are:

1)  Invite the new homeowner to contract with them

2) Get a friend or family member to fulfill the remainder of the contract.  I haven't lived in the area since 1979 and the only family member I have left at all is my mother, who is in the process of relocating to Florida.  It is unlikely that she would be willing to become involved with this company again.

I have dealt with a lot of service contracts and have never encountered one this bad or a company so unfocused on customer service.

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#1 UPDATE Employee

This is an official response from My Alarm Center

AUTHOR: My Alarm Center - (United States of America)

POSTED: Thursday, August 18, 2011

This is an official response from My Alarm Center. We are very sorry for your loss and would like to apologize for any inconvenience. Our policy is to leave the contract with the homeowner when they are present at the time of install.
A customer may cancel their services when a death occurs in the primary policyholders home by mailing in a copy of the executor appointment and the death certificate.  This policy has been put in place to ensure that a third party is not trying to fraudulently terminate service and to ensure that we do not stop monitoring a property that should be monitored.
My Alarm Center is terribly sorry for the loss you and your family have endured and would encourage you to contact us at 866 484 4800 ext 8152 so that we may help to resolve this issue promptly.

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