ComplaintsforChorus SmartSecure, LLC
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Complaint Details
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Initial Complaint
01/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Chorus bought out OnGuard Security and we renewed our Fire Alarm monitoring with them expecting to get the same level of service. Fire alarm stopped communicating with dial out pad. Contacted Chorus and requested service. They, unlike OnGuard, do not provide service but did contact a company in Bessemer and requested service. After 2 days we did receive an email from this company asking what was wrong. Our response was we did not know. Never heard back from them again. Due to being an extremely flammable business we contacted another alarm company requesting them to come out a see what was wrong. We were told that our system was 3G and that it no longer worked. We purchased new equipment and have started our monitoring service with them. We renewed our annual contract on 11/01/22. We started reporting issues with them at the end of November 2022. We finally had our system replaced in beginning of December. During this entire time Chorus has not once contacted us telling us our system is not communicating? On 12/14 I spoke with ******* about cancelling our service and getting a refund. Cancellation email was returned to ******* on 12/14. On 12/26, 12/29 and 1/04 I have continued to call and ask where our refund is. You cannot get past ******* to talk to anyone. After finally speaking with ******* again on 01/05 I was told that they do not give refunds for prepaid contracts. I again advised het that they have not been monitoring our system as they would have been calling us since an alarm would have alerted them that we were not communicating. I have since found out that the manager I supposedly need to talk to is ********? I have left two messages with ******* and one message ********* to have her contact me about our refund. Crickets.Business response
02/14/2023
This issue has been resolved positively with the customer. Thank you.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.