Not honoring end of contract
Complaint
Lina
Country: United States
After 3 years of bank drawn payments, and honoring our conract with this comnpany, they try to charge for 5 months extra service. We moved from the address of original service in Feb 2007 and continued our payment committment until our contract was up in July 2007. Despite the end of terms, they continued to try and charge us. When we asked for explanation, they said we needed to send a signed letter of cancellation to a long distance fax number(972-620-5553) - of course they don't want to make it easy. We sent the letter in August but just recently within the last month found out that they did not honor the cancellation notice because the signature did not come through on our original letter. When we called to clear it up they refused to let the unwarranted charges off unless we re-signed with them for another 3 years at our new residence. These people are crooks - I have re-sent the letter Dec 2007 and they threatened to ding my credit if I did not pay for a service at a residence I have not lived at for almost a year. We held up our agreement - when did it become the corporations decision whether or not we want to continue service?? Our contract was up, then we had to jump through flaming hoops to cancell it. Anyway, I can't find any other fax number to send my letter in hopes of finding someone in the Monitronics company with some morals.
Comments
So, we were mislead - apparently - as have been many others. Just do a google search on "monitronics scam". I'm sure there are good people working for the company, and maybe it's even their corporate intention to "do the right thing". But, if so, there are processes and standards they are going to need to work on - foremost among those is their dealings with subcontractors and sales people. They need to make sure that there is no possibility that misunderstandings take place, that it is perfectly understood what is being sold, what is being given away "free", and what putting a sign in front of ones' house "buys". They also need to make sure that the salesperson states in unequivocal terms:
- You will be held liable for 3 years for monthly payments of $xx.yy, totalling $x,xxx.yy
- The amount financed pays for ____ ____ ____ (product and/or service).
- You cannot cancel this contract, but can pay off the total early.
- You must cancel in writing after the initial period
These items were not made clear to us, were misrepresented, or outright lied about.
Due to the agreement I made verbally on the phone, the misrepresentation of the salesperson, and having held up to my end of the bargain I made with the salesperson (prior to our account being sold to Monitronics), I have cancelled the agreement myself, asked them to stop monitoring my home, and stopped paying Monitronics.
I'm providing a step by step including a Service Cancellation Template Letter that I will be using to mail to Monitronics on Monday August 12th, 2013.
Today is Sunday August 11th, 2013 - My first name is Phillip and I own a residence located in Southern Califorina. I am in no-way affliliated with or do business with any of the companies mentioned or contained herein. I plan to discontinue service with Micronics and upgrade my Home Alarm System to a Smart Screen Home Alarm System from another provider at the end of current contract period.
The provider change is due to the simple fact that a Micronics Sales Representative or Customer Care Representative has NOT followed-up on my account since the Home Security Installation back in 2010, not even one occurrence in the past 33 months.
- Summary of Montronics Home Security System
In October 2010, two young men who were excellent representatives of Fist Defense Security (FDS) and Monitronics arranged for the installation of a Monitronics LynxSIA Plus Security system equipped with a Honeywell GSMVLP 2-Way Voice module. Again, the installation was provided by a Regional Monitronics dealer out of Las Vegas, Nevada - First Defense Security, Inc. (877) 202-1796 https://www.1stdefensesecurity.com ]
The Monitronics Home Security System was available for a single payment purchase price or with a Monitronics 36-month contract that included 24-hours by 7-Seven days a week by 365-days a year Alarm Monitoring.
- Summary of the Initial Install and Monitronics Contract Review
The Regional Dealer Rep from FDS provided a 36-Month contract that was fully read with due diligence and signed by myself. I have achieved due diligence as a corporate professional with over 10 years of corporate contract negotiation experience from draft to wet signatures by principles of multi-billion dollar US Corporations (Fortune 1000). I am compelling you to agree and understand that I always pay careful attention to detail in regards to contracts. And, therefore; I am asking that you trust this process will be flawless from the homeowner/consumers side of the table.
The system has worked as advertised with very little maintenance required with the exception of re-securing the AC Power Adapter for the LynxSIA and moving a couple of sensors with the assistance of well-trained Monitronics Technical Support Reps (855) 422-4767 who assisted with the re-location of the door/windows sensors due to a complete home re-model that is still in-progress.
- Summary of the Required Next Steps
The first payment for this service was October 8th, 2010. And, therefore I will need to call Monitronics Customer Care (800) 447-9239 [http://www.monitronics.com/home/support/contact-us]
During the call I will confirm the 36-Month contract that I signed with the two boys from Utah representing Defense Security (FDS) (877) 202-1796 [www.1stDefenseSecurity.com] and Monitronics will end October 2013.
On Monday upon arriving at my office/work I will call a Monitronics Customer Care Representative at (800) 447-9239 to confirm the contract information, mailing address and fax number. This call will occur between the hours of 8:00 AM and 6:00 PM PST and upon completion of the call I will have all the details I need to complete the template letter that I have attached below
According to the companies webite [http://www.monitronics.com/home/support/contact-us]
Monitronics Customer Care Representative Hours are currently:
Monday- Friday 7am to 10pm CST
Saturday 9am to 6pm CST
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Here is a template for canceling Service with any Service Provider -
Note: Please call Monitronics to confirm the current mailing address and Fax numbers
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[Your Name] [Customer # < 9 Digit for Monitronics >]
[Street Address]
[City, ST ZIP Code]
Street Address
City, State Zip
Phone Number
Date
[Recipient Name]
[Title]
[Company Name]
[Street Address]
Dear [Recipient Name]:
Please discontinue The Monitronics Home Security Alarm & Monitoring Services at [Street Address], [City, ST ZIP Code] effective [click to select date]. The account number for this service is [number]. If you have any questions, please call me at [phone number].
Sincerely,
[Your Name]
of the wall street
CRIME SYNDICATE.