ComplaintsforAffordable Alarm & Monitoring Inc

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested a service call to (1) adjust shade and (2) fix one inoperable shade. Tech was scheduled to do both on 12/19/23. Tech originally assigned to call was "*****"; however, we were told by the tech who arrived "****" that he was reassigned to take over "*****'s" job. HOWEVER, **** explained to us that he needed a special program on a company laptop to adjust/fix the shades. Since **** was assigned last minute, **** did NOT have the program/laptop with him to do the service requested. While **** was here, we mentioned that there was paint splatter on two other shades; he explained that AAMI did not offer cleaning services and then proceeded to measure those shades for replacement. We considered his efforts to measure to be a Sales Call NOT a Service.We called AAMI on December 19 and again on December 26 requesting the $165.00 invoice be removed from our account. ********************** has refused our request. We would like for BBB to contact AAMI on our behalf to remove the $165.00 balance on our account.

  Business response

  01/09/2024

  The client requested a service call to address shades installed by another installer be looked at as they were not holding limits. Upon inspection our tech discovered there was paint on the motors and fabric. He proceeded to contact a senior supervisor for direction. It was determined that the ************* need to be addressed with the factor to see if they would honor an extended warranty. That process has started with ****** and confirmed with the client.

  The hunter shades not installed by AAMI were measured for fabric replacement quote.
  

  We also spoke with the client and her husband to resolve this matter after the tech's onsite appointment. The client original did not agree to pay the invoice and had the tech leave without payment. After my conversation and addressing all their concerned they agreed to pay the invoice. 

  We have been beyond understanding and told the client upon scheduling there would be a charge of ****** and agreed.

  AAMI did everything and will do everything for our clients.

  Any questions call me directly - ************************** / ************/ COO, VP

  Customer response

  01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The AAMI contacted me and provided background to the work performed.  AAMI did not waive the invoice; but I agreed to pay the disputed invoice with the understanding that AAMI was to research solutions for the motorized Lutron Shades.

  
  Sincerely,
  
  *****************************

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