ComplaintsforEast Coast Alarms, Inc.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted East Coast alarm in August to replace a cell unit and start new monitoring. After replacing unit we lost half of our services such ************* of lights. After numerous calls, texts, visits it still is not fixed. They even had a regional tech from Resido come out but needed to do their own work afterwards which still has not occurred. I have asked to cancel and get a refund which I was told back in Early November fifty could not fix if they would give us. Still has not happened

  Business response

  01/18/2024

  ************** we have been in great communication about your system and services. In your own statement you mentioned that we have brought in extra help to assist you with your automation needs. Since August we have been monitoring your system for all essential services(Fire, **************** Intrusion panic and burglary). Unfortunately the home automation that was set up by your previous company did not allow anyone else to operate your automation services. We have used a lot of resources  and have spent countless hours trying to help. We have made some concessions and agreed to help you with any and all that we could do. We are also deeply disappointed that through all of our efforts, both yours and ours, we could not get this feature to work for you. There are other automation options out there. I guess through your frustration you would like to place this complaint. There is no need you are the Boss here. Thanks again and lets resolve the matter together! 

  Customer response

  01/18/2024

  The security company has stated numerous times they will let me out of contact if they cant fix the problem. My main complaint is they have not been able to get the automation up and running which prior to their replacing the cell unit it had been working for ************************************************************************** outside help but still could not fix it. Repeatedly I asked for them to fix it, then I told them we were putting our house up for sale and they totally gave up trying to fix the problem. That is when I said I wanted to stop services. Repeatedly I was told I would be let out of contract if they could not fix it and refund my money. and they are saying it takes 30 days to cancel and using the holidays as an excuse as they celebrate in their culture until January 5th

  Customer response

  01/18/2024

  The security company has stated numerous times they will let me out of contact if they cant fix the problem. My main complaint is they have not been able to get the automation up and running which prior to their replacing the cell unit it had been working for ************************************************************************** outside help but still could not fix it. Repeatedly I asked for them to fix it, then I told them we were putting our house up for sale and they totally gave up trying to fix the problem. That is when I said I wanted to stop services. Repeatedly I was told I would be let out of contract if they could not fix it and refund my money. and they are saying it takes 30 days to cancel and using the holidays as an excuse as they celebrate in their culture until January 5th

  Customer response

  01/22/2024

   
  Complaint: 21085073
  
  I am rejecting this response because:  Date Sent: 1/18/2024 8:10:34 PM
  The security company has stated numerous times they will let me out of contact if they cant fix the problem. My main complaint is they have not been able to get the automation up and running which prior to their replacing the cell unit it had been working for ************************************************************************** outside help but still could not fix it. Repeatedly I asked for them to fix it, then I told them we were putting our house up for sale and they totally gave up trying to fix the problem. That is when I said I wanted to stop services. Repeatedly I was told I would be let out of contract if they could not fix it and refund my money. and they are saying it takes 30 days to cancel and using the holidays as an excuse as they celebrate in their culture until January 5th
  
  Sincerely,
  
  *******************

  Business response

  01/22/2024

  After responding to this complaint Both *************** and our operations manager had a great conversation on how to move forward. We agreed to let them out of their three year contract and mail them back the portion of the monitoring fees that had to do with the home automation. Not sure on what else we can do to help .Furthermore you did state that you were selling the house to our Honeywell techs so not sure why you would want to have any more services done there since your moving? We don't know if that statement influenced them in any way since we cannot speak for the manufacturer. We are wishing you well. Stay safe and good luck. Let us know what else we can do to help. Thanks again

  Customer response

  01/22/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I signed supposedly signed on with Brinks Security, they forwarded the call to a Vender of theirs EAST COAST ALARMS, show up on 2/252022 . The gentlemen seemed to be on the up and up, he was polite, nice and seem thoughtful. He put the system in my husbands name, took his social security number (red flag) and information but took my American express card. He called a short while later after getting back to his office and said he "couldn't run a credit check" I aske why he was doing that and he said Brinks required it. So he asked us to "unfreeze his credit" which we froze due to a previous breech. He call again the following morning and asked if we had unfroze it and I said yes and we will not again, you still have time to run it, it's unfroze for another few hours. They never got authorization to even run a credit check which is required. They didn't as I found out after taking to their inside sales team. I found out on 2/24 that he had entered HIS account number in the Brinks portal, our house number, our code word and his "his fake email ********@hotmail.com" He has access to all our codes and won't agree to cancel the contract even though brinks has a 30 day trial period. THIS IS FRAUD!!! He did nothing but change our original BRINKS PANEL with Honeywell panels , everything Brinks originally put into our home stayed the same. Yet he charged us $277.00. According to the brinks site it's should have been $199.00 with a monthly charge of $29.99 per month. East Coast then tried to charge two charges of 47.07 twice on 3/2 2022. and brinks told us no charges would be charged until this was corrected. Brinks won't fix the problem, they allowed the problem to happen and won't do anything to resolve it. All they keep referring me back to East Coast Alarms as they are their vendor.

  Business response

  04/01/2022

  Business Response /* (1000, 14, 2022/03/18) */ East Coast Alarms is built on Integrity & Honesty. It seems our team did a great job. We still felt the need to have an internal investigation on your behalf. Everything you said in the beginning of your statement is common practice in our industry(feel free to ask around). It was mentioned throughout our investigation that your husband was sick and you were traveling and needed the alarm service ASAP! As a trusted authorized dealer for Brinks Home, we have protocols to follow, and as you clearly stated, part of the process was blocked by protections you have in place on your husbands SS#. To help you meet your deadline We decided to keep your account in-house and we were able to have Brinks agree to monitor your home and we are taking the responsibility of billing and servicing your acct. We actually have many Local clients that are happy with this arrangement because of our great customer service. So after you agreed to having your alarm upgraded-which included rewiring your new control panel, new Backup Battery, new cell communicator, new keypad, checking every wire to all sensors and reprogramming your system to your preference, then proceeded to send signals(zones) to Brinks monitoring center(800.00 value) all this was done for just a 99.00 activation fee. Then you desired a pair of keyfob remotes with medical alert(89.99), an extra keypad(69.99) and the setup of a phone app that allowed remote check up on your alarm system with the ability to arm and disarm wherever you are and whenever you chose(44.95 a month). Installation was free because you agreed to be monitored for 36 months. We are sorry for any misunderstanding or inconvenience Please feel free to reach out to our resolutions team for appropriate solutions to this matter. We look forward to helping you and will continue to provide our services per our agreement and we appreciate you, as a customer, as long as you hold up to your end of the agreement, Thanks and Stay safe.

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